AI meets human insight: UX research at Consumer Reports

Episode web page: https://bit.ly/3EGU4ZD

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In this episode of Insights Unlocked, host Brent Leary sits down with Melissa Garber, Senior User Experience Researcher at Consumer Reports, to explore the evolving role of AI in UX research and how it’s shaping consumer interactions. From developing an in-house conversational AI agent to tackling data privacy concerns, Melissa shares insights on how research can proactively shape AI tools rather than just react to them. She also dives into the challenges of AI adoption, maintaining brand trust, and how understanding consumer journeys is more complex than ever.

💡 What You’ll Learn in This Episode:

✅ How AI is being leveraged at Consumer Reports to enhance consumer insights and decision-making

✅ The importance of human-in-the-loop AI systems to prevent misinformation

✅ Why UX research should drive AI development—not the other way around

✅ Challenges in adopting AI within research teams and overcoming skepticism

✅ The evolving consumer journey and how AI can assist in predicting user needs

🎯 Who Should Listen?

This episode is perfect for UX researchers, product leaders, marketers, and CX professionals who are interested in the intersection of AI and user experience, and how AI-powered insights can drive better customer interactions.