Justin Robbins dismantles the dangerous myth that contact center and CX leaders are one and the same—and shows how conflating the two is sabotaging your customer experience strategy from the inside out.
Justin Robbins
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At CCW Orlando 2025, Justin sat down with the team at Diabolocom to discuss how their deep engineering roots and AI-driven innovations are shaping the future of contact centers. Read his take on what sets them apart.
Many executives believe they’re in tune with their frontline employees—but do their teams feel the same way? This blog post uncovers the disconnect between leadership perception and frontline reality, offering actionable strategies to bridge the gap.
What if CX wasn’t just about improving processes but about dismantling outdated business models and redefining success? In this thought-provoking conversation, Michael Yodice challenges corporate greed, questions the status quo, and explores how philosophy can transform the future of customer experience.
Discover five warning signs that your CX strategy isn’t going deep enough and learn what to do instead to connect customer experience to revenue, retention, and long-term success.
Customer experience is at a breaking point—organizations that evolve will thrive, while those stuck in outdated strategies will struggle to survive. The coming years will separate the CX leaders from the laggards, and the key to success lies in strategy, not just technology.
