Justin Robbins is a leading voice in customer experience strategy and operations.
As Founder and Principal Analyst at Metric Sherpa, he helps CX solution providers and enterprise brands align strategy with execution—driving outcomes, not just ideas.
With two decades of experience in CX, contact centers, and SaaS go-to-market, Justin has advised Fortune 500s and top tech firms. His work spans everything from front-line ops to executive strategy—always with a focus on simplicity, scalability, and impact.
He’s led global research at ICMI & HDI, built customer programs that grow loyalty and revenue, and helped product and marketing teams cut through the noise to connect with CX buyers. A dynamic speaker and trusted authority, Justin brings clarity to complexity and moves teams from insight to action.
He serves on the boards of CX Accelerator, ICMI, and QATC, and is regularly tapped by brands, boards, and event organizers looking for bold, data-backed CX expertise.