AI progress starts with leadership clarity, not broader alignment language. One priority, real tradeoffs, and visible system changes separate meaningful results from expensive activity.
Justin Robbins
The contact center that runs on bolt-on AI and disconnected tools has a shelf life. Justin Robbins sat down with Cisco's Vinod Muthukrishnan at Cisco Live 2026 to understand what comes next.
Companies pour money into shaping the customer story, yet friction develops once the real work begins. The problem rarely starts in the brand itself; it takes shape inside the operating model, in how work moves across functions and how handoffs either protect or erode trust.
Explore all
Work should not work against your people. Justin Robbins challenges leaders who have quietly accepted friction as “just the way it is” and shows them how to redesign the conditions of work, one small, repeatable decision at a time.
Executives keep asking for “simple” service experiences while quietly signing off on architectures that guarantee complexity and Atlassian’s Team ’26 made that contradiction impossible to ignore. This piece breaks down what Atlassian’s AI‑native bets on the Teamwork Graph, Rovo, Dia, and Incident Command Center really mean for who carries the complexity in your organization: your people or your systems.
After the Verint-Calabrio deal, many leaders expected a roadmap fight and a painful consolidation. Instead, Verint chose a different path: deliver AI value quickly across both product lines, reduce migration friction, and help CX leaders focus on outcomes instead of betting everything on one platform future.
Organizations often work harder yet gain less traction as alignment breaks down. Justin Robbins outlines five disciplines that restore coherence and help teams sustain performance at scale.
Most VoC programs fail after listening starts. Insight builds. Nothing changes. This guide shows how to connect feedback to ownership, action, and measurable impact.
AI is everywhere in customer experience, yet most organizations still struggle to prove it delivers real value.
