@metricsherpa

We provide insights and strategies to help organizations deliver better CX.

Customer Feedback Gone Wrong + Ice Fishing & Beach Photos | CX & Coffee Ep. 15
Customer Feedback Gone Wrong + Ice Fishing & Beach Photos | CX & Coffee Ep. 15
Are You a Relatable Leader or Just Playing One?
Upskilling Customer Service Agents: Part One, The Knowledge Curator
Upskilling Customer Service Agents: Part One, The Knowledge Curator
Your Customers Shouldn’t Have to Be the Experts | CX & Coffee Ep. 14
Your Customers Shouldn’t Have to Be the Experts | CX & Coffee Ep. 14
Innovation Showcase | Enterprise Connect
Innovation Showcase | Enterprise Connect
Philosophy, Corporate Greed, and the Future of CX: A Conversation with Michael Yodice
Can Effort Build Loyalty? Exploring Good Friction | CX & Coffee Ep. 13
Can Effort Build Loyalty? Exploring Good Friction | CX & Coffee Ep. 13
Five Signs Your CX Program Is Stuck at the Surface—and What to Do About It
Blind Taste Test: Is There A Difference Between a $5, $15, and $35 Coffee? | CX & Coffee Ep. 12
Blind Taste Test: Is There A Difference Between a $5, $15, and $35 Coffee? | CX & Coffee Ep. 12
Customer Experience Solutions and Services | Metric Sherpa
The Coming Cratering of Customer Experience—and the Renaissance That Will Follow
Webinar: Your Contact Center Knowledge Base May Be Failing You (and What To Do About It)
Webinar: Your Contact Center Knowledge Base May Be Failing You (and What To Do About It)
Justin Robbins
Justin Robbins
The Flaws of Automated Quality Assurance in Contact Centers
Don’t Get Angry, Get Relevant: How CX Leaders Can Finally Get Their Seat at the Table
The Annual Review Process is Broken – Let's Fix It | CX & Coffee Ep. 11
The Annual Review Process is Broken – Let's Fix It | CX & Coffee Ep. 11
Leading the Way for the Contact Center Industry: ICMI’s 2025 Top 25 Thought Leaders
Leading the Way for the Contact Center Industry: ICMI’s 2025 Top 25 Thought Leaders
From Cast Iron Frittatas to Ditching NPS | CX & Coffee Ep. 10
From Cast Iron Frittatas to Ditching NPS | CX & Coffee Ep. 10
The ROI of CX: Bridging the Business Gap
ITEXPO - Generate Better Business Outcomes
ITEXPO - Generate Better Business Outcomes
10 Strategies to Help Agents Feel Less Lonely
10 Strategies to Help Agents Feel Less Lonely
Why Contact Center Culture Stalls—and How to Fix It
Canned Coffee Showdown and Self-Service Fails | CX & Coffee Ep. 9
Canned Coffee Showdown and Self-Service Fails | CX & Coffee Ep. 9
How to create a customer experience journey map
How to create a customer experience journey map
Embracing Accents, Preserving Identity: How Sanas is Redefining Human Connection in CX
Starting Fresh: CX Trends, 2025 Focus, & Olympia Coffee Review | CX & Coffee Ep. 8
Starting Fresh: CX Trends, 2025 Focus, & Olympia Coffee Review | CX & Coffee Ep. 8
Unified CX Strategy: Bridging the Gaps in Enterprise Customer Interactions
Unified CX Strategy: Bridging the Gaps in Enterprise Customer Interactions
Support Driven Summit - Austin 2025 — Support Driven
Support Driven Summit - Austin 2025 — Support Driven
Sweet Coffee Challenges, Naughty & Nice CX Moments, and Festive Reflections | CX & Coffee Ep. 7
Sweet Coffee Challenges, Naughty & Nice CX Moments, and Festive Reflections | CX & Coffee Ep. 7
Experiences in Crisis: The Disparity Dilemma
Mission-Driven CX: An Improved Guide
Reflections on 10 Years of Centrical: A Conversation with Gal Rimon
Father-Son Adventures, Power Outages, and the Worst Coffee Ever? | CX & Coffee Ep. 6
Father-Son Adventures, Power Outages, and the Worst Coffee Ever? | CX & Coffee Ep. 6
Holiday Traditions, Trader Joe’s Instant Coffee & Fixing Customer Service QA | CX & Coffee Ep. 5
2025: The Year AI Moves from Toy to Tool in Customer Experience
Working Well: When holidays present rude customers, taking breaks and the high road preserve peace
Working Well: When holidays present rude customers, taking breaks and the high road preserve peace

Upcoming Events & Webinars

Voice of the Employee Building a Contact Center Culture Where Everyone Feels Heard and Value
Voice of the Employee Building a Contact Center Culture Where Everyone Feels Heard and Value
Enterprise Connect - Communications & Collaboration Transforming Business
Enterprise Connect - Communications & Collaboration Transforming Business
2025 Vision: The Future of Contact Center KPIs and Performance Metrics
2025 Vision: The Future of Contact Center KPIs and Performance Metrics

Metric Sherpa Services

Customer Experience Solutions and Services | Metric Sherpa
Thanksgiving Leftovers, Bourbon Barrel-Aged Coffee & CX Investments | CX and Coffee Ep. 4
Thanksgiving Leftovers, Bourbon Barrel-Aged Coffee & CX Investments | CX and Coffee Ep. 4
Peak Season Lessons & Origin Coffee’s Resolute Blend | CX and Coffee Ep. 3
Peak Season Lessons & Origin Coffee’s Resolute Blend | CX and Coffee Ep. 3
Barbacoa de Cabeza featuring Justin Robbins
Barbacoa de Cabeza featuring Justin Robbins

Blog Posts

Value Force Multipliers: The Key to Amplifying CX Impact
Moving From Best Practices to Next Practices
Customer Experience Is Being Absorbed. And That’s Okay.
Revolutionizing Contact Centers: How AmplifAI’s AI Empowers Leaders And Agents For Success
Tomorrow's CX Starts Today: 6 Skills Every Contact Center Team Needs to Master
Tomorrow's CX Starts Today: 6 Skills Every Contact Center Team Needs to Master
Three Cities, Three Events, and Uncovering the Real Challenges in CX
Three Cities, Three Events, and Uncovering the Real Challenges in CX
The AI Dilemma: How Transparency Erodes Trust in Customer Experience
Calm Voices, Calmer Agents: How Softbank’s AI is Tackling Contact Center Stress
FTC Rules on Fake Reviews: A Long-Awaited Cleanup of Online Trust Issues
Meet Aimiable: An Interview with Olga Gomonova
Embracing Humanness in the Era of AI
Eight Years Later and Still Falling Behind: How Customer Service is Failing to Adapt
Conferences in Crisis: What’s Missing in the CX Event Experience?
What a Rogue Blimp Can Teach Us About Customer Experience
Metric Sherpa: What's in a Name?

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