Justin Robbins
Customer experience voice
31 stories · newest first · 6 in 2026 · 0 in the last 90 days
Stop Chasing Perfect Forecasts. Start Running a Service Team That Can Adapt in Real Time.
Metric Sherpa's Justin Robbins explains why contact centers must abandon static planning and embrace dynamic workforce orchestration to adapt
Justin Robbins · 10 min read · 14 Jul 2026
The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said.
I have sat through a lot of panels at customer experience events. Most of them are polite. Speakers agree with each other. Nobody says the uncomfortable thin...
Rob Scott · 5 min read · 2 Jul 2026
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect Customer) , Deepak Nair (SVP, AI Transformation, Citizens Bank) , and Justin Robbins (Founder an...
Rob Scott · 1 min read · 1 Jul 2026
How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide
Six AI capabilities that measurably improve contact center agent efficiency in 2026 - with benchmarks, expert quotes, and buyer evaluation.
Sean Nolan · 11 min read · 24 Jun 2026
Why Voice AI Adoption Is Accelerating in 2026
From credit unions to global banks, voice AI is delivering real results. Here's what the data and deployments reveal in 2026…
Thomas Walker · 7 min read · 10 Jun 2026
Enterprise Connect 2026 Reflections: From Hype to Hard Questions
10 CX industry leaders. One show floor. Zero filter. We asked the hard AI questions at EC 2026 so you don't have to. Watch the full series now.
Rob Scott · 9 min read · 13 Mar 2026
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Explore the Thoma Bravo Verint acquisition and its implications for AI-powered customer experience platforms.
Rhys Fisher · 6 min read · 10 Dec 2025
Contact Center Economics in the Age of Voice AI: An Inside Look
Voice systems that sound too robotic, IVR structures that are too rigid, doom loops that offer no way out… almost every consumer can relate. Yet, the needle ...
Charlie Mitchell · 5 min read · 20 Oct 2025
Why Are So Many Contact Center Auto-QA Projects Failing?
Earlier this year, Neil Smith, VP of Technical Support at Iterable , discussed his company’s underwhelming pilot of a contact center automated quality assura...
Chris Porter · 4 min read · 8 Oct 2025
Faster Innovation Demands Smarter Contact Centers
Contact centers find themselves at the intersection of a major hype cycle around AI. Many have invested heavily in AI or secured funding to do so, but have s...
Charlie Mitchell · 4 min read · 25 Sept 2025
The Latest on Thoma Bravo Rolling Up Verint, Salesforce's Acquisition Streak, & More
CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts join the panel to ru...
Charlie Mitchell · 1 min read · 3 Sept 2025
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
In July, two US senators proposed the "Keep Call Centers in America Act of 2025". If it passes, the bill would serve two primary purposes: Ensure customers a...
Charlie Mitchell · 5 min read · 2 Sept 2025
US Senators Propose Bill to Mandate the Right to Human Customer Service
Two US senators have proposed a bill that forces contact center agents to immediately disclose their location and/or whether they’re AI. The bill would then ...
Charlie Mitchell · 4 min read · 4 Aug 2025
Verint Is In Talks to Be Acquired by Thoma Bravo, Reports
Private equity giant Thoma Bravo is negotiating a takeover of Verint. That’s according to Bloomberg, with the publication citing "people familiar with the ma...
Charlie Mitchell · 3 min read · 2 Jul 2025
Is NPS Really BS? Another Study Suggests So
Since its inception in 2003, the Net Promoter Score (NPS) has been a constant fixture in many customer experience reports, internal and external. However, la...
Rhys Fisher · 5 min read · 26 Jun 2025
CX Awards Deadline is Fast Approaching - May 23rd
The clock is ticking. In just seven days, the opportunity to stand among the customer experience elite will slip away as applications for the CX Awards 2025 come to a close.
Charlie Mitchell · 5 min read · 18 May 2025
Introducing the Judges for the CX Awards 2025
Every day, an AI startup, an industry stalwart, or a big tech giant seems to bring a new solution to market, promising to transform customer experiences. Yet...
Charlie Mitchell · 6 min read · 6 May 2025
8x8 Makes Four Big Moves to Close the Gaps Between CCaaS, UCaaS, & CPaaS
8x8 has released four feature updates to pull together its enterprise communications portfolio. By announcing each as part of one coordinated release, 8x8 ai...
Charlie Mitchell · 5 min read · 2 Apr 2025
AI in Customer Support: 7 Industry Pros Share Their Predictions
Enterprise technology is evolving at an unprecedented speed, and AI is the rocket fuel. Yet, customer support teams have little experience with AI beyond pre...
Charlie Mitchell · 5 min read · 18 Feb 2025
10 Customer Experience Leaders Share Their Most Valuable Lessons
When leaders share best practices and learn from one another, customer experiences improve. In this spirit, CX Today’s All-Star initiative was born. Today’s ...
Floyd March · 5 min read · 4 Feb 2025
7 Best Practices for Building a Great Contact Center Culture in 2025
Building a great contact center culture is complicated. It’s not as simple as just walking into a space and being a cheerleader or focusing solely on being a...
Charlie Mitchell · 6 min read · 9 Jan 2025
7 Best Practices for Contact Center Workforce Management (WFM) in 2025
Since 2020, the contact center workforce management (WFM) space has shifted in two significant ways. First, the shift to remote work. The pandemic forced man...
Charlie Mitchell · 6 min read · 30 Dec 2024
6 Best Practices for the Work-From-Home (WFH) Contact Center in 2025
The pandemic forced everyone to work from home. Now that the health emergency is over, executives have choices again. With that choice, some are maintaining ...
Charlie Mitchell · 4 min read · 26 Dec 2024
7 Best Practices for Contact Center AI in 2025
In a recent Gartner study of 6,000 consumers, 64 percent preferred companies not to use AI, and 53 percent disliked AI so much they'd consider switching to a...
Charlie Mitchell · 7 min read · 23 Dec 2024
10 Best Practices for Contact Center Quality Assurance in 2025
Quality Assurance (QA) offers contact centers the chance to motivate agents, support their development, and monitor customer service delivery. As such, it’s ...
Charlie Mitchell · 6 min read · 23 Dec 2024
Introducing Contact Center Talk with Justin Robbins
With deep experience running contact centers, consulting customer service teams, and advising CCaaS vendors, Justin Robbins is one of the industry’s most rec...
Charlie Mitchell · 3 min read · 23 Dec 2024
Contact Centers! Are You Ignoring the Elephant In the Room?
In the contact center space, it's easy to ignore the elephant in the room: the obvious issues holding us back but that we choose to avoid. Recognizing this, ...
Charlie Mitchell · 1 min read · 28 Oct 2024
8x8 Finds Its CCaaS Groove in the Midmarket, Sees Deals Spike in the Segment
8x8 has announced a 35 percent year-over-year (YoY) spike in CCaaS deals with midmarket enterprises that have 250 contact center agents or more. Additionally...
Charlie Mitchell · 3 min read · 22 Aug 2024
CX Predictions 2024: 11 Experts Have Their Say
CX Today has launched a CX Predictions series for 2024, sharing golden snippets of insight from 11 of the customer experience industry's most prominent figur...
Charlie Mitchell · 3 min read · 6 Dec 2023
Teleperformance Strikes $185MN Megadeal with Microsoft to Launch GenAI Solution
Last week, Teleperformance sent shockwaves across the customer experience BPO space, striking a $185MN deal with Microsoft to release a proprietary contact c...
Charlie Mitchell · 2 min read · 29 Jun 2023
The Latest BIG News from Salesforce, Twilio, and UJET
New product launches, research, and tech valuations feature in our latest video edition of BIG News, which boasts not one, not two, but three great guests. J...
Charlie Mitchell · 1 min read · 12 Oct 2022