Promise vs. Practice: Trust, Tech, and the Contact Center with Justin Robbins | Live at CCW

In the latest episode of the Speechless Podcast, host Matthew Storm sits down with Justin Robbins, founder and principal analyst of Metric Sherpa, to explore one of the biggest challenges organizations are facing today: How do brands build trust in the age of AI?

Trust is not lost in a big, dramatic moment. As Justin explains, it often erodes through a growing disconnect between an organization’s promises and what customers and employees are actually experiencing.

From the show floor at Customer Contact Week (CCW) in Las Vegas, Matthew and Justin discuss why employee experience is a critical driver of brand trust, how organizations can avoid chasing technology trends, and what it will take to create meaningful outcomes with AI.

They also cover:

• How we got here – Why trust is declining across industries?
• The connection between employee experience, CX, and brand trust.
• Why technology won’t build trust without the right strategy, work design, and change management
• The dangers of focusing on hype and trends instead of your real business problems
• Justin's biggest observations from CCW and the industry's rush toward "agentic" AI: What brands get wrong when implementing AI too quickly
• Memorable Speechless moments in CX from two industry veterans

The most powerful takeaway? AI can’t automate trust; you have to earn it.

 Listen now 👉