Insight Studio for CX and EX Leaders
We research, design, and deliver ideas, content, and experiences that elevate how your organization serves its customers and employees.
Why Trust Breaks in QA and How to Fix It
Quality assurance in contact centers often runs on thin samples and shaky scorecards that quietly erode trust. Agents see QA as risk management, not coaching. When leaders switch to 100% conversation analytics and outcome‑based metrics, QA becomes a source of truth that actually changes behavior and business decisions.
Featured In:
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."
