Justin Robbins has spent more than 20 years exploring how human connection and technology shape customer interactions and business outcomes. Over his career, Justin has managed contact centers, built service organizations, led global training programs, authored influential research, and advised SaaS companies on go-to-market and executive communications. Today, as Founder and Principal Analyst at Metric Sherpa, Justin blends research, strategy, and storytelling to help organizations cut through complexity and act with confidence. He also serves on the Board of Directors at CX Accelerator and the Quality Assurance & Training Connection, supporting customer experience professionals across their careers.