Blog
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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.
2026 will test whether purpose still belongs in business. Leaders face a choice: let purpose govern decisions or watch it lose credibility.
Customers now resolve issues, form opinions, and make buying decisions without ever touching a brand channel. We break down how AI search and public ecosystems are reshaping self-service.
Industry leaders reflect on customer experience in 2025, sharing practical lessons to carry forward into 2026.
Videos
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Why do some brands make it nearly impossible to fix simple problems? In this episode of CX & Coffee, Justin Robbins and Marty Shaughnessy unpack a frustrating travel story that reveals the deeper cost of broken CX systems—and challenge leaders to do better.
Ever paid for a “premium” customer experience that left you more frustrated than the standard one? Whether it’s a confusing maze of support channels or bloated product offerings, choice isn’t always a blessing in disguise. In Episode 17 of CX & Coffee, Justin Robbins and Marty Shaughnessy get real about why the best CX leaders […]
