Intro

Episode web page: https://bit.ly/4qwkj8C

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Episode summary:

In this eye-opening episode of Insights Unlocked, host Mike Mace chats with Surojit Chatterjee—former Chief Product Officer at Coinbase and current founder and CEO of Ema—about the sweeping changes generative AI is bringing to the workplace.

Surojit unpacks his vision of “AI employees”—intelligent agents that can handle complex workflows, adapt to company-specific processes, and act as true collaborators rather than just tools. Drawing on his leadership at Google, Coinbase, and now Ema, he explains why organizations must stop retrofitting AI into outdated workflows and instead embrace an “AI + human” model of work.

From transforming enterprise functions like HR, finance, and customer support to challenging legacy software models, this conversation delivers sharp insights for leaders navigating the shift to AI-driven operations. Surojit also shares advice for companies just starting their AI journey, including the importance of experimentation, transparency, and reskilling teams.

What you’ll learn in this episode:

• Why the next generation of software must adapt to the enterprise—not the other way around

• How AI can eliminate mundane tasks and unlock more meaningful human work

• What legacy tech companies risk if they don’t embrace a new AI-first paradigm

• The role of customer empathy and rapid experimentation in building

• Transformative AI products

• How to lead an “AI + human” business transformation, function by function

• Why trust and transparency are key to successfully integrating AI into your team

Resources & Links:

• Surojit Chatterjee on LinkedIn (https://www.linkedin.com/in/surojitchatterjee/)

• Ema website (https://www.ema.co/)

• UserTesting’s Mike Mace on LinkedIn (https://www.linkedin.com/in/mikemace/)

• Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)

• Learn more about Insights Unlocked: https://www.usertesting.com/podcast

About the show:

Insights Unlocked is the go-to podcast for marketing, UX, product, and CX leaders. Each week, we feature candid conversations with the builders and thinkers behind today’s most impactful customer experiences. Brought to you by UserTesting.