CX Gurus

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

Episode Summary

With 20+ years in CX operations, Justin Robbins studies why people disengage at work and what leaders can do to rebuild trust. He joins Fred for a human-centered look at engagement — starting, believe it or not, with a paper route.

Episode 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