270 - How AI Is Transforming Customer Research (Caitlin Sullivan)

I know, I know. Season 5 wrapped up. But I couldn't help myself.

Caitlin Sullivan is an expert in AI for Customer Research. She trains growth-ready product & design teams to know their customers faster. Clients include YouTube, Spotify, Ramp, Meta, and Canva.

Here’s what we covered:

00:00 Introduction to AI in Customer Research

03:41 The Shift in AI Usage for Customer Research

09:25 Building Systems for Effective Research

12:59 Challenges with AI Insights

17:55 Completeness in Research with AI

21:17 Common Mistakes in Customer Research

25:01 Emotional Nuances in Research & Why they're important

27:08 Understanding AI's Interpretation of Emotions

29:46 The Role of Human Insight in AI Training

32:25 AI as a Co-Pilot and The Importance of Collaboration

35:37 Catching AI Errors

38:30 The Necessity of Human Involvement in Research

39:55 Balancing AI and Human Decision-Making

45:02 Knowing When You Have Enough Data To Stop And Decide

46:44 Favorite Tools for Research and Analysis

50:00 Caitlin asks me her burning question which I will answer in a separate BONUS episode

Caitlin on LinkedIn: www.linkedin.com/in/caitlindsullivan

AI Analysis for PMs course: https://maven.com/caitlin/ai-analysis-pms

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Music by my talented daughter.

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