Don’t Let Work Work Against You.
We research, design, and deliver ideas, content, and experiences for leaders closing the gap between how organizations design work and how customers and employees actually experience it.
Just Because AI Can Doesn’t Mean You Should
AI can do more in the contact center than ever before. That does not make every use case ready for your operation. This practical guide gives CX leaders a clear lens for deciding when to automate, when to hold the line, and how to explain the difference to boards, vendors, and internal stakeholders—without being labeled anti-AI or left behind.
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Industry Intelligence
We run independent qualitative and quantitative research to expose the trends, technologies, and behaviors reshaping business communications and customer interactions. Our work gives leaders the evidence they need to set direction, validate bets, and defend decisions in the boardroom.
Speaking & Workshops
We deliver keynotes, workshops, field events, and executive interviews that translate strategy into stories people remember and actions they own. Whether live or virtual, every session aligns leaders, equips teams, and builds momentum for real transformation.
Content Creation
We design and produce eBooks, tools, case studies, and campaigns built on original research and real operational experience. Every asset earns trust with buyers, fuels demand programs, and arms your teams with proof that stands up to scrutiny.
What others are saying…
"This is the hidden power (Justin) brings...his ability to work his contagious love of life and work into the very DNA of whatever he is doing."
"Justin is the definition of Thought Leader in Action. He is an authority in customer care, customer experience, contact centers, and a thousand other names, terms, and concepts related to the industry of serving customers. "
"Justin has a rare mix of hands-on contact center experience and a 20,000-foot understanding of the larger forces from a researcher's perspective."
