Original Insights on Customer Interactions
Independent research and clear guidance to strengthen customer and employee experience and deliver outcomes that matter.
We Engineered Effort Into the Contact Center. Now We’re Paying for It.
Contact center results follow effort. When work is designed without regard for human limits, performance degrades everywhere else. Designing systems that reduce cognitive load creates faster confidence, better supervision, and more reliable customer outcomes.
Read More We Engineered Effort Into the Contact Center. Now We’re Paying for It.
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Industry Intelligence
We conduct independent qualitative and quantitative research to uncover the trends, technologies, and strategies shaping the future of business communications and customer interactions.
Speaking & Workshops
We deliver keynotes, workshops, field events, and executive interviews—live or virtual—that drive alignment, spark action, and equip teams to lead business transformation.
Content Creation
We create custom content programs including eBooks, tools, case studies, and more that are backed by original research and built to earn trust, generate demand, and drive conversions.
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."
"We worked with Nate while examining our internal culture and approach to CX. As one 20-year+ veteran colleague shared with me, “Nate led the most engaging session I have ever experienced!"
"Working with Nate is an inspiring experience. His innovative thinking and dedication to his work are remarkable, consistently making even the most challenging tasks achievable."
