Episodios

  • Leading customer-centric transformation with empathy and AI with Tabitha Dunn

    Leading customer-centric transformation with empathy and AI with Tabitha Dunn
    Jun 16 2025
    Episode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation at global brands, Tabitha shares actionable insights for business leaders navigating innovation and AI implementation—without losing sight of the human element. Listeners will learn why beginning with an "empathy tour" is essential, how to avoid common pitfalls in transformation initiatives, and why governance and usability must be balanced in any AI strategy. Plus, she shares how CX leaders can broaden their influence by becoming fluent in cross-functional collaboration, change management, and business impact storytelling. Topics Covered: The Empathy Tour: Why leaders must deeply understand employee and customer perspectives before initiating change. AI with Purpose: How to evaluate AI technologies through the lens of real human needs—not hype. Governance Meets Usability: Balancing privacy, personalization, and user experience in AI-driven systems. Cross-Functional Buy-In: Tips for engaging finance, IT, and product teams in CX-driven transformation efforts. Skills for Modern CX Leaders: Why CX professionals should add sales training, change management, and project management to their toolkit. Avoiding Common Missteps: The three most frequent reasons transformation initiatives fail—and how to prevent them. Tabitha to the Rescue: How Tabitha steps in to course-correct projects that are stalling or misaligned. Resources & Links: Tabitha on Linkedin (https://www.linkedin.com/in/tabithadunn Stage 2 Capital (https://www.stage2.capital Bobby on LinkedIn (https://www.linkedin.com/in/bmeixner Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    25 m
  • UX for AI: Designing intelligent experiences with Greg Nudelman

    UX for AI: Designing intelligent experiences with Greg Nudelman
    Jun 9 2025
    Episode web page: https://bit.ly/4kw3gQJ ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we dive into the rapidly evolving intersection of UX design and artificial intelligence with Greg Nudelman, UX architect at Sumo Logic and author of UX for AI. Hosted by Sean Treiser, this conversation explores why conventional UX tools and mindsets are no longer sufficient in an AI-driven world—and what design leaders can do to keep pace. Greg challenges the status quo, likening traditional UI workflows to rearranging deck chairs on the Titanic, especially as AI becomes the centerpiece of digital experiences. He introduces the concept of “iceberg UX,” where visual design is only the surface, and the real value lies in content, data, and AI interactions beneath. He advocates for retiring “lorem ipsum” and instead prioritizing real, meaningful output that aligns with user context and workflows. Key topics include: Why UI alone won’t cut it in the era of AI, and what “iceberg UX” really means The death of lorem ipsum and the rise of content as core design output How to use the “value matrix” to assess risk and ROI in AI predictions Practical frameworks for incorporating AI, data, and empathy into design processes The skills UX and product teams need to thrive in a world of intelligent agents Why Greg believes UX professionals must move fast or risk becoming obsolete Greg also previews his AI UX bootcamp and shares insights from his viral content experiments, underscoring how AI is reshaping not just products but also how we market and communicate. Whether you’re a product designer, UX strategist, or CX leader, this episode will challenge you to rethink your role in a world where machines are increasingly not just tools—but collaborators. Episode links: Greg on LinkedIn https://www.linkedin.com/in/gregnudelman/ UX for AI book https://www.uxforai.com/c/ux-for-ai-book Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    43 m
  • Imagining the future: Why leaders need more than vision to succeed with Lisa Kay Solomon

    Imagining the future: Why leaders need more than vision to succeed with Lisa Kay Solomon
    Jun 2 2025
    Episode web page: https://bit.ly/4dDbMuy In this thought-provoking episode of Insights Unlocked, Jason Giles sits down with Lisa Kay Solomon—designer in residence at Stanford’s d.school, bestselling author, and strategic foresight expert—to explore how leaders can better prepare for an uncertain and rapidly evolving future. Lisa shares insights from her 20+ years in scenario planning and design, reflecting on the transformative impact of the COVID-19 pandemic and how it highlighted the critical need for imagination, empathy, and long-term thinking in leadership. She discusses the value of futures thinking in education and business, emphasizing how anticipatory leadership, scenario planning, and rapid prototyping can help organizations build resilience and stay ahead of disruption. Whether you're leading a team, crafting customer experiences, or shaping strategic decisions, this episode will inspire you to stretch your thinking, foster creativity, and embrace your role as a designer of the future. What you’ll learn in this episode: Why the pandemic marked a turning point in how leaders perceive uncertainty How imagination is an underdeveloped but essential leadership skill Practical tools like futures wheels and scenario planning to anticipate change The role of design and prototyping in shaping strategic foresight How to nurture a culture that values long-term thinking and experimentation Why attention is the new currency in the battle for meaningful innovation Resources & Links: Lisa Kay Solomon on LinkedIn https://www.linkedin.com/in/lisakaysolomon/ Jason Giles on LinkedIn https://www.linkedin.com/in/jaygiles/ Leading like a Futurist course on LinkedIn Learning https://www.linkedin.com/learning/leading-like-a-futurist/you-are-a-futurist Harvard Business Review: 5 Pandemic-Era Lessons on Leading Through Change https://hbr.org/2025/03/5-pandemic-era-lessons-on-leading-through-drastic-change?ab=HP-hero-latest-1 Stanford d.school profile: https://dschool.stanford.edu/directory/lisa-kay-solomon Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    46 m
  • Using AI to streamline and elevate UX research with Google's Alita Kendrick

    Using AI to streamline and elevate UX research with Google's Alita Kendrick
    May 26 2025
    Episode web page: https://bit.ly/4370dIB ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we’re joined by Alita Kendrick, a UX researcher at Google leading accessibility research for the Google Cloud Platform and exploring new market opportunities. Alita discusses how generative AI is revolutionizing UX workflows—from streamlining planning docs to accelerating qualitative data analysis. Host Michael Domanic and Alita dive into how tools like Gemini, ChatGPT, and UserTesting’s AI features are cutting research time in half and giving researchers back the space to focus on strategy, storytelling, and democratizing insights across organizations. Alita also shares real-world use cases, common pitfalls to avoid when starting with AI, and how AI can even help uncover your own unconscious biases. Whether you’re a seasoned UX researcher or just starting to integrate AI into your work, this episode is packed with practical advice, inspiration, and a look at what the future holds for AI-powered research. Key topics discussed: How Alita uses AI throughout the research lifecycle—from planning to analysis Time savings and operational efficiencies achieved through AI tools Creative tools like NotebookLM, Claude, and Midjourney in UX workflows How to prompt AI effectively and avoid common early mistakes Balancing AI outputs with critical thinking and business context The role of AI in democratizing research and surfacing legacy insights Personal reflections on AI adoption, experimentation, and optimism for its future Resources & Links: Alita on Linkedin (https://www.linkedin.com/in/alita-kendrick/) Michael on LinkedIn (https://www.linkedin.com/in/michaeldomanic/) Alita’s author site on NNG (https://www.nngroup.com/people/alita-kendrick/) Alita’s Efficient UX course on NNG (https://www.nngroup.com/courses/efficient-ux/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    37 m
  • Building a customer research panel with BECU

    Building a customer research panel with BECU
    May 19 2025
    Episode web page: https://bit.ly/3S1wxq4 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience research at BECU, to explore how one of the largest credit unions in the U.S. built a member research panel that delivers powerful insights—quickly and securely. Jessica shares her unique career journey from front-line teller to UX research leader and walks us through the end-to-end process of launching BECU’s custom member panel. She breaks down the strategic decisions behind the panel’s creation, including navigating legal and security requirements, coordinating with marketing teams, and aligning with product and design stakeholders. We also dive into: The pivotal moment that led Jessica to pursue UX research Why BECU chose to create its own panel over traditional recruiting methods Lessons learned in onboarding and coaching panel participants How the panel supports a culture of member obsession at BECU Tips for keeping participants engaged—and studies filled fast Key metrics used to evaluate panel success Jessica also offers advice for other organizations thinking about building their own custom panels, from setting realistic expectations to creating inclusive and positive participant experiences. Resources & Links: Connect with Jessica Schultz on LinkedIn (https://www.linkedin.com/in/jessica-schultz-05187a48/) BECU (https://www.becu.org/) Connect with Becky Wright on LinkedIn (https://www.linkedin.com/in/becky-w-795b29124/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    38 m
  • Leverage the Jobs To Be Done framework to drive growth

    Leverage the Jobs To Be Done framework to drive growth
    May 12 2025
    Episode web page: https://bit.ly/4d2nCOx ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode, UserTesting’s Lija Hogan sits down with Jim Kalbach, Chief Evangelist at Mural and author of The Jobs to Be Done Playbook, to discuss how the “Jobs to Be Done” framework can transform UX and business strategy in today’s growth-focused world. Jim unpacks how this mindset helps teams align around real customer needs and bridge the gap between design and business outcomes. He also shares insights on leveraging AI as a tool to enhance—not replace—human-centered research. Jim reflects on his career journey, his passion for experience mapping, and how reframing UX from a cost-saving function to a growth driver can earn teams greater influence in their organizations. Plus, he explains why empathy shouldn't stop at the customer—UX teams need to understand their business stakeholders just as deeply. Key takeaways: The evolution of jobs to be done from boardroom strategy to everyday design practice Why UX teams need to speak the language of business—and how the word “growth” can open doors How to gain executive buy-in by aligning with business goals and showing proof of impact Tips for using AI to support jobs-to-be-done research and scale customer insights The future of UX: creating more human-centric organizations by democratizing research mindsets Resources & Links: Connect with Jim Kalback on LinkedIn Jim’s JTBD Playbook and Mapping Experiences books Mural Connect with Lija Hogan on LinkedIn Learn more about Insights Unlocked: usertesting.com/podcast
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    40 m
  • The power of courageous marketing with Gong's Udi Ledergor

    The power of courageous marketing with Gong's Udi Ledergor
    May 5 2025
    Episode web page: https://bit.ly/3YTrCuW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, UserTesting CMO Johann Wrede chats with Udi Ledergor, former CMO and current Chief Evangelist at Gong, and author of Courageous Marketing. Udi shares why bold, differentiated marketing beats "best practices" every time—and how marketers can unlock extraordinary results by giving themselves permission to stand out. Drawing from his own nontraditional career path from magician and musician to marketing leader, Udi explains why simply following industry norms creates a "sea of sameness." He unpacks strategies for building trust with sales, the critical importance of aligning marketing metrics to real business outcomes, and how to thoughtfully invest in brand marketing—even when budgets are tight. Whether you're just starting out or leading a large marketing team, this episode offers candid, actionable advice for becoming a more courageous marketer, building iconic brands, and driving measurable impact. Why following marketing "best practices" leads to ordinary results How courageous marketing stands out and drives growth Practical tips for building trust and alignment between marketing and sales How to measure brand investments creatively when ROI isn’t immediate Smart ways to manage marketing experiments with limited budgets Career advice for marketers at every stage—from entry-level to CMO Resources & Links: Connect with Udi on LinkedIn Udi’s new book: Courageous Marketing Udi’s website Gong Connect with Johann Wrede on LinkedIn Learn more about Insights Unlocked: usertesting.com/podcast What you'll learn:
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    45 m
  • Designing AI products: Insights from Figma's 2025 report

    Designing AI products: Insights from Figma's 2025 report
    Apr 28 2025
    Episode web page: https://bit.ly/4400s9a ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, Jason Giles, VP of Design at UserTesting, chats with Andrew Hogan, Head of Insights at Figma, about the evolving role of design in the AI era. Fresh off the release of Figma’s 2025 AI Report, Andrew shares key takeaways from a survey of 2,500 designers and developers using AI in product development. The conversation covers how teams are shifting from experimentation to evaluating AI’s real-world impact, why design is more crucial than ever for AI-powered products, and how successful teams are navigating the contradictions of rapid innovation. They also dive into the rise of agentic AI, the ongoing productivity vs. quality debate, and why tight design-dev collaboration is becoming non-negotiable. Whether you're building the next-gen user experience or exploring how AI fits into your workflow, this episode is packed with insights on making AI work for your team and your users. What you’ll learn: Why 52% of builders say design is more important for AI products than traditional ones​ How agentic AI is emerging as the fastest-growing category—and what that means for UX The growing gap between AI’s ability to speed up work and its impact on work quality Why “measured momentum” might best describe AI’s trajectory in 2025 What high-performing teams do differently: iterate, collaborate, and stay flexible​ Resources & Links: Connect with Andrew Hogan on LinkedIn Andrew’s Double Click blog post Connect with Jason Giles on LinkedIn Figma’s 2025 AI Report: The year of AI at work Learn more about Insights Unlocked: usertesting.com/podcast
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    33 m
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