How Twilio is transforming customer communication with AI

Insights Unlocked

24:35

It’s the very first episode of The Big Pitch with Jimmy Carr and our first guest is Phil Wang! And Phil’s subgenre is…This Place is Evil. We’re talking psychological torture, we’re talking gory death scenes, we’re talking Lorraine Kelly?! The Big Pitch with Jimmy Carr is a brand new comedy podcast where each week a different celebrity guest pitches an idea for a film based on one of the SUPER niche sub-genres on Netflix. From ‘Steamy Crime Movies from the 1970s’ to ‘Australian Dysfunctional Family Comedies Starring A Strong Female Lead’, our celebrity guests will pitch their wacky plot, their dream cast, the marketing stunts, and everything in between. By the end of every episode, Jimmy Carr, Comedian by night / “Netflix Executive” by day, will decide whether the pitch is greenlit or condemned to development hell! Listen on all podcast platforms and watch on the Netflix Is A Joke YouTube Channel . The Big Pitch is a co-production by Netflix and BBC Studios Audio. Jimmy Carr is an award-winning stand-up comedian and writer, touring his brand-new show JIMMY CARR: LAUGHS FUNNY throughout the USA from May to November this year, as well as across the UK and Europe, before hitting Australia and New Zealand in early 2026. All info and tickets for the tour are available at JIMMYCARR.COM Production Coordinator: Becky Carewe-Jeffries Production Manager: Mabel Finnegan-Wright Editor: Stuart Reid Producer: Pete Strauss Executive Producer: Richard Morris Executive Producers for Netflix: Kathryn Huyghue, Erica Brady, and David Markowitz Set Design: Helen Coyston Studios: Tower Bridge Studios Make Up: Samantha Coughlan Cameras: Daniel Spencer Sound: Charlie Emery Branding: Tim Lane Photography: James Hole…

about a year ago 28:34

MP3•Episode home

Episode web page: https://bit.ly/4aP37nC

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Rate Insights Unlocked and write a review

If you appreciate Insights Unlocked, please give it a rating and a review.

Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.

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In this episode of Insights Unlocked, Michelle Engle sits down with Andy O’Dower, Twilio’s VP of Product Management, to dive into the company’s game-changing approach to customer communication. From simplifying complex communication systems for developers to using AI to deliver personalized experiences, Twilio is leading the way in reshaping how businesses engage with their customers.

Andy shares how Twilio’s platform enables real-time, omnichannel communication at a massive global scale, helping brands create trusted, seamless, and smart interactions. He also sheds light on how advancements in conversational AI, sentiment analysis, and voice intelligence are revolutionizing customer engagement and support.

What You’ll Learn in This Episode:

How Twilio empowers developers with simple APIs to integrate voice, video, email, and messaging capabilities.
How AI tools like transcription, sentiment analysis, and virtual agents are redefining customer experiences.
Why trust and privacy are essential in building AI-driven communication systems.
The role of autonomous agents in creating personalized, frictionless interactions with customers.
Twilio’s vision for the future of customer engagement, with AI and data at its core.

180 episodes

How Twilio is transforming customer communication with AI

Insights Unlocked

31,736 subscribers

published about a year ago

MP3•Episode home

Episode web page: https://bit.ly/4aP37nC

-----------------------

Rate Insights Unlocked and write a review

If you appreciate Insights Unlocked, please give it a rating and a review.

-----------------------

What You’ll Learn in This Episode:

How Twilio empowers developers with simple APIs to integrate voice, video, email, and messaging capabilities.
How AI tools like transcription, sentiment analysis, and virtual agents are redefining customer experiences.
Why trust and privacy are essential in building AI-driven communication systems.
The role of autonomous agents in creating personalized, frictionless interactions with customers.
Twilio’s vision for the future of customer engagement, with AI and data at its core.

180 episodes

All episodes

Insights Unlocked

1
Imagining the future: Why leaders need more than vision to succeed with Lisa Kay Solomon 46:27

4 days ago46:27

46:27

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…

Insights Unlocked

1
Using AI to streamline and elevate UX research with Google's Alita Kendrick 37:29

11 days ago37:29

37:29

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…

Insights Unlocked

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Building a customer research panel with BECU 38:28

18 days ago38:28

38:28

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…

Insights Unlocked

1
Leverage the Jobs To Be Done framework to drive growth 40:05

25 days ago40:05

40:05

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…

Insights Unlocked

1
The power of courageous marketing with Gong's Udi Ledergor 45:05

5 weeks ago45:05

45:05

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:…

Insights Unlocked

1
Designing AI products: Insights from Figma's 2025 report 32:43

6 weeks ago32:43

32:43

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…

Insights Unlocked

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Leading AI transformation with Greg Shove of Section 30:06

7 weeks ago30:06

30:06

Episode web page: https://bit.ly/4jHDYyu ----------------------- 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 ----------------------- PROMO CODE for this episode with Section's Greg Shove: USERTESTING30 The code is good for Section courses and memberships. ----------------------- In this episode of Insights Unlocked , Michael Domanic, Head of AI at UserTesting, sits down with Greg Shove, CEO of Section, to unpack what it truly means for businesses to embrace AI transformation. Greg shares his personal “aha” moment with generative AI, how it led him to pivot Section into an AI-centric business school, and why every executive should view AI as a strategic thought partner—not just a tool for marketers and engineers. From experimenting with AI as a boardroom simulator to identifying organizational resistance, Greg gets real about what’s holding companies back from adopting AI effectively. He also offers practical advice for leaders navigating internal fears, outlines how businesses can build impactful AI pilots, and explains why creativity and experimentation are critical to unlocking AI’s full potential. What you’ll learn in this episode: Why Greg believes AI is the new cognitive edge for leaders The story behind Section’s pivot to AI education Barriers to AI adoption, including fear, poor training, and restrictive data policies The difference between deploying AI tools and truly transforming workflows Why language-intensive roles are leading the charge in AI adoption The power of autonomous agents and what they mean for the future of customer experiences How to structure internal AI pilots that actually move the needle Who should lead AI transformation inside your organization—and the creative mindset they need Resources & Links: Connect with Greg Shove on LinkedIn Connect with Michael Domanic on LinkedIn Section School Greg’s website Learn more about Insights Unlocked : usertesting.com/podcast…

Insights Unlocked

1
How customer journey mapping and storytelling unlock innovation at G2 34:17

8 weeks ago34:17

34:17

Episode web page: https://bit.ly/4l9JDil ----------------------- 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 Insights Unlocked episode, UserTesting’s Jason Giles sits down with Dane Howard, Vice President of Product Design at G2, for a powerful conversation on the intersection of storytelling, design leadership, and purposeful innovation. With a career that spans design leadership at Amazon, eBay, and Microsoft, Dane brings a wealth of experience—and a passion for creating human-centered experiences. Dane discusses how G2’s visual customer journey map became a transformative internal tool, using storytelling metaphors like cities and theme parks to create clarity, alignment, and excitement across the organization. He also opens up about his personal “three-legged stool” approach to balancing full-time work, advocacy, and creative passion projects. Whether you're a product leader, UX professional, or design enthusiast, this episode offers actionable insights into how to keep your work rooted in purpose and aligned with customer needs—while also making space for your own growth and creativity. What you'll learn in this episode: Why storytelling is an essential leadership skill in design and CX How G2’s customer journey map turned into a city-wide metaphor that boosted internal alignment Tips on keeping internal artifacts like journey maps alive and evolving The power of framing design work through the lens of customer experience How to balance career, passion projects, and mentorship with intentionality Resources & Links: Connect with Dane Howard on LinkedIn Connect with Jason Giles on LinkedIn G2.com danehoward.com Dane’s LinkedIn article on G2’s Customer Journey Mapping project Learn more about Insights Unlocked : usertesting.com/podcast…

Insights Unlocked

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How FNBO is leverages its content marketing strategy to build trust and increase CSAT 34:37

9 weeks ago34:37

34:37

Episode web page: https://bit.ly/4l9JDil ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked , please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this episode of Insights Unlocked , we’re joined by Regina DeMars, Director of Content Marketing and Social Media Strategy at First National Bank of Omaha (FNBO). With over 167 years of history, FNBO is one of the largest privately held banks in the U.S.—but that doesn’t stop them from thinking innovatively about customer engagement in the digital age. Regina shares how her team is transforming traditional banking touchpoints into rich, multi-channel experiences that prioritize customer trust, education, and community. From using employee storytelling to humanize financial topics, to tailoring content for platform-specific audiences, FNBO’s approach is as strategic as it is personal. You’ll hear how Regina and her team: Leverage real-time customer insights to guide content creation Build trust by consistently showing up with relevant, value-driven messaging Use content personalization to meet customers where they are—both in life and in channel Connect with younger generations through social-first campaigns like the “Be Kind” mural initiative Balance brand consistency with creative freedom across platforms like TikTok, YouTube, and blogs Whether you’re in financial services or not, this episode is packed with practical ideas on how to scale content without losing your brand’s human touch. Guest: Regina DeMars, Director of Content Marketing & Social Media Strategy, FNBO Host: Cornelia Klimek, Group Product Manager, UserTesting Producer: Nathan Isaacs, Senior Manager, Content Production, UserTesting Resources & Links: Connect with Regina on LinkedIn Connect with Cornelia on LinkedIn Explore FNBO’s content and campaigns on Instagram and YouTube Learn more about Insights Unlocked : usertesting.com/podcast…

Insights Unlocked

1
How Anthropologie gets omnichannel right (and what to learn) 27:29

10 weeks ago27:29

27:29

Episode web page: https://tinyurl.com/2b3dz2z8 ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked , please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this episode of Insights Unlocked , we explore the evolving landscape of omnichannel strategies with Kate MacCabe, founder of Flywheel Strategy. With nearly two decades of experience in digital strategy and product management, Kate shares her insights on bridging internal silos, leveraging customer insights, and designing omnichannel experiences that truly resonate. From the early days of DTC growth to today’s complex, multi-touchpoint customer journeys, Kate explains why omnichannel is no longer optional—it’s essential. She highlights a standout example from Anthropologie, demonstrating how brands can create a unified customer experience across digital and physical spaces. Whether you’re a marketing leader, UX strategist, or product manager, this episode is packed with actionable advice on aligning teams, integrating user feedback, and building a future-proof omnichannel strategy. Key Takeaways: ✅ Omnichannel vs. Multichannel: Many brands think they’re omnichannel, but they’re really just multichannel. Kate breaks down the difference and how to shift toward true integration. ✅ Anthropologie’s Success Story: Learn how this brand seamlessly blended physical and digital experiences to create a memorable, data-driven customer journey. ✅ User Feedback is the Secret Weapon: Discover how continuous user testing—before, during, and after a launch—helps brands fine-tune their strategies and avoid costly mistakes. ✅ Aligning Teams for Success: Cross-functional collaboration is critical. Kate shares tips on breaking down silos between marketing, product, and development teams. ✅ Emerging Tech & Omnichannel: Instead of chasing the latest tech trends, Kate advises businesses to define their strategic goals first—then leverage AI, AR, and other innovations to enhance the customer experience. Quotes from the Episode: 💬 "Omnichannel isn’t just about being everywhere; it’s about creating seamless bridges between every touchpoint a customer interacts with." – Kate MacCabe 💬 "Companies that truly listen to their users—through qualitative and quantitative insights—are the ones that thrive in today’s competitive landscape." – Kate MacCabe Resources & Links: 🔗 Learn more about Flywheel Strategy 🔗 Connect with Kate MacCabe on LinkedIn 🔗 Explore UserTesting for customer insights for marketers…

Insights Unlocked

1
Search Experience Optimization (SXO): The Future of SEO? 26:47

11 weeks ago26:47

26:47

Episode web page: https://tinyurl.com/45pcxtn9 How can businesses move beyond traditional SEO rankings to create a truly engaging and high-converting user experience? In this episode of Insights Unlocked , host Nathan Isaacs sits down with Georgia Tan , co-founder of Switch Key Digital , to discuss the future of search and the rise of Search Experience Optimization (SXO) . Georgia shares how SXO integrates SEO, user experience (UX), and conversion rate optimization (CRO) to create a holistic search strategy that not only ranks well but also delivers meaningful engagement and conversions. As AI-driven search and multi-platform visibility become critical, Georgia explains why focusing on the user journey is the key to future-proofing your search strategy. She also walks us through real-world case studies , practical steps for businesses looking to shift toward SXO, and how to measure success beyond traditional keyword rankings. Tune in to learn: What Search Experience Optimization (SXO) is and how it differs from traditional SEO Why integrating UX and CRO is essential for long-term search success How AI-driven search and evolving user behaviors are shaping SEO in 2025 Actionable strategies to improve organic traffic and engagement Key metrics and a balanced scorecard approach to measure SXO success Real-world examples of businesses that boosted conversions with SXO 💡 "It's not just about ranking #1; it's about creating a seamless experience that keeps users engaged and converts them into loyal customers." – Georgia Tan Georgia Tan is the co-founder of Switch Key Digital and a seasoned expert in SEO, content strategy, and UX design . She developed the SXO framework to help businesses bridge the gap between search visibility and meaningful user engagement.…

Insights Unlocked

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How UX and marketing drive better customer experiences 8:52

12 weeks ago8:52

8:52

Episode web page: https://tinyurl.com/4txxcx83 ----------------------- In this episode of Insights Unlocked , we explore how marketing, UX, and customer experience teams can collaborate to craft impactful, data-driven strategies. Our guests—Emily Carrion, CMO at Entrepreneurs' Organization; Katie Karr, a Senior User Experience Designer at Workiva; and Kristy Morrison, Director of Digital Marketing at F5,—share insights on cutting through digital noise, optimizing messaging, and leveraging user testing to create seamless experiences that drive business success. What you’ll learn in this episode: The marketing challenge – Why understanding customer needs remains the foundation of great marketing, even as digital channels become increasingly noisy. UX as a marketing advantage – How UX research and design play a critical role in communicating value to potential customers, especially since 80% of SaaS buyers research before speaking with sales. The role of testing – How teams can use customer insights, A/B testing, and analytics (quant + qual) to optimize messaging, improve conversions, and enhance brand clarity. Cross-team collaboration – Why breaking down silos between marketing, UX, product, and content teams leads to better customer experiences and stronger business impact. Key Quotes from Our Guests: 💡 “There are some things in marketing that never change. Our job is to deeply understand our customer and connect their needs with our product’s value.” – Emily Carrion 💡 “Every good experience you create is part of your brand—so is every bad experience.” – Kristy Morrison 💡 “UX isn’t just a product function anymore. It’s critical in marketing to ensure we’re communicating the right message upfront.” – Katie Karr Episode links : Emily Carrion on Linkedin Kristy Morrison on Linkedin Katie Karr on Linkedin Blog post: 31 Expert Opinions on the Importance of UX in Marketing…

Insights Unlocked

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How AI + user feedback transformed puppy training with Zigzag's Jack Mitchell 26:01

13 weeks ago26:01

26:01

Episode web page: https://tinyurl.com/ywpva5x5 ----------------------- In this Insights Unlocked episode, host Michael Domanic sits down with Jack Mitchell , Head of Product and Operations at Zigzag , the #1 puppy training app. Jack shares how his team built Ziggy , an AI-powered virtual puppy trainer designed to provide personalized, science-backed training advice at scale . Jack explains that scalability was a major challenge for the certified B-Corp startup. Originally, Zigzag provided WhatsApp chat support with real dog trainers, but as the company grew, this wasn’t sustainable. They needed a way to offer science-backed, consistent training advice while still maintaining the personal touch that users valued. Additionally, user behavior played a key role in the decision to develop an AI-powered chat. Zigzag found many customers hesitated to ask simple questions because they didn’t want to bother a human trainer—even though they were paying for the service. AI eliminated this friction by making users feel more comfortable asking quick, everyday training questions. Zigzag is continuously refining Ziggy’s AI model based on user feedback, with a 96% positive rating of the feature. "Trust is key," Jack said. "Users need to know they’re getting the right advice—every time." Looking ahead, Jack said they aim to expand Ziggy’s capabilities and explore how AI can further improve the pet training experience. "The goal is to keep making the AI better, smarter, and more useful for puppy parents everywhere," he said. Key Takeaways: 🐶 AI as a training tool – How Zigzag built Ziggy to provide AI-driven, real-time puppy training advice. 📈 From concept to execution – The strategic and technical hurdles in implementing AI, from user feedback to content validation. 🔄 Engagement & retention – How and why AI chat features have increased user interactions and overall app retention rates. 🎯 Measuring AI’s business impact – The importance of A/B testing, user feedback, and ROI tracking to validate AI investments. 🚀 AI Beyond the product – How small teams like Zigzag use AI to streamline internal workflows and accelerate product development. Episode links: 🐾 Try ZigZag: Download the app (if applicable) 💬 Connect with Jack Mitchell on LinkedIn: Find him on LinkedIn 🏁 A comprehensive guide to A/B testing : A comprehensive guide on conducting effective A/B tests to enhance user experience and conversion rates.…

Insights Unlocked

1
How smart content drives better customer experiences 22:23

14 weeks ago22:23

22:23

Episode web page: https://tinyurl.com/2p9rbkfu ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked , please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this week’s Insights Unlocked, we look back at three past episodes discussing the importance of smart content—that strategically crafted, user-focused content that adapts to audience needs, enhances customer experience, and drives engagement through clarity and relevance. Industry experts Bobbie Wood, Natalie Dunbar, and Kelly Erickson share insights on the impact of well-crafted content, the power of user testing, and the evolving role of AI in UX writing. Whether you’re in marketing, CX, or UX , you’ll gain valuable takeaways on how content strategy can elevate your brand and improve the way customers interact with your products and services. Key Topics & Takeaways: 1. The Power of Content in Customer Experience Successful companies prioritize clear, user-friendly content to drive engagement and loyalty. Content strategy isn’t just about writing—it’s about delivering the right message at the right time in the right format. Microcopy, such as button text and CTAs , can make or break user engagement. 2. The Importance of Content Testing & User Research A/B testing and usability studies are essential to understand how users interact with content. Testing must go beyond isolated elements— content should be evaluated across the entire user journey to ensure consistency. Observing user reactions, especially when they stop interacting, can reveal pain points that need to be addressed. 3. Balancing Brand Consistency with Personalization A strong brand voice ensures content remains consistent across channels while still adapting to different user needs. Marketers and UX teams should define voice and tone guidelines that allow flexibility for various contexts. The right balance between structured brand messaging and personalized user interactions enhances engagement. 4. AI’s Growing Role in Content Creation AI tools can assist with content creation, but they lack the human empathy, nuance, and contextual understanding needed for great UX writing. The future of AI in UX writing is still evolving , and ethical concerns around AI-generated content must be considered. While AI can optimize workflows , human oversight remains crucial in crafting meaningful and relatable content. 5. Why Content Strategy Should Start Early in Projects Content strategists should be involved from the very beginning of product and experience design. Early collaboration ensures content aligns with user expectations, business goals, and overall design strategy . Mapping out content needs before development reduces the risk of last-minute changes and improves efficiency . Featured Guests: 🔹 Bobbie Wood on LinkedIn 🔹 Natalie Dunbar on LinkedIn 🔹 Kelly Erickson on LinkedIn…

Insights Unlocked

1
LinkedIn marketing strategies (organic and paid) that work 34:28

15 weeks ago34:28