Justin Robbins

Justin Robbins

Founder & Principal Analyst

Metric Sherpa, Inc

Justin Robbins

What’s the most valuable lesson you’ve learned working in CX?

If I had to distill everything I’ve learned in customer experience into a single takeaway, it would be this: the real magic happens at the intersection of curiosity, collaboration, and an understanding of executive measures. Curiosity drives you to ask the right questions—not just of your customers, but of your employees and stakeholders. It’s about digging deeper, challenging assumptions, and uncovering the truths that most people miss. Collaboration ensures you’re not tackling CX in a vacuum. It’s the ability to bring together diverse perspectives—executive leaders, frontline employees, and everyone in between—and aligning them toward a shared vision. CX isn’t a department; it’s a team sport. And finally, understanding executive measures—the economic drivers that power a business—is non-negotiable. You have to speak the language of the boardroom, connecting CX initiatives to metrics like revenue, cost savings, and growth. But here’s the kicker: it can’t stop there. True CX leadership means balancing those economic imperatives with a human-centered approach. It’s about designing and delivering experiences that genuinely value and benefit all the humans involved. Employees who feel empowered and engaged. Customers who feel seen and respected. Stakeholders who see the tangible business value of doing right by people. The best CX strategies don’t force you to choose between business success and human-centric design. They show you how to achieve both.

What’s the No. 1 challenge facing CX teams right now? And how should they navigate it?

If there’s one thing keeping CX leaders up at night, it’s this: How do we prepare for a future that feels like it’s constantly shifting under our feet? The truth is, uncertainty isn’t new—it’s always been part of the game. But today’s uncertainty feels different. Bigger. Faster. And let’s be honest, AI is the wildcard nobody can ignore. Will AI make things better or worse? The answer is “yes.” AI has incredible potential to streamline processes, personalize interactions, and free up employees to focus on more meaningful work. But it also risks introducing complexity, amplifying bias, or replacing human empathy with cold efficiency. The challenge is figuring out where AI adds value and where it subtracts it—and that’s not always obvious. Then there’s the question of people. As technology evolves, so does the role of humans in CX. We’re not going to out-automate machines—but we can out-human them. The future of CX belongs to those who double down on the human skills machines can’t replicate: empathy, critical thinking, creativity, and the ability to connect. We need to stop treating technology and people as competitors and start seeing them as collaborators. And finally, how do we define and measure CX success? The old metrics won’t cut it anymore. NPS, CSAT, and FCR are helpful, but they’re lagging indicators—they tell us what did happen, not what will. We need to get ahead of the curve with predictive metrics that connect customer experience to business outcomes, while also recognizing the broader ripple effects CX has on employees, customers, and even society. Here’s the bottom line: preparing for an uncertain future requires more than a roadmap. It requires agility, foresight, and a willingness to challenge the status quo. It’s not about having all the answers today—it’s about asking the right questions and staying ready to adapt when the answers change.

Which is your favorite CX event to attend and why?

My favorite CX events are the ones that go beyond the typical conference/tradeshow format. The best ones blend hands-on, immersive learning—where you can dive into real challenges and leave with practical takeaways—with experiences that create unique, memorable moments. I love walking away from an event feeling like I’ve gained a new perspective and a network of people who shared in that experience and I can rely on to help me challenge, affirm, or explore new ideas in the future.

What’s your big prediction for the future of CX?

The biggest shift we’ll see in the future of CX is the transition from transactional experiences to relational ecosystems. Customer interactions won’t be standalone events—they’ll be part of a continuous, interconnected journey powered by AI, data, and human ingenuity. Technology will redefine what’s possible, but the real differentiator will be how businesses blend that tech with empathy, trust, and a deep understanding of human needs. Companies that succeed won’t just serve customers; they’ll partner with them, co-creating experiences that are personalized, proactive, and mutually beneficial. In short, the future of CX isn’t just about getting better at responding to customers—it’s about anticipating, adapting, and building relationships that stand the test of time.

How will you keep contributing to the CX community?

Curiosity has always been my compass, and it’s not going anywhere. I’ll keep pursuing the stories, experiences, and technologies shaping the future of CX—asking questions, digging deeper, and challenging assumptions along the way. But it doesn’t stop there. I’ll openly share what I’m learning, observing, and experiencing. Whether it’s through talks, writing, or conversations, my goal is to give back to the community that’s given me so much. No filters, no gatekeeping—just honest insights that help us all move forward. And most importantly, I’ll continue being a connector. CX isn’t a solo journey—it’s about growing together. I’ll keep bringing people together, creating spaces where ideas collide, relationships thrive, and we collectively get better at what we do. That’s how we win—not as individuals, but as a community.