EY is investing $100 million in employee rewards for future-focused skills such as judgment, adaptability, collaboration, leadership, innovation, and exceptional client service. What does that reveal about the future of work?

Denise Thompson and John DiJulius discuss why human skills become more valuable—not less—as AI takes over routine tasks. Technology can increase speed and efficiency, but customer loyalty is still built through empathy, trust, judgment, curiosity, listening, and service recovery. John explains why organizations should stop treating these capabilities as "soft skills," how misaligned incentives undermine company values, and how leaders can make service aptitude observable, teachable, measurable, and rewardable.

You'll also hear the ten service aptitude skills, how a Day in the Life exercise builds customer empathy, and a practical 30-day plan to audit what your company hires for, trains, measures, and rewards.

Resources Mentioned

Links:

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Books:  https://thedijuliusgroup.com/shop/

Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership.

Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world.

Learn more at
https://thedijuliusgroup.com/membership/

Learn More

If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help.

Visit: https://thedijuliusgroup.com

Listen to more episodes:
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/


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