Nate Brown & l are on the ground in San Diego for #CustomerService & Experience West

We're leading main stage panel discussions, facilitating roundtables, & much more the next two days.

Stay tuned here for interviews, updates, & a recap of the biggest topics being discussed onsite. #cx

Great work doesn’t always get noticed.

That’s not your team’s fault—it’s a perception problem.

Thinking outside the box isn’t enough anymore. Real leadership means thinking outside the sphere.

In this post, I share how to earn visibility that sticks.

Read here: metricsherpa.com/stop-thinkin...

Who gets looped into CX automation too late?

The service or support ops leader. 😑

The team closest to customer interactions is last to weigh in. The result? Workflows break. Employees struggle. Customers feel it.

I break it down here: metricsherpa.com/whos-buying-...

#CustomerExperience #CXTech

Imagine this: One of your employees gets a terrible rating from a customer.

Would you allow them to go back and challenge that feedback? We explore it all on CX + Coffee this week.

Watch the full episode here: www.youtube.com/watch?v=oYaS...

#CustomerFeedback #PatientExperience #CXandCoffee

☕ Can a $35 coffee outshine Maxwell House? I put it to the test—blindfolded. Plus, is returning to the office really about productivity, or just a trust issue in disguise? Big coffee takes & bigger leadership lessons in this week’s CX & Coffee. Watch now: www.youtube.com/watch?v=0gUw... #CXandCoffee

Is your NPS score helping or just making the boardroom feel good?

This week on CX and Coffee, we unpack the flaws of NPS and review Hershey’s Nibby Coffee—a solid brew with a unique cacao twist.

Watch now: www.youtube.com/watch?v=6lQW...

What’s your go-to CX metric?

#CustomerExperience

What’s holding your contact center culture back?

In my new article, I explore how outdated practices and metrics are keeping contact centers stuck—and what leaders can do to empower their teams and redefine success.

📖 Check it out: metricsherpa.com/why-contact-...

#contactcenter

A journey map isn’t just a picture—it’s a plan.

I shared with CX Dive how to:

Pinpoint friction points,
Align teams, &
Create CX that’s intentional.

Journey mapping isn’t fluff—it’s function.

Read more: www.customerexperiencedive.com/news/how-to-... #customerexperience

Marty left a Christmas tree up until June. 🎄

In Ep. 8 of CX and Coffee, we dive into CX predictions, proactive leadership tips, and Olympia Coffee’s amazing Sweetheart Blend. ☕

What’s your 2025 focus?

Watch here: www.youtube.com/watch?v=1YPQ...

#CXandCoffee #CustomerExperience

CX isn’t failing because it’s a bad idea—it’s failing because silos and misaligned goals are sabotaging it.

Marketing, Sales, Ops, and Support are chasing different things while customers are stuck in the chaos.

Ready to fix it? Read my take: metricsherpa.com/experiences-...

#customerexperience

Work from home isn’t just a trend—it’s the future for contact centers.

In Ep. 3 of Contact Center Talk, Michele Rowan joins me to reveal 6 ways to make remote work actually work.

Catch the episode now: www.cxtoday.com/wfo/best-pra...

#ContactCenterTalk #RemoteWork #CX #ContactCenter

Excited to wrap up 2024 with something big!

I'm partnering with CX Today on Contact Center Talk, a new mini-series diving into QA, AI, & more.

Episode 1: 10 QA Best Practices.

Episode 2: 7 AI Best Practices.

More coming soon!

Watch now: www.cxtoday.com/contact-cent...

#ContactCenter #CX

In 2025, AI in #CX won’t be about if you use it—but how well you do it. Pragmatic use cases, cross-functional strategy, & human-AI collaboration will separate leaders from laggards.

Read more: metricsherpa.com/2025-the-yea...

#CustomerExperience #DigitalTransformation #AIFuture

CX leaders keep telling me the same thing: “We don’t need more stats. We need solutions.”

That challenge sparked my latest research on Value Force Multipliers (VFMs)—small moves that create massive CX impact.

Read more: metricsherpa.com/value-force-...

#customerexperience #cx

Bourbon barrel coffee, smoked turkeys, and #CX wisdom: what more could you want?

In CX and Coffee Ep. 4, Justin & Marty tackle #AI, people vs. tech, and the art of leftovers.

Grab a mug & join us!

Watch here: www.youtube.com/watch?v=mCgl...

#customerexperience #CXandCoffee

Are best practices holding you back?

Transformation isn’t optional. The future belongs to those bold enough to rewrite the rules.

Let’s stop recycling the past and start creating what’s next.

Read more: metricsherpa.com/moving-from-...

#CX #CustomerExperience

Marty and I dive into coffee, CX, and laughs weekly on #CX and #Coffee! 🎙 This week: Peak season prep, lessons from Hershey's "August Crunch," and UK’s Origin Coffee Resolute Blend. 🎧 30 mins of stories + insights! Watch Ep. 3: www.youtube.com/watch?v=Bmhi.... How’s your team prepping? #CXandCoffee

Working in the contact center can be a catalyst for massive growth.

And today, #contactcenter roles are evolving faster than ever.

In my latest for CMSWire, I cover six essential skills to future-proof your team for the changing #CX landscape.

www.cmswire.com/contact-cent...