Justin Robbins is a seasoned expert in customer experience strategy, operations, and business transformation. As the Founder and Principal Analyst at Metric Sherpa, Justin helps CX solution providers and enterprise brands achieve measurable business outcomes by aligning their customer experience strategies with operational excellence and market needs. With over 20 years of experience in CX operations, training, and research, Justin has partnered with Fortune 500 companies and industry leaders to design customer strategies that drive revenue, loyalty, and long-term growth. His approach emphasizes simplicity and scalability, helping organizations cut through complexity to deliver exceptional customer interactions that make a tangible impact. Justin’s career includes leadership roles at ICMI & HDI, where he directed global research initiatives, authored benchmarking studies, and provided consulting to improve CX and contact center performance. He has also worked closely with SaaS providers like Talkdesk, UJET, and 8x8, advising on go-to-market strategies and content that resonates with CX leaders. Earlier in his career, Justin managed front-line operations and led organizational transformations at companies like Hershey Entertainment & Resorts and Network Solutions. A dynamic and engaging speaker, Justin frequently presents at industry conferences and executive workshops, delivering actionable insights on performance metrics, CX innovation, and the evolving role of customer experience in business success. He also serves on the CX Accelerator Board and advises the Quality Assurance & Training Connection (QATC), supporting leaders as they navigate challenges and seize opportunities in the CX landscape.