Metric Sherpa
Where CX Strategy Meets Real Results
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 […]
What do Nashville coffee, buzzword overload, and CX failure rates have in common? In this episode of CX & Coffee, Justin unpacks Enterprise Connect, roasts the term agentic, and serves up a 10/10 brew that tastes like a warm waffle hug.
When handling customer feedback, are you closing the loop—or making things worse? In Episode 15 of CX and Coffee, Justin and Marty break down a real-life customer service fiasco and share how businesses can turn criticism into trust instead of disaster.
If your customers feel like they have to prepare for battle just to get service, your CX is already broken. In this episode of CX & Coffee, we break down why bad customer experiences exhaust people, how to fix it, and whether a coffee that smells like lemon meringue and pumpkin pie actually delivers.
In Episode 13 of CX and Coffee, Justin Robbins and Marty Shaughnessy dive into the psychology of customer loyalty, exploring how "good friction" can create value in CX. Plus, they review an incredible Guatemalan coffee with cookie dough vibes!
Justin and Marty take on a blind taste test of budget vs. premium coffee, dive into the return-to-office debate, and unpack how leaders can build real trust in remote teams—watch now and join the conversation!
Brace yourself for a deep dive into why annual reviews are often a mess—and what leaders can do to make them meaningful. Also, Justin and Marty battle winter, discuss Marty's pottery journey, and sip on a Colombia El Ramo blend from Partners Coffee.
Is Net Promoter Score (NPS) broken? In this episode, Justin and Marty dig into the truth about NPS and why it might not be the game-changer you think it is. Plus, we review Hershey’s Nibby Coffee.
Payton Whitley blends creativity, organization, and a customer-first mindset to keep teams focused and moving forward.
Her first passion was design, where she nurtured her eye for detail and love of creating. That same drive for excellence now fuels her work in executive support, where she thrives on building structure, simplifying complexity, and making it easier for leaders to succeed.
A natural problem-solver and community builder, Payton brings energy and focus to everything she takes on. She’s committed to growth, always finding new ways to sharpen her skills and deliver meaningful impact.
She lives in Wilmington, NC with her pup Oaklee. Outside of work, you’ll find her by the water, running her permanent jewelry business, or chasing the sunshine with friends and family.
Kalley Niebuhr blends storytelling, social strategy, and creative leadership to help brands show up with clarity, purpose, and authenticity.
With a background in television writing, brand development, and digital content creation, Kalley has shaped impactful messaging and community-first strategies for entrepreneurs, small businesses, and educational brands.
A lifelong creative and community builder, Kalley thrives at the intersection of analytics and emotion—crafting content that connects while delivering results.
She lives in Wilmington, NC with her husband, young daughter, and two dogs. When she’s not creating, you’ll find her in the surf, running community art socials, or researching her next script.
Nate Brown offers a dynamic mix of customer experience expertise and community leadership to Metric Sherpa.
As co-founder of CX Accelerator, a thriving community of over 4,000 CX leaders, Nate has been instrumental in fostering a space where professionals collaborate, grow, and achieve remarkable things in service to others. With a career spanning industries such as gaming, SaaS, retail, healthcare, and technology, Nate has built contact centers from the ground up, anchored complex CX functions, and cultivated exceptional employee-customer connections for brands like WB Games, CHEP, UL, and Bosch.
Recognized globally for his thought leadership, Nate was named “CX Influencer of the Year” by CloudCherry and “Most Impactful Influencer in CX” by Kustomer in 2023. His ability to bring energy and excitement to CX initiatives has earned him recognition across the industry.
When he’s not shaping the future of customer experience, Nate can be found in Nashville, TN on the disc golf course, coaching pickleball, or spending time with his wife and two daughters.
With more than 20 years of experience, Justin Robbins has helped organizations worldwide strengthen their customer experience strategies, optimize operations, and achieve measurable results.
His expertise spans contact center operations, in-person service delivery, multimodal interaction design, quality assurance, workforce training, and global CX certification standards. Beyond operations, Justin has advised SaaS companies on content strategy, community engagement, customer marketing, and corporate communications.
As Founder and Principal Analyst at Metric Sherpa, Justin focuses on the intersection of human connection and technology in customer interactions. He is a trusted industry voice, frequently cited by the media, the author of numerous research studies, and recognized for his ability to make complex topics clear, actionable, and relevant.
When he’s not working, Justin is based in Wilmington, NC, where you’ll often find him cooking BBQ, out on the water, cheering at a game, or on adventures with his wife and four kids.