Reggie Murphy, Senior Director and Head of UX Research at Zendesk, dives into the revolutionary journey of scaling UX research. He discusses how research transformed from a support role to a strategic partner by democratizing practices. Reggie highlights the creation of training programs to empower cross-functional teams, ensuring a customer-centric culture. He also emphasizes the impact of effective feedback and communication strategies, sharing insights on mentoring and the significance of unique leadership routines. Tune in for valuable lessons on innovation and collaboration!