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/ https://metricsherpa.com/ [email protected] mobile: +1 757-429-4357. https://twitter.com/justinmrobbins ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership