In this episode of the Customer Service Academy Podcast, we explore the evolving world of leadership development and the critical traits every modern leader needs to succeed—empathy, adaptability, continuous learning, time management, and effective employee engagement.

The workplace is changing—and so are the skills leaders need to thrive.

We break down how top organizations like Microsoft, Google, and Disney are transforming their leadership training programs and why soft skills are taking center stage. You’ll also get practical, ready-to-use tips for teaching empathy, coaching adaptability, building a growth mindset, and improving how leaders manage their time and recognize their teams.

You’ll Learn:

• Why emotional intelligence is now a core leadership competency

• How to create a team of leaders who are great coaches

• What great companies are doing to build resilient, agile leaders

• How to help managers manage time and prioritize like pros

• Simple ways to improve communication and boost recognition

• How to inpsire continuous learning and a growth mindset

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Get the Insights Report: https://issuu.com/simonelliot4xi/docs/customer_experience_cx_insights_report_2024

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

In this episode of Customer Service Academy, we take a deep dive into the evolving world of theme parks, desitnations, and attractions—and how you can ensure you are delivering loyalty-building experiences for yoru guests. As customer expectations continue to change and evolve, theme parks, resorts, and destinations must innovate to remain competitive.

Whether you are running a mega theme park, local attraction, or even a community fair, you will find tips in here to help you build your sales, customer loyalty, and overall experience.

We will discuss:

✔️ The five tiers of theme park experiences—Value, Everyday, Elevated, Premium, and Luxury.

✔️ The core experience principles every park must master: Safety, Hospitality, Quality, Simplicity, and Community.

✔️ Top 10 guest expectations in theme parks and how to exceed them.

✔️ How parks are using gamification, interactivity, and immersive experiences to create emotional connections.

✔️ The best special events and seasonal experiences that drive attendance and loyalty.

✔️ How different generations engage with theme parks—from Silent Generation nostalgia to Gen Alpha’s digital-first approach.

✔️ Cutting-edge strategies to reduce wait times and enhance the in-queue experience.

💡 Whether you're a global destination or a regional park looking to compete, this episode is packed with practical insights and CX principles that can help you elevate guest experience and build lasting brand advocacy.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/training

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Music: http://www.bensound.com

AI and hyper-personalization are revolutionizing customer experience (CX) in 2025. Customers expect more than just good service—they demand tailored, predictive, and frictionless interactions across every touchpoint. This will help you grow your business, improve your results, and retain your customers. So, how can businesses keep up?

In this episode of Customer Service Academy, we will chat about:
🔹 How AI is reshaping customer service and employee experience (EX)
🔹 The shift from mass personalization to real-time, individualized interactions
🔹 Why predictive engagement is the key to customer loyalty
🔹 AI-driven chatbots, voice assistants, and automation in CX
🔹 Actionable ways businesses can implement AI + personalization today
🔹 Real-world examples from Spotify and Starbucks
🔹 Balancing the human connection with AI tools

Businesses that leverage AI for deeper customer connections will lead the future of CX. Are you ready?

Listen now! Don’t forget to subscribe, rate, and review the podcast to stay ahead in customer service, CX, and leadership trends.

Download the 4xi 2024 CX Insights Report Here: https://www.4xiconsulting.com/cxinsightsreport2024

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Music: http://www.bensound.com

This week we welcome Jesse Hernandez into the studio. Jesse has experience as a leader in the construction space, where he learned to meet people where they are in their journey and inspire teams through intentional communication and listening.

- Customer Experience is about consistent quality.

- Great leaders are great listeners.

- Practicing vulnerability can deepen connections with your team.

- Stop solving problems for your team and help them solve problems themselves through critical thinking.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Music: http://www.bensound.com

2025 if the year of simplification, and customers want brands who are easy to work with, deliver on commitments, and personalize their experiences.

Stop making it so hard for customers to do business with you - in this episode we talk about 7 ways to make things easier for customers.

- Empower your employees to solve problems

- Deliver seamless omnichannel experiences

- Simplify your processes and eliminate silly policies

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Music: http://www.bensound.com

As 2025 approaches, it is a great time to look back on what happened in customer experience and employee experience in 2024 - and discuss what we can learn from it.

2025 will be a year of continuuing evolution and changing marketplaces. Are you ready to take your business to the next level?

- This past year the news was dominated by stories about Crowdstrike, Return to Office Mandates, and Artificial Intelligence (AI).

- Hyper personalization will continue to drive consumer and customer satisfaction.

- Employees are looking for empathetic leadership and opportunities to learn and grow.

- We are welcoming a new generation in Generation Beta in 2025.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Music: http://www.bensound.com

In this episode we invite Chase Jordan in the studio to discuss leadership, customer experience, and employee engagement. Chase brings a wealth of knowledge as a CXO and franchise owner that he shared with us during this conversation.

- Ease of use is the most important tactical action you can take to improve customer experience.

- Internal communication is crucial to keeping everyone on the same page and busting silos.

- Sharing and collaboration with the team builds loyalty and advocacy.

- Have a plan to help employees when they need assistance with tragedies.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Learn More About Chase: https://funnewbook.com/ and https://freenewquiz.com/

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Music: http://www.bensound.com

Thanksgiving is the perfect time of year to show gratitude - and when you can personalize by generation, you will find a resonance that drives success from your team and with your customers.

In this episode we will talk about how to show gratitude to each generation when they are customers and when they are employees.

- Think about how each generation likes to be recognized.

- Consider how engaging them in personalized ways can build loyalty.

- Drive overall success and loyalty through gratitude and recognition.

- Every generation values different things from their leaders and their brands.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Music: http://www.bensound.com