Blog
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At London CCExpo, Metric Sherpa interviewed Sam Fuller, VP at Content Guru, on how AI is redefining contact center efficiency.
Most leaders manage their back office with assumptions they cannot afford. Justin Robbins exposes the hidden risks shaping performance, fraud exposure, and operational stability.
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.
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.
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 […]
