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Justin Robbins

Justin Robbins

Independent Researcher, Advisor & Speaker transforming customer interactions

Wilmington, North Carolina
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Joined January 2025
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Summary

Justin Robbins is a leading expert in Customer Experience (CX), with over two decades of diverse experience spanning operations, professional development, marketing, and technology strategy. He is known for his ability to translate complex CX concepts into actionable strategies and for his engaging speaking style at industry conferences. justinmrobbins+2
As the Founder and Principal Analyst at Metric Sherpa, Justin provides independent research, strategic guidance, and high-impact content to help organizations enhance their customer interactions and achieve measurable business outcomes. His work focuses on bridging the gap between strategy and execution in the rapidly evolving landscape of business communications. metricsherpa+2
Justin actively contributes to the CX community, serving on the Board of Directors for CX Accelerator and as a Board of Advisors for the Quality Assurance & Training Connection (QATC). He is also recognized as an ICMI Top 25 Thought Leader, demonstrating his commitment to advancing the profession through leadership and mentorship. justinmrobbins+2

Work

Writing

Introducing Contact Center Talk with Justin Robbins

December 1, 2024

A video miniseries exploring best practices across six cornerstone contact center disciplines, co-hosted by Justin Robbins as Founder & Principal Analyst at Metric Sherpa.

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Why Benchmarking is Critical for Contact Centers (and How to Do it Right)

October 1, 2022

An article explaining what benchmarking is, how contact centers can use benchmarks to understand and manage performance, and the potential pitfalls of benchmarking.

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