AI is revealing how much organizations will still need people to deliver great customer interactions. Justin Robbins breaks down what CX leaders can learn about building smarter, more human systems in an age of intelligent automation.
Justin Robbins
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Glia Interact 2025 stood out by doing what most conferences don’t—focusing deeply. By bringing together banks and credit unions, Glia built a community grounded in shared context, honest dialogue, and proof-driven AI innovation. The result was a rare mix of clarity, credibility, and connection in customer experience.
Most organizations sit on a mountain of customer insight that never drives change. CallMiner’s latest research reveals how leading enterprises transform data flow, automation, and governance into real business impact.
Transparency turns promises into proof. Justin Robbins shares how one company’s open communication built trust, loyalty, and a lasting competitive edge.
“Same job, cheaper” tech swaps don’t save money. They stall progress. Here’s how leaders make vendor shifts that actually create advantage.
Trust breaks when brands miss the basics, and leaders are often blind to the damage. Metric Sherpa’s study shows that closing the CX Confidence Disconnect is not about flashy campaigns but about delivering on promises, fixing failures fast, and treating customers with respect.
