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UserTesting

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Dec 20, 2021 • 45min

What is (and isn't) customer centricity?

This week on the Human Insight Podcast, we interview Brent Leary, CRM industry observer, author and speaker. Leary is co-founder and Managing Partner of CRM Essentials LLC, an Atlanta based CRM/CX advisory firm covering tools and strategies for improving business relationships. He writes regularly for CRM Magazine and ZDNet, and is a founding member of Newseek's Expert Forum. He hosts the weekly One on One conversation series for Small Business Trends, the A Few Good Minutes livestream series, co-hosts The CRM Playaz show, and is a regular on the Gillmor Gang show on TechCrunch.In his conversation with Janelle Estes, UserTesting's Chief Insights Officer, Leary discusses: Can a company actually be customer centric? Or are they just data centric about their customers?The tension between tracking our customers and transparency of what that information is being used for?Building stronger customer relationshipsHow technology is making things easier to do, except it doesn’t seem to be getting any easier to find, catch and keep good customers. Why?
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Dec 13, 2021 • 47min

Making a difference in HealthTech UX with Andrew Frueh from Health Catalyst

You could design UX for a B2C to increase conversions. Or you could oversee UX for health tech company and, ultimately, save or improve lives.For Andrew Frueh it was an easy choice. Frueh is the senior vice president of UX design at Health Catalyst, a leading provider of data and analytics technology and services to healthcare organizations. This week, he joins Janelle Estes, UserTesting’s Chief Insights Officer, on the Human Insight Podcast where they talk about: What metrics or KPIs does his UX team directly or indirectly influence? How does that map to his team’s strategy and purpose?When it comes to customer-centricity and experience, what is unique about the healthcare space? How does it compare to other industries, such as retail or financial services?Is there a difference between UX in B2B vs. B2C? If so, what are those differences?
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Dec 6, 2021 • 17min

Our 2021 guest-recommended books to read

If you're a regular listener to the show, you know Janelle asks our guests about a book they’ve recently read and would recommend.In this episode, we’ve rounded up all those recommendations from the past year and share them with you, whether you are looking for a holiday gift, you’re planning your 2022 strategy and are looking for some help, or just want to get in some quality reading over the holidays.Before we jump into our guest recommendations, I should also note that five of our past guests are also authors of some great books. Teresa Torres, author of Continuous Discovery HabitsJohn S. Couch, author of The Art of Creative Rebellion Tamara Adlin, co-author of The Persona LifecycleJim Kalbach, author of The Jobs to Be Done PlaybookApril Dunford, author of Obv!ously AwesomeHere are the other recommended books:  Tiny Habits Turning Pro User Friendly UX Pioneers  Never Split the Difference Never a Dull Moment The Jobs To Be Done Playbook No Rules Rules Caste: The origins of our discontent Creativity, Inc. Snowcrash Gentleman in Moscow Klara and the Sun Who Not How Think Again Connect
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Nov 29, 2021 • 37min

The three skills of successful product managers with Carlos Gonzalez de Villaumbrosia of Product School

This week on the Human Insight podcast, we interviewed Carlos Gonzalez de Villaumbrosia, Founder and CEO of Product School. Product School is the global leader in product management training with a community of over one million product professionals. Product School instructors are real-world Product Leaders working at top companies including Google, Facebook, Netflix, Airbnb, PayPal, Uber, and Amazon.In his interview with Janelle Estes, UserTesting's Chief Information Officer, Carlos discusses:  The role of a product manager in today’s world The skills and experiences product managers need to be successful  The role customer feedback plays in a product manager’s day-to-day life
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Nov 15, 2021 • 44min

Why great product teams adopt a continuous discovery mindset with Teresa Torres

This week on the Human Insight podcast, we interviewed Teresa Torres, author of Continuous Discovery Habits. Teresa teaches a structured and sustainable approach to continuous discovery that helps product teams infuse their daily product decisions with customer input. She’s coached hundreds of teams at companies of all sizes, from early-stage start-ups to global enterprises and has taught over 6,500 product people core discovery skills through the Product Talk Academy. In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Teresa discusses: What is continuous discovery? What role does customer input and feedback play in a product manager’s day-to-day life? Who should manage continuous customer feedback?  What do we do with those customer insights? How do we align those insights with business goals?
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Nov 8, 2021 • 39min

Developing continuous engagement with your customers with Emily Carrion

This week on the Human Insight podcast, we interviewed Emily Carrion, VP of Marketing at Esper and veteran of the Seattle startup scene. In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Carrion discusses: Her observations on the progress being made in getting more women startup founders, board members, and senior leaders The marketing challenges she is addressing this quarter Why it’s important to hear directly from customers, in their own voices What startups should prioritize with their customer feedback and testing? Her advice developing continuous engagement with customers
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Nov 1, 2021 • 1h

Identifying your best fit customer with April Dunford

This week on the Human Insight podcast, we interview April Dunford, a tech executive, board member, CEO and founder of Ambient Strategy, and author of Obv!ously Awesome: How to Nail Product Positioning so Customers Get It, Buy It, Love It.In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Dunford discusses:  Is positioning just for startups How has the pandemic changed the role of positioning  How our biases inhibit our positioning efforts Who should be involved in positioning The importance of customer feedback in developing your positioning And how to identify your best fit customers
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Jun 14, 2021 • 41min

Season Two insights and takeaways

In this episode, Andy and Janelle recap highlights from Season 2 of the Human Insights Podcast, as well as offer a sneak peak at what’s in store for season three, which kicks off in September.
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Jun 7, 2021 • 40min

What does it mean to be customer obsessed? A conversation with Tesco Bank's Catherine Richards

Catherine Richards said one way Tesco Bank builds a CX culture is through positive disruption.“And what I mean by that is, as leaders, you need to know when to make a call to positively disrupt how you're working,” said Richards, who is head of design at Tesco Bank. An example was introducing Customer Wednesdays, a day dedicated in the week to spending time with the bank’s customers. They started that four years ago, bringing in customers to get feedback early in the design process. That’s continued during the pandemic, just that now they get that feedback remotely. “When you tell a story about a customer that you've seen, or you've spent time with, there's just something about that, that people remember. They remember the customer stories,” Richards said.    In her conversation with Janelle Estes, Chief Insights Officer at UserTesting, Richards goes on to discuss: What is the role of leadership in driving customer-centric design and experiences What metrics or KPIs does her team directly or indirectly influence How has the financial services/bank customer experience evolved over the course of your career?
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May 24, 2021 • 48min

How to become a great product manager with the Silicon Valley Product Group

Christian Idiodi has led or consulted on nearly 200 successful product launches for a range of companies from startups to big banks. So, you’d think he always wanted a career in product management, right? “Actually, I wanted to be a doctor,” said the partner at Silicon Valley Product Group, a global product consulting firm. “I wanted to solve hard problems like cancer or HIV. That was always what I had dreamed and aspired to be.”Idiodi joined the Human Insight Podcast to discuss what makes a great product manager, how companies and managers should invest in coaching their product managers, and how product managers work with teams to ensure customer satisfaction. In his conversation with Andy MacMillan, CEO at UserTesting, and Janelle Estes, Chief Insights Officer at UserTesting, Idiodi discusses: His role today at SVPG His new initiative, Innovate Africa How the product world has evolved over the years Best practices for developing and coaching product managers and leaders Staying close to the customer Balancing processes and innovation

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