Insights Unlocked

UserTesting
Insights Unlocked

What does it take to create experiences customers love, craft campaigns that captivate, and drive measurable results? Insights Unlocked features candid conversations with the builders, creators, and innovators driving some of the world’s most impactful digital transformations. Tailored for marketing, product, UX and CX leaders, each episode delivers actionable insights to help you create customer-first strategies and stay ahead in today’s competitive landscape. Each episode is about 30 minutes long. From optimizing product launches to leveraging AI for smarter workflows, Insights Unlocked is your go-to resource for designing experiences that resonate, drive loyalty, and achieve business results. Guests include influential leaders like Brian Solis, April Dunford, Kate Towsey, Jacob Nielsen, Teresa Torres, and Judd Antin among others, offering their expertise in CX, UX, and innovation. The podcast also highlights strategies and success stories from leading brands such as Verizon, Signet Jewelers, Figma, Microsoft, Tesco Bank, and more. UserTesting leaders and industry experts join as guest hosts, alongside show producer Nathan Isaacs, award-winning journalist and Senior Manager of Content Production at UserTesting. Brought to you by UserTesting, the leader in human insights and proactive customer experience strategies, Insights Unlocked empowers CMOs and marketing teams to craft experiences that drive growth, loyalty, and impact. Listen and subscribe wherever you get your podcasts. Show notes, curated clips and more at usertesting.com/podcast.

  1. 1D AGO

    Leading AI transformation with Greg Shove of Section

    Episode web page: https://bit.ly/4jHDYyu ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- PROMO CODE for this episode with Section's Greg Shove: USERTESTING30 The code is good for Section courses and memberships. ----------------------- In this episode of Insights Unlocked, Michael Domanic, Head of AI at UserTesting, sits down with Greg Shove, CEO of Section, to unpack what it truly means for businesses to embrace AI transformation. Greg shares his personal “aha” moment with generative AI, how it led him to pivot Section into an AI-centric business school, and why every executive should view AI as a strategic thought partner—not just a tool for marketers and engineers. From experimenting with AI as a boardroom simulator to identifying organizational resistance, Greg gets real about what’s holding companies back from adopting AI effectively. He also offers practical advice for leaders navigating internal fears, outlines how businesses can build impactful AI pilots, and explains why creativity and experimentation are critical to unlocking AI’s full potential. What you’ll learn in this episode: Why Greg believes AI is the new cognitive edge for leaders The story behind Section’s pivot to AI education Barriers to AI adoption, including fear, poor training, and restrictive data policies The difference between deploying AI tools and truly transforming workflows Why language-intensive roles are leading the charge in AI adoption The power of autonomous agents and what they mean for the future of customer experiences How to structure internal AI pilots that actually move the needle Who should lead AI transformation inside your organization—and the creative mindset they need Resources & Links: Connect with Greg Shove on LinkedIn Connect with Michael Domanic on LinkedIn Section School Greg’s website Learn more about Insights Unlocked: usertesting.com/podcast

    30 min

  2. APR 14

    How customer journey mapping and storytelling unlock innovation at G2

    Episode web page: https://bit.ly/4l9JDil ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this Insights Unlocked episode, UserTesting’s Jason Giles sits down with Dane Howard, Vice President of Product Design at G2, for a powerful conversation on the intersection of storytelling, design leadership, and purposeful innovation. With a career that spans design leadership at Amazon, eBay, and Microsoft, Dane brings a wealth of experience—and a passion for creating human-centered experiences. Dane discusses how G2’s visual customer journey map became a transformative internal tool, using storytelling metaphors like cities and theme parks to create clarity, alignment, and excitement across the organization. He also opens up about his personal “three-legged stool” approach to balancing full-time work, advocacy, and creative passion projects. Whether you're a product leader, UX professional, or design enthusiast, this episode offers actionable insights into how to keep your work rooted in purpose and aligned with customer needs—while also making space for your own growth and creativity. What you'll learn in this episode: Why storytelling is an essential leadership skill in design and CX How G2’s customer journey map turned into a city-wide metaphor that boosted internal alignment Tips on keeping internal artifacts like journey maps alive and evolving The power of framing design work through the lens of customer experience How to balance career, passion projects, and mentorship with intentionality Resources & Links: Connect with Dane Howard on LinkedIn Connect with Jason Giles on LinkedIn G2.com danehoward.com Dane’s LinkedIn article on G2’s Customer Journey Mapping project Learn more about Insights Unlocked: usertesting.com/podcast

    34 min

  3. APR 7

    How FNBO is leverages its content marketing strategy to build trust and increase CSAT

    Episode web page: https://bit.ly/4l9JDil ----------------------- Rate Insights Unlocked and write a review If 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. ----------------------- In this episode of Insights Unlocked, we’re joined by Regina DeMars, Director of Content Marketing and Social Media Strategy at First National Bank of Omaha (FNBO). With over 167 years of history, FNBO is one of the largest privately held banks in the U.S.—but that doesn’t stop them from thinking innovatively about customer engagement in the digital age. Regina shares how her team is transforming traditional banking touchpoints into rich, multi-channel experiences that prioritize customer trust, education, and community. From using employee storytelling to humanize financial topics, to tailoring content for platform-specific audiences, FNBO’s approach is as strategic as it is personal. You’ll hear how Regina and her team: Leverage real-time customer insights to guide content creation Build trust by consistently showing up with relevant, value-driven messaging Use content personalization to meet customers where they are—both in life and in channel Connect with younger generations through social-first campaigns like the “Be Kind” mural initiative Balance brand consistency with creative freedom across platforms like TikTok, YouTube, and blogs Whether you’re in financial services or not, this episode is packed with practical ideas on how to scale content without losing your brand’s human touch. Guest: Regina DeMars, Director of Content Marketing & Social Media Strategy, FNBO Host: Cornelia Klimek, Group Product Manager, UserTesting Producer: Nathan Isaacs, Senior Manager, Content Production, UserTesting Resources & Links: Connect with Regina on LinkedIn Connect with Cornelia on LinkedIn Explore FNBO’s content and campaigns on Instagram and YouTube Learn more about Insights Unlocked: usertesting.com/podcast

    35 min

  4. MAR 31

    Mastering omnichannel for seamless CX

    Episode web page: https://tinyurl.com/2b3dz2z8 ----------------------- Rate Insights Unlocked and write a review If 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. ----------------------- In this episode of Insights Unlocked, we explore the evolving landscape of omnichannel strategies with Kate MacCabe, founder of Flywheel Strategy. With nearly two decades of experience in digital strategy and product management, Kate shares her insights on bridging internal silos, leveraging customer insights, and designing omnichannel experiences that truly resonate. From the early days of DTC growth to today’s complex, multi-touchpoint customer journeys, Kate explains why omnichannel is no longer optional—it’s essential. She highlights a standout example from Anthropologie, demonstrating how brands can create a unified customer experience across digital and physical spaces. Whether you’re a marketing leader, UX strategist, or product manager, this episode is packed with actionable advice on aligning teams, integrating user feedback, and building a future-proof omnichannel strategy. Key Takeaways: ✅ Omnichannel vs. Multichannel: Many brands think they’re omnichannel, but they’re really just multichannel. Kate breaks down the difference and how to shift toward true integration. ✅ Anthropologie’s Success Story: Learn how this brand seamlessly blended physical and digital experiences to create a memorable, data-driven customer journey. ✅ User Feedback is the Secret Weapon: Discover how continuous user testing—before, during, and after a launch—helps brands fine-tune their strategies and avoid costly mistakes. ✅ Aligning Teams for Success: Cross-functional collaboration is critical. Kate shares tips on breaking down silos between marketing, product, and development teams. ✅ Emerging Tech & Omnichannel: Instead of chasing the latest tech trends, Kate advises businesses to define their strategic goals first—then leverage AI, AR, and other innovations to enhance the customer experience. Quotes from the Episode: 💬 "Omnichannel isn’t just about being everywhere; it’s about creating seamless bridges between every touchpoint a customer interacts with." – Kate MacCabe 💬 "Companies that truly listen to their users—through qualitative and quantitative insights—are the ones that thrive in today’s competitive landscape." – Kate MacCabe Resources & Links: 🔗 Learn more about Flywheel Strategy 🔗 Connect with Kate MacCabe on LinkedIn 🔗 Explore UserTesting for customer insights for marketers

    27 min

  5. MAR 24

    Search Experience Optimization (SXO): The Future of SEO?

    Episode web page: https://tinyurl.com/45pcxtn9 How can businesses move beyond traditional SEO rankings to create a truly engaging and high-converting user experience? In this episode of Insights Unlocked, host Nathan Isaacs sits down with Georgia Tan, co-founder of Switch Key Digital, to discuss the future of search and the rise of Search Experience Optimization (SXO). Georgia shares how SXO integrates SEO, user experience (UX), and conversion rate optimization (CRO) to create a holistic search strategy that not only ranks well but also delivers meaningful engagement and conversions. As AI-driven search and multi-platform visibility become critical, Georgia explains why focusing on the user journey is the key to future-proofing your search strategy. She also walks us through real-world case studies, practical steps for businesses looking to shift toward SXO, and how to measure success beyond traditional keyword rankings. Tune in to learn: What Search Experience Optimization (SXO) is and how it differs from traditional SEO Why integrating UX and CRO is essential for long-term search success How AI-driven search and evolving user behaviors are shaping SEO in 2025 Actionable strategies to improve organic traffic and engagement Key metrics and a balanced scorecard approach to measure SXO success Real-world examples of businesses that boosted conversions with SXO 💡 "It's not just about ranking #1; it's about creating a seamless experience that keeps users engaged and converts them into loyal customers." – Georgia Tan Georgia Tan is the co-founder of Switch Key Digital and a seasoned expert in SEO, content strategy, and UX design. She developed the SXO framework to help businesses bridge the gap between search visibility and meaningful user engagement.

    27 min

  6. MAR 17

    How UX and marketing drive better customer experiences

    Episode web page: https://tinyurl.com/4txxcx83 ----------------------- In this episode of Insights Unlocked, we explore how marketing, UX, and customer experience teams can collaborate to craft impactful, data-driven strategies. Our guests—Emily Carrion, CMO at Entrepreneurs'​ Organization; Katie Karr, a Senior User Experience Designer at Workiva; and Kristy Morrison, Director of Digital Marketing at F5,—share insights on cutting through digital noise, optimizing messaging, and leveraging user testing to create seamless experiences that drive business success. What you’ll learn in this episode: The marketing challenge – Why understanding customer needs remains the foundation of great marketing, even as digital channels become increasingly noisy​. UX as a marketing advantage – How UX research and design play a critical role in communicating value to potential customers, especially since 80% of SaaS buyers research before speaking with sales​. The role of testing – How teams can use customer insights, A/B testing, and analytics (quant + qual) to optimize messaging, improve conversions, and enhance brand clarity​. Cross-team collaboration – Why breaking down silos between marketing, UX, product, and content teams leads to better customer experiences and stronger business impact​. Key Quotes from Our Guests: 💡 “There are some things in marketing that never change. Our job is to deeply understand our customer and connect their needs with our product’s value.” – Emily Carrion​ 💡 “Every good experience you create is part of your brand—so is every bad experience.” – Kristy Morrison​ 💡 “UX isn’t just a product function anymore. It’s critical in marketing to ensure we’re communicating the right message upfront.” – Katie Karr​ Episode links:  Emily Carrion on Linkedin Kristy Morrison on Linkedin Katie Karr on Linkedin Blog post: 31 Expert Opinions on the Importance of UX in Marketing

    9 min

  7. MAR 10

    How AI + user feedback transformed puppy training with Zigzag's Jack Mitchell

    Episode web page: https://tinyurl.com/ywpva5x5 ----------------------- In this Insights Unlocked episode, host Michael Domanic sits down with Jack Mitchell, Head of Product and Operations at Zigzag, the #1 puppy training app. Jack shares how his team built Ziggy, an AI-powered virtual puppy trainer designed to provide personalized, science-backed training advice at scale. Jack explains that scalability was a major challenge for the certified B-Corp startup. Originally, Zigzag provided WhatsApp chat support with real dog trainers, but as the company grew, this wasn’t sustainable. They needed a way to offer science-backed, consistent training advice while still maintaining the personal touch that users valued​. Additionally, user behavior played a key role in the decision to develop an AI-powered chat. Zigzag found many customers hesitated to ask simple questions because they didn’t want to bother a human trainer—even though they were paying for the service. AI eliminated this friction by making users feel more comfortable asking quick, everyday training questions​. Zigzag is continuously refining Ziggy’s AI model based on user feedback, with a 96% positive rating of the feature. "Trust is key," Jack said. "Users need to know they’re getting the right advice—every time." Looking ahead, Jack said they aim to expand Ziggy’s capabilities and explore how AI can further improve the pet training experience. "The goal is to keep making the AI better, smarter, and more useful for puppy parents everywhere," he said. Key Takeaways: 🐶 AI as a training tool – How Zigzag built Ziggy to provide AI-driven, real-time puppy training advice. 📈 From concept to execution – The strategic and technical hurdles in implementing AI, from user feedback to content validation. 🔄 Engagement & retention – How and why AI chat features have increased user interactions and overall app retention rates. 🎯 Measuring AI’s business impact – The importance of A/B testing, user feedback, and ROI tracking to validate AI investments. 🚀 AI Beyond the product – How small teams like Zigzag use AI to streamline internal workflows and accelerate product development. Episode links:  🐾 Try ZigZag: Download the app (if applicable) 💬 Connect with Jack Mitchell on LinkedIn: Find him on LinkedIn 🏁 A comprehensive guide to A/B testing: A comprehensive guide on conducting effective A/B tests to enhance user experience and conversion rates.

    26 min

  8. MAR 3

    How smart content drives better customer experiences

    Episode web page: https://tinyurl.com/2p9rbkfu ----------------------- Rate Insights Unlocked and write a review If 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. ----------------------- In this week’s Insights Unlocked, we look back at three past episodes discussing the importance of smart content—that strategically crafted, user-focused content that adapts to audience needs, enhances customer experience, and drives engagement through clarity and relevance. Industry experts Bobbie Wood, Natalie Dunbar, and Kelly Erickson share insights on the impact of well-crafted content, the power of user testing, and the evolving role of AI in UX writing. Whether you’re in marketing, CX, or UX, you’ll gain valuable takeaways on how content strategy can elevate your brand and improve the way customers interact with your products and services. Key Topics & Takeaways: 1. The Power of Content in Customer Experience Successful companies prioritize clear, user-friendly content to drive engagement and loyalty. Content strategy isn’t just about writing—it’s about delivering the right message at the right time in the right format. Microcopy, such as button text and CTAs, can make or break user engagement. 2. The Importance of Content Testing & User Research A/B testing and usability studies are essential to understand how users interact with content. Testing must go beyond isolated elements—content should be evaluated across the entire user journey to ensure consistency. Observing user reactions, especially when they stop interacting, can reveal pain points that need to be addressed. 3. Balancing Brand Consistency with Personalization A strong brand voice ensures content remains consistent across channels while still adapting to different user needs. Marketers and UX teams should define voice and tone guidelines that allow flexibility for various contexts. The right balance between structured brand messaging and personalized user interactions enhances engagement. 4. AI’s Growing Role in Content Creation AI tools can assist with content creation, but they lack the human empathy, nuance, and contextual understanding needed for great UX writing. The future of AI in UX writing is still evolving, and ethical concerns around AI-generated content must be considered. While AI can optimize workflows, human oversight remains crucial in crafting meaningful and relatable content. 5. Why Content Strategy Should Start Early in Projects Content strategists should be involved from the very beginning of product and experience design. Early collaboration ensures content aligns with user expectations, business goals, and overall design strategy. Mapping out content needs before development reduces the risk of last-minute changes and improves efficiency. Featured Guests: 🔹 Bobbie Wood on LinkedIn 🔹 Natalie Dunbar on LinkedIn 🔹 Kelly Erickson on LinkedIn

    22 min
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4.8
out of 5
35 Ratings

About

What does it take to create experiences customers love, craft campaigns that captivate, and drive measurable results? Insights Unlocked features candid conversations with the builders, creators, and innovators driving some of the world’s most impactful digital transformations. Tailored for marketing, product, UX and CX leaders, each episode delivers actionable insights to help you create customer-first strategies and stay ahead in today’s competitive landscape. Each episode is about 30 minutes long. From optimizing product launches to leveraging AI for smarter workflows, Insights Unlocked is your go-to resource for designing experiences that resonate, drive loyalty, and achieve business results. Guests include influential leaders like Brian Solis, April Dunford, Kate Towsey, Jacob Nielsen, Teresa Torres, and Judd Antin among others, offering their expertise in CX, UX, and innovation. The podcast also highlights strategies and success stories from leading brands such as Verizon, Signet Jewelers, Figma, Microsoft, Tesco Bank, and more. UserTesting leaders and industry experts join as guest hosts, alongside show producer Nathan Isaacs, award-winning journalist and Senior Manager of Content Production at UserTesting. Brought to you by UserTesting, the leader in human insights and proactive customer experience strategies, Insights Unlocked empowers CMOs and marketing teams to craft experiences that drive growth, loyalty, and impact. Listen and subscribe wherever you get your podcasts. Show notes, curated clips and more at usertesting.com/podcast.

Information

  • Creator
    UserTesting
  • Years Active
    2022 - 2025
  • Episodes
    174
  • Rating
    Clean
  • Copyright
    © Copyright 2022 - 2023 UserTesting. All Rights Reserved.

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