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.
The Dangerous Obsession With Speed in Customer Experience
The obsession with speed is quietly breaking customer experience. When leaders optimize for handle time, containment, and throughput, they train teams to rush past resolution and customers pay the price.
Read More The Dangerous Obsession With Speed in Customer Experience
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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 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."
"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. "
