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

Insights Unlocked

26:28

Squid Game is back—and this time, the knives are out. In the thrilling Season 3 premiere, Player 456 is spiraling and a brutal round of hide-and-seek forces players to kill or be killed. Hosts Phil Yu and Kiera Please break down Gi-hun’s descent into vengeance, Guard 011’s daring betrayal of the Game, and the shocking moment players are forced to choose between murdering their friends… or dying. Then, Carlos Juico and Gavin Ruta from the Jumpers Jump podcast join us to unpack their wild theories for the season. Plus, Phil and Kiera face off in a high-stakes round of “Hot Sweet Potato.” SPOILER ALERT! Make sure you watch Squid Game Season 3 Episode 1 before listening on. Play one last time. IG - @SquidGameNetflix X (f.k.a. Twitter) - @SquidGame Check out more from Phil Yu @angryasianman , Kiera Please @kieraplease and the Jumpers Jump podcast Listen to more from Netflix Podcasts . Squid Game: The Official Podcast is produced by Netflix and The Mash-Up Americans.…

about a year ago 25:08

MP3•Episode home

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

186 episodes

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

Insights Unlocked

31,733 subscribers

published about a year ago

MP3•Episode home

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

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

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

186 episodes

All episodes

Insights Unlocked

1
Why shopper behavior is changing and what brands can do with Devora Rogers 19:44

3 days ago19:44

19:44

Episode web page: https://bit.ly/3U80YeU ----------------------- 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 , Devora Rogers, Chief Strategy Officer at Alter Agents and co-author of Influencing Shopper Decisions , joins us to challenge outdated assumptions about how people shop. Devora shares her unconventional journey from storytelling to strategy and offers a fresh lens on consumer behavior, loyalty, and the importance of continuous human insights. Drawing on decades of experience helping top brands like Google and Snapchat, Devora explains why fewer than 5% of shoppers follow a linear path to purchase and why loyalty is no longer a given. She introduces a behavioral segmentation model—including loyalists, defectors, ambivalents, and impulse buyers—and explores how brands can tailor experiences for each type. Plus, we unpack the problem with “brand narcissism” in research and why brands must prioritize relevance over vanity metrics. What you’ll learn in this episode: Why shoppers often start from scratch with every buying decision—and what that means for loyalty programs The four shopper mindsets and how to design experiences for each How real-time insights and tools like video feedback are transforming market research Why most brand trackers fail to deliver meaningful insight The power of storytelling in research and decision-making Where AI fits in—and where human feedback still reigns supreme Resources & Links: Alter Agents (https://alteragents.com/) Devora Rogers on LinkedIn ( https://www.linkedin.com/in/devorarogers/ ) Bobby Meixner on LinkedIn (https://www.linkedin.com/in/bmeixner/) Nathan on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast…

Insights Unlocked

1
How empathy in marketing can unlock your brand’s higher purpose 33:10

10 days ago33:10

33:10

Episode web page: https://bit.ly/4lcY2tG ----------------------- 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 ----------------------- What does it take to make marketing truly meaningful? In this episode of Insights Unlocked , we sit down with Steven Sakach, co-founder of AI CMO and CEO of Zero Company, to explore how businesses can create deeper emotional connections by putting empathy and purpose at the heart of their marketing. With decades of experience spanning journalism, digital media, and consciousness studies, Steven shares insights on the evolution of conscious capitalism, the role of AI in marketing with intention, and how brands can avoid the pitfalls of performative messaging. Discover how companies like Patagonia and Dove have created enduring emotional impact, and learn how to articulate your own organization’s higher purpose to guide authentic, customer-first campaigns. Whether you're part of a lean marketing team or leading a larger brand, this episode offers actionable strategies to align your marketing with what truly matters. What you’ll learn in this episode: Why empathy and purpose are becoming essential pillars of effective marketing How AI can help small teams scale emotionally intelligent campaigns The concept of “building love into scalable systems” and why it matters Lessons from brands that got it right—and those that got it wrong How to discover and articulate your business’s authentic higher purpose Resources & Links: Steven on LinkedIn (https://www.linkedin.com/in/stephen-sakach-3181aa28b/) Zero Company (https://www.zerocompany.com/) aiCMO (https://aicmo.io/home_ Bliss Business podcast (https://www.theblisspodcast.com/) Nathan on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast…

Insights Unlocked

1
Winning with zero-click marketing starts with customer empathy 49:22

17 days ago49:22

49:22

Episode web page: https://bit.ly/4lhHPCW ----------------------- 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 , Rand Fishkin, co-founder of SparkToro and marketing industry icon, joins hosts Mike McDowell and Nathan Isaacs to unpack one of the most disruptive shifts in digital marketing today: the death of attribution. Rand explains how platforms like Google, Facebook, and Reddit are cutting off referral data and turning into "walled gardens," effectively ending marketers' ability to track where traffic and conversions truly originate. This change calls for a radical new playbook—one that trades attribution modeling for brand lift, and prioritizes native content that meets audiences where they are. What you'll learn in this episode: Why attribution modeling no longer works—and what to focus on instead The rise of zero-click marketing and how to succeed with it How brands can build influence in a closed-platform world The role of audience intelligence tools like SparkToro in top-of-funnel strategy Why empathy and behavior observation are more powerful than ever for product and marketing decisions How customer insights led to SparkToro’s recent product relaunch—and a major growth rebound Resources & Links: SparkToro: https://sparktoro.com/ Rand on LinkedIn: https://www.linkedin.com/in/randfishkin/ Snackbar Studio: https://snackbarstudio.com/ Mike on LinkedIn: https://www.linkedin.com/in/mmcdowell1/ Mike’s YouTube channel: https://www.youtube.com/@mikedropvideos Learn more about Insights Unlocked: https://www.usertesting.com/podcast…

Insights Unlocked

1
Designing products people trust with Robinhood’s Dheerja Kaur 29:56

24 days ago29:56

29:56

Episode web page: https://bit.ly/4l51qH3 ----------------------- 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 Dheerja Kaur , Vice President of Product Management at Robinhood, for a deep dive into how thoughtful design, strategic innovation, and customer obsession can transform industries—especially one as complex and regulated as finance. Dheerja brings insights from her journey across major brands like ESPN and The Skimm, sharing how those experiences shaped her unique approach to building products that are not only functional and beautiful but also deeply human. Designing for obsessive user bases : How Dheerja’s work with passionate communities—from sports fans to finance enthusiasts—has underscored the value of user loyalty and brand ethos. Democratizing finance through design : A look at how Robinhood lowered economic barriers and emphasized intuitive user experiences to make investing more accessible to everyone. Embracing complexity without sacrificing clarity : Dheerja discusses how her team balances regulatory requirements with elegant product design that promotes user education and confidence. Coaching with ‘Spidey sense’ : Learn how she develops product intuition in her teams without micromanaging, and how recognizing subtle signals can lead to better outcomes. A culture of experimentation : Why Robinhood encourages teams to pursue bold ideas—even at the risk of failure—and how this fuels long-term growth and innovation. Harnessing real-time insights : Discover how customer feedback from support, surveys, and experimentation informs Robinhood’s product strategy and user experience. AI and the future of product design : Dheerja shares Robinhood’s early experiments with AI, including the new Cortex product, and how first-principles thinking guides their approach. Championing inclusive leadership : Dheerja reflects on her own experience navigating imposter syndrome and why she prioritizes supporting women and underrepresented groups in tech. Dheerja on LinkedIn: https://www.linkedin.com/in/dheerja/ Robinhood website: https://robinhood.com/ Dheerja’s website: https://www.dheerja.com/ Bobby on LinkedIn: https://www.linkedin.com/in/bmeixner Learn more about Insights Unlocked: https://www.usertesting.com/podcast…

Insights Unlocked

1
Leading customer-centric transformation with empathy and AI with Tabitha Dunn 25:08

4 weeks ago25:08

25:08

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…

Insights Unlocked

1
UX for AI: Designing intelligent experiences with Greg Nudelman 43:26

5 weeks ago43:26

43:26

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…

Insights Unlocked

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

6 weeks 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

7 weeks 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

1
Building a customer research panel with BECU 38:28

8 weeks 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

9 weeks 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

10 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

11 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

1
Leading AI transformation with Greg Shove of Section 30:06

12 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

13 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

1
How FNBO is leverages its content marketing strategy to build trust and increase CSAT 34:37

14 weeks ago34:37