Justin Robbins
@justinrobbins.bsky.social
Founder & Principal Analyst at Metric Sherpa. Keynote speaker, researcher, & business advisor helping organizations improve customer interactions. #CustomerExperience | #CustomerService | #ContactCenter | #CX
Nate Brown & l are on the ground in San Diego for #CustomerService & Experience West
We're leading main stage panel discussions, facilitating roundtables, & much more the next two days.
Stay tuned here for interviews, updates, & a recap of the biggest topics being discussed onsite. #cx
We're leading main stage panel discussions, facilitating roundtables, & much more the next two days.
Stay tuned here for interviews, updates, & a recap of the biggest topics being discussed onsite. #cx
April 29, 2025 at 12:54 AM
Nate Brown & l are on the ground in San Diego for #CustomerService & Experience West
We're leading main stage panel discussions, facilitating roundtables, & much more the next two days.
Stay tuned here for interviews, updates, & a recap of the biggest topics being discussed onsite. #cx
We're leading main stage panel discussions, facilitating roundtables, & much more the next two days.
Stay tuned here for interviews, updates, & a recap of the biggest topics being discussed onsite. #cx
Great work doesn’t always get noticed.
That’s not your team’s fault—it’s a perception problem.
Thinking outside the box isn’t enough anymore. Real leadership means thinking outside the sphere.
In this post, I share how to earn visibility that sticks.
Read here: metricsherpa.com/stop-thinkin...
That’s not your team’s fault—it’s a perception problem.
Thinking outside the box isn’t enough anymore. Real leadership means thinking outside the sphere.
In this post, I share how to earn visibility that sticks.
Read here: metricsherpa.com/stop-thinkin...
Stop Thinking Outside the Box. Start Thinking Outside the Sphere.
Tired of shouting your team’s value into a void? “Thinking outside the box” won’t cut it. Learn how to think outside the sphere—and translate your work into language other leaders understand. Strategi...
metricsherpa.com
April 3, 2025 at 12:47 PM
Great work doesn’t always get noticed.
That’s not your team’s fault—it’s a perception problem.
Thinking outside the box isn’t enough anymore. Real leadership means thinking outside the sphere.
In this post, I share how to earn visibility that sticks.
Read here: metricsherpa.com/stop-thinkin...
That’s not your team’s fault—it’s a perception problem.
Thinking outside the box isn’t enough anymore. Real leadership means thinking outside the sphere.
In this post, I share how to earn visibility that sticks.
Read here: metricsherpa.com/stop-thinkin...
Who gets looped into CX automation too late?
The service or support ops leader. 😑
The team closest to customer interactions is last to weigh in. The result? Workflows break. Employees struggle. Customers feel it.
I break it down here: metricsherpa.com/whos-buying-...
#CustomerExperience #CXTech
The service or support ops leader. 😑
The team closest to customer interactions is last to weigh in. The result? Workflows break. Employees struggle. Customers feel it.
I break it down here: metricsherpa.com/whos-buying-...
#CustomerExperience #CXTech
Who’s Buying Your CX Tech? Probably the Wrong People.
CX technology is failing—not because of the tech itself, but because buyers don’t understand the people using it. Learn why the buyer-user gap is widening, the costly mistakes companies keep making, a...
metricsherpa.com
March 29, 2025 at 1:58 PM
Who gets looped into CX automation too late?
The service or support ops leader. 😑
The team closest to customer interactions is last to weigh in. The result? Workflows break. Employees struggle. Customers feel it.
I break it down here: metricsherpa.com/whos-buying-...
#CustomerExperience #CXTech
The service or support ops leader. 😑
The team closest to customer interactions is last to weigh in. The result? Workflows break. Employees struggle. Customers feel it.
I break it down here: metricsherpa.com/whos-buying-...
#CustomerExperience #CXTech
Imagine this: One of your employees gets a terrible rating from a customer.
Would you allow them to go back and challenge that feedback? We explore it all on CX + Coffee this week.
Watch the full episode here: www.youtube.com/watch?v=oYaS...
#CustomerFeedback #PatientExperience #CXandCoffee
Would you allow them to go back and challenge that feedback? We explore it all on CX + Coffee this week.
Watch the full episode here: www.youtube.com/watch?v=oYaS...
#CustomerFeedback #PatientExperience #CXandCoffee
February 27, 2025 at 11:01 PM
Imagine this: One of your employees gets a terrible rating from a customer.
Would you allow them to go back and challenge that feedback? We explore it all on CX + Coffee this week.
Watch the full episode here: www.youtube.com/watch?v=oYaS...
#CustomerFeedback #PatientExperience #CXandCoffee
Would you allow them to go back and challenge that feedback? We explore it all on CX + Coffee this week.
Watch the full episode here: www.youtube.com/watch?v=oYaS...
#CustomerFeedback #PatientExperience #CXandCoffee
☕ Can a $35 coffee outshine Maxwell House? I put it to the test—blindfolded. Plus, is returning to the office really about productivity, or just a trust issue in disguise? Big coffee takes & bigger leadership lessons in this week’s CX & Coffee. Watch now: www.youtube.com/watch?v=0gUw... #CXandCoffee
February 7, 2025 at 3:34 PM
☕ Can a $35 coffee outshine Maxwell House? I put it to the test—blindfolded. Plus, is returning to the office really about productivity, or just a trust issue in disguise? Big coffee takes & bigger leadership lessons in this week’s CX & Coffee. Watch now: www.youtube.com/watch?v=0gUw... #CXandCoffee
Is your NPS score helping or just making the boardroom feel good?
This week on CX and Coffee, we unpack the flaws of NPS and review Hershey’s Nibby Coffee—a solid brew with a unique cacao twist.
Watch now: www.youtube.com/watch?v=6lQW...
What’s your go-to CX metric?
#CustomerExperience
January 21, 2025 at 8:57 PM
Is your NPS score helping or just making the boardroom feel good?
This week on CX and Coffee, we unpack the flaws of NPS and review Hershey’s Nibby Coffee—a solid brew with a unique cacao twist.
Watch now: www.youtube.com/watch?v=6lQW...
What’s your go-to CX metric?
#CustomerExperience
What’s holding your contact center culture back?
In my new article, I explore how outdated practices and metrics are keeping contact centers stuck—and what leaders can do to empower their teams and redefine success.
📖 Check it out: metricsherpa.com/why-contact-...
#contactcenter
In my new article, I explore how outdated practices and metrics are keeping contact centers stuck—and what leaders can do to empower their teams and redefine success.
📖 Check it out: metricsherpa.com/why-contact-...
#contactcenter
Why Contact Center Culture Stalls—and How to Fix It
Discover why contact center culture still struggles to evolve and how leaders can break the mold. Learn actionable strategies to empower employees, align metrics, and drive lasting success.
metricsherpa.com
January 15, 2025 at 5:44 PM
What’s holding your contact center culture back?
In my new article, I explore how outdated practices and metrics are keeping contact centers stuck—and what leaders can do to empower their teams and redefine success.
📖 Check it out: metricsherpa.com/why-contact-...
#contactcenter
In my new article, I explore how outdated practices and metrics are keeping contact centers stuck—and what leaders can do to empower their teams and redefine success.
📖 Check it out: metricsherpa.com/why-contact-...
#contactcenter
A journey map isn’t just a picture—it’s a plan.
I shared with CX Dive how to:
Pinpoint friction points,
Align teams, &
Create CX that’s intentional.
Journey mapping isn’t fluff—it’s function.
Read more: www.customerexperiencedive.com/news/how-to-... #customerexperience
I shared with CX Dive how to:
Pinpoint friction points,
Align teams, &
Create CX that’s intentional.
Journey mapping isn’t fluff—it’s function.
Read more: www.customerexperiencedive.com/news/how-to-... #customerexperience
How to create a customer experience journey map
Customer journey mapping is a powerful tool for businesses to understand and improve customer experience, but omnichannel interactions pose challenges.
www.customerexperiencedive.com
January 13, 2025 at 3:51 PM
A journey map isn’t just a picture—it’s a plan.
I shared with CX Dive how to:
Pinpoint friction points,
Align teams, &
Create CX that’s intentional.
Journey mapping isn’t fluff—it’s function.
Read more: www.customerexperiencedive.com/news/how-to-... #customerexperience
I shared with CX Dive how to:
Pinpoint friction points,
Align teams, &
Create CX that’s intentional.
Journey mapping isn’t fluff—it’s function.
Read more: www.customerexperiencedive.com/news/how-to-... #customerexperience
Marty left a Christmas tree up until June. 🎄
In Ep. 8 of CX and Coffee, we dive into CX predictions, proactive leadership tips, and Olympia Coffee’s amazing Sweetheart Blend. ☕
What’s your 2025 focus?
Watch here: www.youtube.com/watch?v=1YPQ...
#CXandCoffee #CustomerExperience
In Ep. 8 of CX and Coffee, we dive into CX predictions, proactive leadership tips, and Olympia Coffee’s amazing Sweetheart Blend. ☕
What’s your 2025 focus?
Watch here: www.youtube.com/watch?v=1YPQ...
#CXandCoffee #CustomerExperience
January 6, 2025 at 2:39 PM
Marty left a Christmas tree up until June. 🎄
In Ep. 8 of CX and Coffee, we dive into CX predictions, proactive leadership tips, and Olympia Coffee’s amazing Sweetheart Blend. ☕
What’s your 2025 focus?
Watch here: www.youtube.com/watch?v=1YPQ...
#CXandCoffee #CustomerExperience
In Ep. 8 of CX and Coffee, we dive into CX predictions, proactive leadership tips, and Olympia Coffee’s amazing Sweetheart Blend. ☕
What’s your 2025 focus?
Watch here: www.youtube.com/watch?v=1YPQ...
#CXandCoffee #CustomerExperience
CX isn’t failing because it’s a bad idea—it’s failing because silos and misaligned goals are sabotaging it.
Marketing, Sales, Ops, and Support are chasing different things while customers are stuck in the chaos.
Ready to fix it? Read my take: metricsherpa.com/experiences-...
#customerexperience
Marketing, Sales, Ops, and Support are chasing different things while customers are stuck in the chaos.
Ready to fix it? Read my take: metricsherpa.com/experiences-...
#customerexperience
Experiences in Crisis: The Disparity Dilemma
Explore why Customer Experience is struggling to deliver on its promise, uncover the root causes of fragmented journeys, and learn how businesses can align systems, KPIs, and culture to create truly c...
metricsherpa.com
December 30, 2024 at 5:50 PM
CX isn’t failing because it’s a bad idea—it’s failing because silos and misaligned goals are sabotaging it.
Marketing, Sales, Ops, and Support are chasing different things while customers are stuck in the chaos.
Ready to fix it? Read my take: metricsherpa.com/experiences-...
#customerexperience
Marketing, Sales, Ops, and Support are chasing different things while customers are stuck in the chaos.
Ready to fix it? Read my take: metricsherpa.com/experiences-...
#customerexperience
Work from home isn’t just a trend—it’s the future for contact centers.
In Ep. 3 of Contact Center Talk, Michele Rowan joins me to reveal 6 ways to make remote work actually work.
Catch the episode now: www.cxtoday.com/wfo/best-pra...
#ContactCenterTalk #RemoteWork #CX #ContactCenter
In Ep. 3 of Contact Center Talk, Michele Rowan joins me to reveal 6 ways to make remote work actually work.
Catch the episode now: www.cxtoday.com/wfo/best-pra...
#ContactCenterTalk #RemoteWork #CX #ContactCenter
6 Best Practices for the Work-From-Home (WFH) Contact Center in 2025
CX Today covers WFO news including Workforce Optimization and more.
www.cxtoday.com
December 26, 2024 at 3:42 PM
Work from home isn’t just a trend—it’s the future for contact centers.
In Ep. 3 of Contact Center Talk, Michele Rowan joins me to reveal 6 ways to make remote work actually work.
Catch the episode now: www.cxtoday.com/wfo/best-pra...
#ContactCenterTalk #RemoteWork #CX #ContactCenter
In Ep. 3 of Contact Center Talk, Michele Rowan joins me to reveal 6 ways to make remote work actually work.
Catch the episode now: www.cxtoday.com/wfo/best-pra...
#ContactCenterTalk #RemoteWork #CX #ContactCenter
Excited to wrap up 2024 with something big!
I'm partnering with CX Today on Contact Center Talk, a new mini-series diving into QA, AI, & more.
Episode 1: 10 QA Best Practices.
Episode 2: 7 AI Best Practices.
More coming soon!
Watch now: www.cxtoday.com/contact-cent...
#ContactCenter #CX
I'm partnering with CX Today on Contact Center Talk, a new mini-series diving into QA, AI, & more.
Episode 1: 10 QA Best Practices.
Episode 2: 7 AI Best Practices.
More coming soon!
Watch now: www.cxtoday.com/contact-cent...
#ContactCenter #CX
Introducing Contact Center Talk with Justin Robbins
CX Today covers Contact Centre news including Artificial Intelligence, CCaaS, Workforce Optimization and more.
www.cxtoday.com
December 23, 2024 at 9:05 PM
Excited to wrap up 2024 with something big!
I'm partnering with CX Today on Contact Center Talk, a new mini-series diving into QA, AI, & more.
Episode 1: 10 QA Best Practices.
Episode 2: 7 AI Best Practices.
More coming soon!
Watch now: www.cxtoday.com/contact-cent...
#ContactCenter #CX
I'm partnering with CX Today on Contact Center Talk, a new mini-series diving into QA, AI, & more.
Episode 1: 10 QA Best Practices.
Episode 2: 7 AI Best Practices.
More coming soon!
Watch now: www.cxtoday.com/contact-cent...
#ContactCenter #CX
In 2025, AI in #CX won’t be about if you use it—but how well you do it. Pragmatic use cases, cross-functional strategy, & human-AI collaboration will separate leaders from laggards.
Read more: metricsherpa.com/2025-the-yea...
#CustomerExperience #DigitalTransformation #AIFuture
Read more: metricsherpa.com/2025-the-yea...
#CustomerExperience #DigitalTransformation #AIFuture
2025: The Year AI Moves from Toy to Tool in Customer Experience
Discover how AI in customer experience will shift from hype to essential business infrastructure in 2025. Learn key strategies for pragmatic application, operational alignment, and human augmentation ...
metricsherpa.com
December 18, 2024 at 1:41 PM
In 2025, AI in #CX won’t be about if you use it—but how well you do it. Pragmatic use cases, cross-functional strategy, & human-AI collaboration will separate leaders from laggards.
Read more: metricsherpa.com/2025-the-yea...
#CustomerExperience #DigitalTransformation #AIFuture
Read more: metricsherpa.com/2025-the-yea...
#CustomerExperience #DigitalTransformation #AIFuture
CX leaders keep telling me the same thing: “We don’t need more stats. We need solutions.”
That challenge sparked my latest research on Value Force Multipliers (VFMs)—small moves that create massive CX impact.
Read more: metricsherpa.com/value-force-...
#customerexperience #cx
That challenge sparked my latest research on Value Force Multipliers (VFMs)—small moves that create massive CX impact.
Read more: metricsherpa.com/value-force-...
#customerexperience #cx
Value Force Multipliers: The Key to Amplifying CX Impact
Discover how Value Force Multipliers (VFMs) can transform your customer experience strategy. Learn actionable steps to identify, implement, and communicate high-impact CX improvements that drive measu...
metricsherpa.com
December 11, 2024 at 12:18 PM
CX leaders keep telling me the same thing: “We don’t need more stats. We need solutions.”
That challenge sparked my latest research on Value Force Multipliers (VFMs)—small moves that create massive CX impact.
Read more: metricsherpa.com/value-force-...
#customerexperience #cx
That challenge sparked my latest research on Value Force Multipliers (VFMs)—small moves that create massive CX impact.
Read more: metricsherpa.com/value-force-...
#customerexperience #cx
Bourbon barrel coffee, smoked turkeys, and #CX wisdom: what more could you want?
In CX and Coffee Ep. 4, Justin & Marty tackle #AI, people vs. tech, and the art of leftovers.
Grab a mug & join us!
Watch here: www.youtube.com/watch?v=mCgl...
#customerexperience #CXandCoffee
In CX and Coffee Ep. 4, Justin & Marty tackle #AI, people vs. tech, and the art of leftovers.
Grab a mug & join us!
Watch here: www.youtube.com/watch?v=mCgl...
#customerexperience #CXandCoffee
December 3, 2024 at 1:26 PM
Bourbon barrel coffee, smoked turkeys, and #CX wisdom: what more could you want?
In CX and Coffee Ep. 4, Justin & Marty tackle #AI, people vs. tech, and the art of leftovers.
Grab a mug & join us!
Watch here: www.youtube.com/watch?v=mCgl...
#customerexperience #CXandCoffee
In CX and Coffee Ep. 4, Justin & Marty tackle #AI, people vs. tech, and the art of leftovers.
Grab a mug & join us!
Watch here: www.youtube.com/watch?v=mCgl...
#customerexperience #CXandCoffee
Are best practices holding you back?
Transformation isn’t optional. The future belongs to those bold enough to rewrite the rules.
Let’s stop recycling the past and start creating what’s next.
Read more: metricsherpa.com/moving-from-...
#CX #CustomerExperience
Transformation isn’t optional. The future belongs to those bold enough to rewrite the rules.
Let’s stop recycling the past and start creating what’s next.
Read more: metricsherpa.com/moving-from-...
#CX #CustomerExperience
Moving From Best Practices to Next Practices
metricsherpa.com
December 2, 2024 at 1:13 PM
Are best practices holding you back?
Transformation isn’t optional. The future belongs to those bold enough to rewrite the rules.
Let’s stop recycling the past and start creating what’s next.
Read more: metricsherpa.com/moving-from-...
#CX #CustomerExperience
Transformation isn’t optional. The future belongs to those bold enough to rewrite the rules.
Let’s stop recycling the past and start creating what’s next.
Read more: metricsherpa.com/moving-from-...
#CX #CustomerExperience
Marty and I dive into coffee, CX, and laughs weekly on #CX and #Coffee! 🎙 This week: Peak season prep, lessons from Hershey's "August Crunch," and UK’s Origin Coffee Resolute Blend. 🎧 30 mins of stories + insights! Watch Ep. 3: www.youtube.com/watch?v=Bmhi.... How’s your team prepping? #CXandCoffee
November 25, 2024 at 7:59 PM
Marty and I dive into coffee, CX, and laughs weekly on #CX and #Coffee! 🎙 This week: Peak season prep, lessons from Hershey's "August Crunch," and UK’s Origin Coffee Resolute Blend. 🎧 30 mins of stories + insights! Watch Ep. 3: www.youtube.com/watch?v=Bmhi.... How’s your team prepping? #CXandCoffee
Working in the contact center can be a catalyst for massive growth.
And today, #contactcenter roles are evolving faster than ever.
In my latest for CMSWire, I cover six essential skills to future-proof your team for the changing #CX landscape.
www.cmswire.com/contact-cent...
And today, #contactcenter roles are evolving faster than ever.
In my latest for CMSWire, I cover six essential skills to future-proof your team for the changing #CX landscape.
www.cmswire.com/contact-cent...
Contact Center Training: 6 Skills That Drive Success
Great customer service training can help agents turn everyday interactions into memorable experiences and set your brand apart from the competition.
www.cmswire.com
November 16, 2024 at 5:24 PM
Working in the contact center can be a catalyst for massive growth.
And today, #contactcenter roles are evolving faster than ever.
In my latest for CMSWire, I cover six essential skills to future-proof your team for the changing #CX landscape.
www.cmswire.com/contact-cent...
And today, #contactcenter roles are evolving faster than ever.
In my latest for CMSWire, I cover six essential skills to future-proof your team for the changing #CX landscape.
www.cmswire.com/contact-cent...