GREAT panel with @justinmrobbins and Gerardo from AMEX. “It’s not us against the customer. It’s us WITH the customer against the situation.” #RECX #CX

📢 Have you heard? NEW at #EnterpriseConnect 2026 - @justinmrobbins will be the Emcee, bringing his dynamic energy and bold insights to Las Vegas on March 10-12. Check out his video at the link below and get ready for Vegas! 🎲 https://t.co/5WmgCgXnYC #CX #AI #Collaboration #AV

Tipped my Uber driver. The app charged me 2x. Support? A chatbot loop that apologized, redirected, & then abruptly ended the chat. No next step. No human. Just…closed. Automation should enable recovery, not block it. #CX #CustomerExperience #AI #ServiceDesign

Congrats to the @creovai team on today’s announcement of an acquisition by Capacity. It's strong signal for #CX: automation, intelligence, and human enablement must converge. 🔗 https://t.co/Zz9cWpYm1S #AgentAssist #AIinCX #BusinessIntelligence

Would you wait months for a pair of shoes? I did & it turned out to be one of the best customer experiences I’ve ever had. @BECKETTSIMONON delivered a masterclass in transparency & trust. Here’s what I learned 👉🏼 https://t.co/UtwSvZIgJO #CX #ecommerce #business

Good leaders chasing cheap wins are the real threat in the boardroom. They trade long-term leverage for short-term applause. https://t.co/RuiIyvviB2 #Leadership #BusinessStrategy #ExecutiveInsights #CustomerExperience #DigitalTransformation

“A brand ignored my complaints about a defective product. No refund. No solution. Just silence.” This is how trust dies. My latest research explores the #CX Confidence Disconnect, the widening gulf between brands & their consumers. https://t.co/jxAsReRuSw #CustomerExperience

Our new research shows 86% of leaders believe their brand promises are trusted. Fewer than half of customers agree. And 59% walk away after a single failure. This is the CX Confidence Disconnect: the hidden risk to loyalty, revenue, and reputation. https://t.co/lvKTUngZu2 #cx

Customer experience is outcomes. Revenue. Retention. Loyalty. Growth. The real question: What actions set us apart in how we serve our customers? Full episode with @Nextiva: https://t.co/0TS4ftRMkx #CX #TheFormula #MetricSherpa

NEW!! Justin Robbins @justinmrobbins, Founder of Metric Sherpa, will be the Emcee for #EnterpriseConnect 2026, bringing his dynamic energy and bold insights to Las Vegas on March 10-12. Check out his video at the link below and get ready for Vegas! 🎲 https://t.co/5WmgCgXnYC

Most companies don’t design their customer experience. They stumble into it. That’s a problem that AI can help solve. I dug into this on @Nextiva’s The Formula. Watch here: https://t.co/9hR7wsKrQv #CX #TheFormula

AI isn’t failing CX, your knowledge base is. In my convo with @justinmrobbins, we unpack the real reason Voice AI deployments go sideways—and what to do about it. Here's what stood out🧵

Use AI for QA? Don’t use AI? Either way, you still need coaching, context & next steps. 🤔 We partnered with @justinmrobbins and Metric Sherpa to bring some clarity. Download the guide now: https://t.co/gqoPVClgOY #ContactCenter #AI #QualityAssurance #Coaching

Nothing to see here. Just Vader, a Jawa, & a couple of bounty hunters casually strolling through #RDU. Apparently, The Mandalorian & The Empire booked the same outbound flight. Me? Off to SFO for the week May the 4th be with you. Always. #MayThe4thBeWithYou #StarWarsDay

Nate & I are on the ground in San Diego for #CustomerService & Experience West We’re leading main stage panel discussions, facilitating roundtables & more the next two days. Stay tuned here for interviews, updates, & a recap of the biggest topics being discussed onsite. #cx

Your team’s doing great work—but no one sees it. That’s not a performance issue. It’s a perception one. My latest post unpacks how Outside-the-Sphere Thinking builds real visibility and influence. Read it here:

Who keeps getting invited to CX automation discussions too late? 📌 The service or support ops leader. Read my latest blog post to learn why this poses a major risk for organizations. → https://t.co/BerC191JEc #CX #AI #CustomerExperience

Always fun to catch up with @justinmrobbins ! @enterprisecon @Five9 #MetricSherpa

CX isn’t a vanity metric—it’s a business driver. Ahead of #EC25, Crystal Miceli of @Talkdesk said it best: CX must tie to real business goals. Join me March 17 for a powerhouse panel on AI, IT, & CX strategy. 🔗 RSVP: https://t.co/9UBiSyA13n #CustomerExperience #AI

💰 Want to save $400 on registration? Use promo code: Robbins400 I’ll be sharing key insights leading up to the event—stay tuned. Hope to see you at Enterprise Connect! #EnterpriseConnect #CX #UnifiedCX #ContactCenter #EC2025 (5/5)