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Field Dispatch

Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX

Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX
CX Gurus
0:00 1:01:23
Listen on Apple Podcasts

Briefing Notes

Justin Robbins is a thought leader in customer experience with a human-centric approach to workplace engagement and over two decades in CX operations and leadership. He joins Fred to unpack why disengagement happens at work — and the practical moves leaders can make to restore trust and motivation.

In this episode:

  • Justin's origin story and the paper-route lesson in honoring preferences
  • Why disengagement actually happens
  • Removing the friction points that frustrate agents
  • Using technology to support — not replace — human connection
  • The leader's role in engagement, and why continuous learning matters

Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Featured Guests

Justin Robbins

Justin Robbins

Guest

Fred Stacey

Fred Stacey

Host

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Key Takeaways

  • Justin Robbins brings over two decades of experience in CX operations and leadership with a human-centric approach to workplace engagement.
  • Disengagement at work can be addressed through removing friction points that frustrate agents and restoring trust and motivation.
  • Technology should be used to support human connection rather than replace it in customer experience operations.
  • Leaders play a key role in engagement by fostering continuous learning and honoring employee preferences.

Frequently Asked Questions

Who is Justin Robbins?

A thought leader in customer experience with over two decades in CX operations and leadership who uses a human-centric approach to workplace engagement.

What is the main topic of this episode?

Why disengagement happens at work and the practical moves leaders can make to restore trust and motivation.

What role should technology play in customer experience?

Technology should support human connection rather than replace it.

What is mentioned as a lesson from Justin's background?

A paper-route lesson in honoring preferences is referenced as part of his origin story.