The CX Goalkeeper had the great opportunity to interview Justin Robbins
LinkedIn Headline: Founder & Principal Analyst at Metric Sherpa
Highlights:
00:00 Introduction
00:46 Topic of energizing and motivating people in customer experience transformation
01:52 Introduction of Justin Robbins
02:58 Justin Robbins on his values and integrity
03:57 Discussion on Justin’s passion for barbecuing
05:15 The gap between customer experience aspirations and delivery
07:30 Coping with the gap and making an inventory of broken promises
08:29 Challenges of standardization and personalization in customer experience
08:59 Finding energy in contact centers and design teams
11:21 Cultivating a growth mindset and continuous learning
11:50 Justin’s energy and motivation in his work
14:05 Importance of community and curiosity
14:45 Discussion on CX Accelerator community
16:33 Embracing the unexpected and having a growth mindset
18:52 Connecting with others, curiosity, and leveraging data for success
22:25 Future conversations on human component of customer experience
23:21 Three pieces of advice: be a connector, be curious, leverage metrics
27:06 Reflection on conversations in 10 years from now
27:34 Book recommendation: “Lead the Field” by Earl Nightingale
29:30 Contacting Justin Robbins
30:09 Justin’s golden nugget: Consistency in the little things
32:06 Conclusion and audience feedback
and much more
Justin’s Contact Details:
https://www.linkedin.com/in/justinmrobbins/
mobile: +1 757-429-4357.
https://twitter.com/justinmrobbins
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