Insights Unlocked

Episode web page-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show NotesIn this episode of Insights Unlocked, host Cornelia Klimek sits down with Shannon Graf, Director of Design Research at Signet Jewelers, to explore her journey in UX research and how her work shapes the digital and in-store experiences for some of the world’s top jewelry brands, including Kay, Zales, and Jared. Shannon offers a behind-the-scenes look at how Signet integrates consumer insights to lead with data-driven decisions that enhance customer satisfaction and drive business outcomes. The conversation covers a range of themes from digital transformation, personalized customer journeys, and the impact of in-store UX research to fostering a strong employee experience within a large organization. Whether you're in UX, product management, or simply interested in digital experiences, this episode is full of actionable insights.Key Themes: The Journey of Saying “Yes” Shannon talks about how saying “yes” to unexpected opportunities, like writing her first nonfiction book during the pandemic, helped her unlock new personal and professional achievements. She shares how this mindset extends into her UX research career and offers advice on how listeners can apply this philosophy in their own lives and work. Consumer Insights Driving Digital Transformation At Signet Jewelers, Shannon and her team leverage deep consumer insights to shape digital experiences for customers. This includes both e-commerce platforms and in-store technologies used by their jewelry consultants. Shannon emphasizes that leading with research and data helps businesses avoid costly mistakes, streamline decision-making, and deliver what customers really need. Personalization and Confidence in Digital Experiences Personalization plays a significant role in Signet’s success, especially in the competitive jewelry market where customers want tailored experiences. Shannon explains how their research reveals consumer preferences for personalized shopping journeys and how confidence in a brand can make or break a digital experience. The Importance of Employee Experience Beyond customer insights, Shannon’s team also focuses on employee experience research, working closely with internal teams to gather feedback that informs better organizational practices. This effort aligns with Signet’s broader vision of creating a positive and empowered workplace culture. Leadership and Aligning UX with Business Objectives Throughout the episode, Shannon shares strategies for connecting UX research outcomes to broader business objectives, helping researchers and designers align their work with what truly matters to the company’s bottom line. She provides tips on problem framing, prioritization, and the importance of cultivating strong internal relationships. Episode links:  Nothing but Pavement: Shedding the Should When the Path before You is Not Always the Path You Choose by Shannon Graf Signet Jewelers – Brands include Kay, Zales, Jared, and Banter. Instagram: @ShannonGrafCreative

Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a 6-question survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show NotesIn this episode, Michelle Engle sits down with Matt Harrell, a seasoned expert in product management and customer experience, to explore the power of user research and how to turn insights into tangible product improvements. As VP of Customer Experience at Givebacks, Matt shares his experience with developing customer-first products and discusses the impact of research on business outcomes.Key Themes: Customer-Centric Product Development: Matt highlights how integrating user experience (UX) with product design is critical for creating products that meet real customer needs. He discusses his journey from software development to customer experience, emphasizing the inseparable relationship between product and customer experience. Prioritizing Research for Business Impact: Matt explains how his team prioritizes research initiatives based on business goals and quarterly OKRs (Objectives and Key Results). This ensures that user research is aligned with strategic objectives, helping the team stay focused on what matters most to the business and its customers. The Importance of Pre-Research Alignment: Before conducting any user testing, Matt stresses the importance of aligning on what’s being tested and the expected outcomes. By ensuring all stakeholders agree on the research objectives upfront, his team avoids confusion and maximizes the value of their findings. Sharing Research Findings Effectively: Matt provides insights into how his team shares research results through detailed reports that include user insights, data visualizations, and highlight reels. This process helps stakeholders easily understand the key takeaways and encourages informed decision-making across the organization. Governance in User Experience: Governance plays a crucial role in ensuring consistency in design and messaging across digital experiences. Matt discusses how Give Backs implements governance strategies to keep their tools and customer interactions cohesive, ensuring a seamless user experience. Voice of Customer (VOC) Reports: A key tool in Matt’s approach is the Voice of Customer (VOC) report, which compiles feedback from various sources, including NPS scores and customer support data. These reports bridge the gap between raw user feedback and actionable business decisions, ensuring that all teams stay connected to the customer’s voice. Resources Mentioned: Learn more about Givebacks and how you can support causes through everyday purchases at Givebacks.com Connect with Matt Harrell on LinkedIn

Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show NotesIn this episode of Insights Unlocked, hosts Nathan Isaacs and Lija Hogan sit down with Ashley Budd, Senior Director of Advancement Marketing at Cornell University, to explore the art and science of effective email marketing. Ashley, a leading voice in higher education marketing, shares insights from her experience, including strategies for building trust with audiences through authenticity, empathy, and logic—the pillars of her "trust triangle" framework. They also discuss how to optimize email engagement by connecting these principles to measurable outcomes, such as open rates and unsubscribe rates.Key Themes & Takeaways: The Trust Triangle Framework: Ashley introduces the concept of the "trust triangle," composed of authenticity, empathy, and logic. This framework helps marketers craft emails that build and maintain trust with their audience. By applying these principles, marketers can foster stronger relationships and drive higher engagement. Optimizing Email Communication: Emails are a powerful but cluttered communication channel. Ashley emphasizes the importance of creating clear, concise, and authentic messages that resonate with recipients. She explains how being honest about who is sending the email, avoiding exaggerated claims, and keeping content relevant can make all the difference in driving engagement. KPIs and Trust: Ashley ties her trust-building approach to measurable KPIs like open rates and unsubscribes, suggesting that audience trust directly influences these metrics. She shares how tracking these indicators can reveal whether email strategies are resonating or falling short. The Role of AI in Email Marketing: The conversation explores how AI is shaping email marketing by increasing the volume of emails sent and improving productivity. However, Ashley warns that AI-generated content often lacks the nuanced touch needed to build trust and suggests ways marketers can use AI tools without sacrificing quality. Notable Quotes: "The trust triangle—authenticity, empathy, and logic—is essential for building relationships, whether you're talking to a colleague or sending a marketing email." "We're all in a noisy inbox, and people are making split-second decisions about whether they trust you enough to read your email." "With AI, we're going to see more emails, but we'll also need to be more clear and authentic to avoid getting filtered into junk folders." Episode links: Mailed It – A practical guide for crafting emails that build relationships and get results. Visit ashleybudd.com for to sign up for Ashley’s newsletter Ashley on LinkedIn 8 usability testing tips to get the most out of your research

Connor Joyce, a seasoned mixed-methods researcher and behavioral scientist, shares insights from his impressive career at Microsoft and Deloitte. He emphasizes the shift from focusing on product outputs to user outcomes, introducing the 'feature impact analysis' framework for aligning product success with user satisfaction. Joyce also discusses balancing short-term engagement with long-term impact, the ethical implications of behavioral insights, and how AI can enhance user-centric development while navigating biases. This conversation is a game changer for product teams!

Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show NotesIn this episode, Nathan Isaacs sits down with Paige Musto, Vice President of Corporate Marketing at UserTesting, to discuss the upcoming Human Insight Summit. Key Takeaways: About the Human Insight Summit: The Human Insight Summit, hosted by UserTesting, is an annual conference that unites the UX, research, and product design community. This year’s event, held in Austin, Texas from October 28-30, will feature thought leaders and hands-on workshops focused on driving innovation through customer collaboration. Keynote Speaker: Adam Alter, NYU professor and behavioral scientist, will deliver a keynote on how hidden psychological forces shape decision-making, with actionable insights for UX design and product management. Workshops and Sessions: The conference will offer 15 breakout sessions across three main tracks: Elevating Experience Research, Insights-Driven Product Design, and Driving Growth and Innovation. In addition, attendees can participate in all-day workshops, learning how to get executive buy-in and evolving as a UX leader. Networking Opportunities: Paige emphasizes the importance of connecting with fellow attendees, noting that conference badges are a simple but effective tool for sparking conversations. Whether you’re a senior executive or early in your career, make the most of networking by focusing on both giving and receiving insights. How to Get the Most Out of the Summit: Paige offers practical advice for maximizing your time at the Summit: Identify Sessions Aligned with Your Business Goals: Before the conference, review the agenda and select sessions that best fit your organization’s needs. Be Engaged: Don’t hesitate to ask questions and engage in discussions during sessions. Leverage the Community: Make connections that can be valuable as your career grows. For senior attendees, focus on strategic networking and idea exchange. Junior attendees should be ready to absorb knowledge and make lasting connections. Conference Justification Template: For those needing to secure company approval to attend, UserTesting has created a justification template that outlines the ROI of attending the Summit. Visit usertesting.com/this/justification-template for more details. Special Discount Code: Use the code "unlocked" when registering at usertesting.com/this to get a $100 discount on your Summit ticket.

Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show NotesIn this episode of Insights Unlocked, Jason Giles, VP of Design at UserTesting, sits down with Ryan Leffel, VP and Head of Design at Priceline. They explore what it takes to lead design teams during times of uncertainty, whether it's a global pandemic, economic shifts, or technological changes. Ryan reflects on his leadership journey, shares key lessons from managing through the COVID-19 crisis, and provides actionable insights for staying resilient, innovative, and customer-focused in turbulent times.Ryan's career spans roles at major companies like RGA, Yahoo, and Quora before landing at Priceline, where he leads design and research across multiple platforms. His experiences have shaped his ability to adapt, solve problems creatively, and maintain focus on user-centered design, even when the external landscape is constantly shifting.Key Takeaways: Leadership in times of uncertainty: Ryan emphasizes the importance of staying calm and resilient as a leader. Leaders who remain composed encourage their teams to stay focused and avoid panic. Staying true to your mission: Throughout times of change, it’s crucial to remain aligned with your company’s mission.  Creative problem-solving and efficiency: In today’s fast-paced environment, especially with fewer resources, creativity in how teams approach work is more important than ever. Embracing change as an opportunity: Ryan discusses the mindset of viewing change not as a disruption, but as an opportunity for innovation. Fostering a safe space for failure: Experimentation is a core part of design and research. By creating a culture where it's safe to fail, teams can iterate quickly and improve faster. The role of AI in design and research: Ryan touches on the growing influence of AI in design and research. While there may be some initial skepticism, he believes AI is a tool that can assist—rather than replace—designers and researchers. Cross-functional collaboration: One of the keys to building successful products is getting cross-functional teams involved early. This approach ensures alignment from the beginning and empowers everyone to contribute to the solution.

Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show Notes:In this episode of Insights Unlocked, host Nathan Isaacs sits down with Paul Strike, Senior Vice President and Global Head of Design Research, formerly at Goldman Sachs. With over 20 years of experience in design leadership, Paul shares his deep insights into how organizations can cultivate a progressive design and innovation culture. He discusses the critical role of leadership in fostering environments where design can thrive and highlights the importance of balancing strategic thinking with tactical execution.Paul also delves into the challenges of integrating design into core business strategies, offering practical advice on overcoming the disconnect between design and business goals. He introduces three key leadership roles—Architect, Bridge, and Catalyst—that are essential for driving design-centric innovation and creating a culture of continuous discovery and learning.Towards the end of the episode, Paul explores the future of design, particularly in the context of AI and the evolving employee experience, offering his thoughts on how these trends will shape the digital landscape in the years to come.Key Takeaways: Mature Design Culture: A mature, progressive design culture is marked by the ability to operate at both strategic and tactical levels, leveraging diverse skill sets to drive change at scale. Leadership's Role in Innovation: Effective leadership in a design-driven organization involves shaping cultures and capabilities, co-creating future visions, and fostering an environment that supports innovation at every level. Three Essential Leadership Roles: Architect: Focuses on building cultures and capabilities. Bridge: Leverages external expertise to complement internal efforts. Catalyst: Acts as a change agent to accelerate innovation across the organization. Authentic Leadership: Transparency and integrity are crucial for building a culture of trust and engagement. The HAL framework (Honesty, Authenticity, Integrity, Loyalty) is a powerful tool for leaders looking to foster open communication. Continuous Discovery and Learning: Successful design teams embrace a culture of continuous discovery, iterating and learning from failures to create superior products and services. Future of Design: The rise of AI and the evolution of the employee experience are poised to significantly impact the digital landscape, with design playing a central role in shaping these developments. Connect with Paul Strike:LinkedIn: Paul Strike on LinkedIn

Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show Notes:In this episode of Insights Unlocked, we sit down with Kasey Canlas, UX Research Manager at Genesys, live from a UX conference. With over five years of experience in research operations and three years as a manager, Kasey shares her expertise on how to strengthen collaboration within organizations to amplify the impact of UX research.Key Takeaways: Leveraging Internal Expertise: Kasey discusses the importance of looking beyond your immediate team to find and collaborate with experts in other departments. By harnessing the strengths of colleagues across the organization, UX researchers can improve their own work and drive more meaningful outcomes. Clear and Actionable Communication: One of the major themes Kasey emphasizes is the need for delivering research findings in a clear, concise, and actionable manner. Avoiding unnecessary complexity in presentations ensures that key insights are easily understood and applied by stakeholders. Building Genuine Relationships: Kasey highlights the value of forming genuine connections with stakeholders before critical needs arise. Regular, informal check-ins help in understanding their values and working styles, which can lead to more productive collaborations down the line. Creating and Maintaining Research Repositories: The episode touches on the challenges and successes of implementing research repositories in different organizations. Kasey stresses the importance of having the right processes and shared responsibility in maintaining these resources. Giving Stakeholders Grace: Kasey advises listeners to practice empathy with stakeholders, recognizing that everyone has different expertise and constraints. This approach fosters better communication and collaboration. Quotes from the Episode: “It’s about making everything you have—whether it’s findings or recommendations—actionable, clear, and easy to follow.” “Build relationships before you actually need anything from them. That’s how you create genuine connections.” Episode Links: Kasey Canlas on LinkedIn UXDX conference

Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Show Notes:Key Themes & Topics:1. Introduction to Rory Madden Rory Madden's background and his roles as co-founder of UXDX and creator of Zero Blockers. His journey from big consultancies to startups to co-founding UXDX. 2. Zero Blockers Framework Purpose & Development: A framework designed to help companies maintain the agility of small teams while scaling. Challenges Addressed: Tackles issues such as team empowerment, funding, governance, and dependency management. Implementation: Built on insights from 800 real-world case studies, emphasizing practical solutions over theoretical concepts. 3. The Challenges with Agile Theory vs. Practice: Agile's brilliant theoretical foundation versus its practical difficulties in large organizations. Bureaucracy and Dependencies: How traditional agile frameworks add layers of management and slow down processes. 4. Insights from UXDX Conference Conference Evolution: From niche UX discussions to a comprehensive event covering product development, design, and teamwork. Format and Approach: Focus on case study-driven content, interactive forums, and cross-functional team collaboration. Upcoming Events: Details about the next UXDX conference in Dublin, Ireland, featuring diverse sessions and networking opportunities. 5. Practical Advice for Conference Attendees Setting Goals: Whether to learn industry trends, enhance skills, or network. Effective Networking: Approaching networking with a mindset of offering value and building meaningful connections. 6. Real-World Applications and Case Studies Examples and Takeaways: Stories from industry leaders and how they've applied the Zero Blockers framework. Listener Engagement: Encouraging listeners to visit the Zero Blockers and UXDX websites for further resources and to share their own case studies. Key Quotes: "Zero Blockers helps companies scale and maintain the speed of small teams by addressing challenges that other frameworks evade." "Agile is brilliant in theory, but when applied in practice, it often creates bureaucratic slowdowns due to dependencies." "At UXDX, we emphasize real case studies and practical solutions over theoretical discussions to foster better team collaboration." Episode Links: Rory Madden on LinkedIn UXDX conference Zero Blockers UserTesting’s The Human Insight Summit (THiS)

In this Insights Unlocked episode, Brian Walker shares expert insights on how retailers can master digital commerce this holiday season. From optimizing e-commerce fundamentals to navigating the complexities of retail media and omnichannel strategies, Brian shares invaluable tips to help you stay ahead in a competitive market. Whether you're a retail veteran or new to the game, you won't want to miss this episode!.Episode web page----------------------->>> Insights Unlocked audience survey <<<Link https://bit.ly/3y4u9IJWe're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!-----------------------The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------Key Topics Discussed: The Importance of Fundamentals: Brian emphasizes the need for retailers to focus on the basics, such as site speed, product discovery, and a seamless checkout process, to ensure a frictionless shopping experience during the holiday rush. Pull Quote: “It’s going to be important to really focus in on the fundamentals and the basics.” Common Digital Obstacles: Even large retailers face challenges like irrelevant search results and non-intuitive filtering options. Brian discusses the importance of seeing these issues through the customer's eyes and leveraging tools like UserTesting to identify and fix pain points. Pull Quote: “It really comes down to seeing it through the customer's eyes.” The Role of Retail Media: Brian highlights the rapid growth of retail media and the potential risks it poses to the user experience. He advises retailers to strike a balance between monetizing their platforms and maintaining a positive customer experience. Pull Quote: “The proliferation of retail media is going to have a pretty significant impact overall.” Omnichannel Challenges: The discussion also covers the complexities of providing a seamless omnichannel experience, where many retailers still struggle with siloed systems and inconsistent customer journeys. Pull Quote: “The customer doesn’t perceive it that way at all and hasn’t for a while.” Future Priorities for Retailers: Looking ahead to 2024, Brian advises retailers to invest in order management solutions, personalization strategies, and the integration of marketing with digital experiences to stay competitive. Pull Quote: “Personalization has been a key topic for 25 years... where marketers and merchants will start to pay closer attention is the intersection between their marketing and the digital experiences they’re delivering.” Episode Links:Substack: Cocktails and Commerce