Justin Robbins Email & Phone Number

Wilmington, Nc, Us

At Metric Sherpa, we transform customer experience into a measurable business advantage. With a focus on actionable insights and proven strategies, we guide global CX leaders and solution providers in defining success, predicting outcomes, and consistently delivering exceptional results.Our Core Services:1. CX Research & AdvisoryWe provide deep industry insights, validate strategies, and uncover innovation opportunities. Our advisory services help refine go-to-market strategies, optimize CX operations, and drive meaningful business impact.2. Content & Community EngagementWe craft high-impact content that builds trust and sparks conversations. From thought leadership to custom reports, we help brands educate, inspire, and connect with their audiences while fostering thriving communities.3. Presentation & Event ServicesOur experts deliver engaging keynotes, workshops, and event consulting, ensuring impactful experiences that inspire action and drive change.Specialties:- Original CX research and trends analysis- CX strategy and leadership development- Multimodal customer interaction design- Quality assurance and VoC programs- Employee engagement and performance optimizationAt Metric Sherpa, we help you navigate the evolving CX landscape with precision and purpose.

CX Accelerator is a non-profit community that exists to equip, encourage, and connect Customer Experience professionals at every stage in their journey.

Nashville, Tennessee, Us

QATC is an organization devoted to facilitating the education, sharing of ideas, and distributing knowledge among quality assurance and training professionals in the contact center.

Colorado Springs, Colorado, Us

As a Certified Business Associate with ICMI, Justin is part of an elite group of consultants and educators qualified to deliver ICMI’s Consulting Methodology and Training Courses globally. In this role, he helps organizations elevate their contact center operations and customer experience strategies through proven methodologies and practical, results-oriented training. Justin’s expertise ensures clients receive actionable insights and guidance, aligning with ICMI’s standards of excellence.

Campbell, Ca, Us

Partnered closely with the executive team to steer the organization’s transformative pivot into customer experience. Justin led initiatives in brand storytelling and positioning, sharpening competitive intelligence, enhancing customer marketing, and driving strategic events. His efforts extended across global teams, where he contributed to a cohesive, forward-thinking growth strategy. From aligning sales enablement to reinforcing brand identity, Justin’s work at 8x8 played a critical role in positioning the organization for its next phase of growth.

San Francisco, California, Us

Reported directly to the CMO, leading efforts in analyst relations, public relations, content marketing, and brand storytelling. He collaborated closely with the sales, channel, and marketing teams to elevate UJET’s brand voice and build credibility within the contact center industry. His work focused on creating impactful educational resources and best practices to empower UJET’s customers and partners, positioning UJET as a trusted thought leader in customer experience innovation.

London, Gb

Joined ICMI & HDI to lead global training and professional certification, quickly rising through roles to become Group Director of Content and Community. In this role, he shaped and delivered essential courses on contact center and customer experience best practices and provided actionable consulting to clients worldwide. Justin spearheaded high-impact projects for solution providers like Salesforce, Oracle, Zendesk, and NICE, all while managing the community initiative, editorial content, and social engagement strategies. His collaboration with the PR team secured high-profile media placements, and he represented ICMI & HDI as their primary spokesperson. Justin also directed the organization’s global contact center awards program, fostering industry excellence and celebrating innovation in CX.

Hershey, Pa, Us

As Manager of Training and Guest Experience at Hershey Entertainment & Resorts, Justin led the 1-800-Hershey contact center's hiring, onboarding, quality assurance, training, and AAA/Forbes compliance initiatives. He also represented the company as an ambassador in new hire orientations. Justin spearheaded the transformation of Hershey’s Quality Assurance and Training programs during a period of significant change—merging departments, unifying contact centers, launching a new property management system, and redefining how customer experience improvements were delivered, measured, and valued. Through his work, he became recognized as an authority in enhancing first contact resolution, reshaping quality programs, and designing impactful learning and development functions.

Managed a diverse roster of bands, including Dove and Grammy award-winning artists. Justin's role encompassed business management, tour planning, and strategic support to ensure each artist’s success. Through meticulous planning and industry insights, he helped elevate his artists’ reach and visibility, setting the foundation for memorable and impactful tours.

Bellingham, Wa, Us

As Assistant Manager of Written Communications at Grizzly Industrial, Justin established the contact center team dedicated to email and chat support, enhancing Grizzly's ability to provide timely, personalized service across digital channels. Through his leadership, this team became a core component of the customer experience strategy, delivering responsive, high-quality interactions that aligned with Grizzly’s service standards.

Justin built his career from Front Desk Associate to General Manager, gaining hands-on experience across several properties and multiple brand flags with Intercontinental and Choice Hotels. Starting on the front lines and progressing through leadership roles, he focused on improving key operational metrics, from guest satisfaction scores to occupancy rates and revenue performance. As General Manager, Justin implemented operational efficiencies and enhanced staff training programs, driving measurable improvements in service delivery and financial outcomes. His commitment to elevating hotel performance helped each property achieve higher standards in both guest experience and operational success.

Education record

Education record