From burnt popcorn coffee to self-service fails, CX & Coffee Ep. 9 dives into the surprising costs of bad design and offers actionable tips for smarter customer experiences in 2025.
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Start 2025 strong with actionable CX insights, bold leadership tips, and a review of Olympia Coffee’s Sweetheart Blend in Episode 8 of CX & Coffee—where great ideas meet great brews!
Discover how Delta Airlines turned a potential misstep into a CX masterclass, why empathy is the secret sauce of great service, and what happens when a sugar-packed coffee meets a black-coffee loyalist.
In CX and Coffee Episode 6, Justin and Marty navigate father-son adventures, unexpected power outages, and a truly terrible cup of coffee—all while sharing unforgettable lessons on leadership, resilience, and quality control.
Is customer service QA still stuck in the past? In this week’s CX and Coffee, we explore why ‘this call may be recorded for quality assurance’ might be the most outdated phrase in customer service—and how AI could change the game (if companies let it).
In Episode 4 of CX and Coffee, Justin Robbins and Marty Shaughnessy dive into Thanksgiving traditions, debate the ultimate leftover strategy, and tackle a big CX question: when should you invest in people, processes, or technology? Plus, don’t miss their take on Bongo Java’s bold Bourbon Barrel-Aged brew.
