Rock Hudson gives Elizabeth Taylor a foodie lesson in 1956’s Giant about the origin of barbeque. Barbacoa de Cabeza isn’t a dish that most would immediately think of as “barbeque” today, but the cooking technique is certainly replicated for many kinds of common barbeque. Spanish explorers learned that technique on the island of Hispaniola and brought it with them to mainland America. Today, whether you prefer Kansas City, Texas, Carolina, or Memphis barbeque, they all have one thing in common – cooking meat “low and slow” over and indirect flame.

During one of the first conversations I had with Justin Robbins in person, we talked about barbeque, bourbon, and CX. In this episode, I pick Justin’s “cabeza” about all those things and more!

We discuss: • Change Management • Voice of Customer programs • Delivering unapologetically unique experiences • Understanding customer feedback • What barbeque can teach us about Customer Experience • Reflective and Predictive measures Connect with Justin on LinkedIn – https://www.linkedin.com/in/justinmrobbins/

Metric Sherpa – https://metricsherpa.com/

Justin’s article on Change Management – https://www.icmi.com/resources/2024/the-broken-approach-to-contact-center-management

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/