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Insights Unlocked — Technology
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.

Copyright: © Copyright 2022 - 2023 UserTesting. All Rights Reserved.

Latest Episodes:

2026 trends in CX and UX research with Lija Hogan and Amrit Bhachu Jan 05, 2026

Show notes

Episode web page: https://bit.ly/4jpvb55

Episode description:

In this episode of Insights Unlocked, I flip the mic on two of the podcast’s regular co-hosts: Lija Hogan and Amrit Bhachu, both Principals of Experience Research Strategy here at UserTesting. Together, they dive into the evolving conversations they’re having with customers as we head into 2026.

From the rise of AI to the expanding role of UX researchers, Lija and Amrit unpack what’s keeping experience teams up at night—and what’s inspiring them. They explore how researchers are experimenting with AI to optimize workflows, the importance of validating generative outputs, and the new expectations being placed on teams to demonstrate impact across the business. The episode also explores the shift toward conversational interfaces and the operational challenges of supporting research at scale.

Topics covered:

How AI is changing research and design workflows
The “garbage in, garbage out” risk with AI and how to overcome it
Why researchers must become stronger business storytellers
Building cross-functional empathy through insights
Voice, gesture, and multimodal experiences as the next UX frontier
Why research ops is critical to scaling insights across the org
Advice for validating AI-driven outputs before they go public

Whether you’re a researcher, designer, or product leader, this episode will leave you with practical ways to experiment with AI and bring more human-centered thinking into your work.

Resources & links

Lija on LinkedIn (https://www.linkedin.com/in/lija-hogan-894769/)
Amrit on LinkedIn (https://www.linkedin.com/in/amritsbhachu/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast

The future of customer insights starts in 2026 Dec 29, 2025

Show notes

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

Episode description:

In this forward-looking episode of Insights Unlocked, Mike McDowell returns to the mic to share what’s ahead for UserTesting in 2026—and it’s all about speed, scale, and smarter insights. Mike and host Nathan Isaacs dive into the latest developments in AI-powered research, from automated test creation and participant feedback to enhanced report generation and seamless integrations with tools like Figma.

As always, Mike brings a ton of energy and clarity to what these innovations mean not just for researchers, but for anyone trying to get closer to their customers. Whether you're a product manager, designer, or marketer, this episode will leave you inspired by what’s possible when AI meets human insight.

Key takeaways

AI-enhanced test creation: Just type what you want to learn, and AI builds the test plan for you—making customer feedback more accessible to non-researchers than ever.
New Figma plug-in: Beta users can now launch usability tests directly from Figma, without leaving the design environment.
Automated insight generation: From smart analysis to video summaries and report creation, AI is speeding up the time from question to answer.
Smarter screener tools: AI-powered fraud detection and screener guidance ensure better participant quality and more reliable feedback.
Customer empathy at scale: Mike emphasizes the power of embedding customer videos in tools like Jira, Confluence, and Figma to build buy-in and challenge internal assumptions.

Resources & links

Mike on LinkedIn (https://www.linkedin.com/in/mmcdowell1/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Why the evolving role of designers changes everything with Lacey Fabrizio Dec 22, 2025

Show notes

Episode page: https://bit.ly/3KT962a

As we head into 2026, design is no longer just about aesthetics—it’s about strategy, collaboration, and customer empathy. In this episode of Insights Unlocked, Nathan Isaacs sits down with Lacey Fabrizio, Principal Solution Marketing Manager at UserTesting, to discuss the major shifts happening in the design and product space.

Lacey shares three key trends reshaping the field:

Designers are moving upstream and playing a more strategic role in defining problems—not just polishing solutions.
AI is becoming a powerful brainstorming partner, helping designers break creative patterns and explore new directions.
Teams are adopting continuous, lightweight feedback loops to stay tightly connected to customer needs and avoid designing in the dark.

Whether you're in design, product, or marketing, this conversation offers valuable insight into how to embrace these changes and design with more intention.

What you’ll learn:

How designers are gaining influence earlier in product development
Why AI is most powerful as a creative collaborator
The importance of fast, continuous user feedback to improve outcomes
How these trends are shaping a more empowered, customer-first design culture

Resources & links:

Lacey Fabrizio on LinkedIn
Nathan Isaacs on LinkedIn
The 2026 Experience Survival Guide: scaling human insight across every team — This on-demand webinar explores how AI and connected workflows help teams gather and act on customer feedback faster, smarter, and at scale across UX, product, design, and marketing.
How to enhance design efficiency through continuous user feedback — This guide shows how continuous user feedback helps designers move faster, make smarter decisions, and reduce rework by testing early and iterating often.
How to transform your UX design process with continuous customer feedback — an Insights Unlocked episode about building continuous customer interview programs to support the product development life cycle.
How design teams leverage user feedback in design to transform products — This blog post explains how user feedback bridges intention and real experience to elevate design outcomes and reduce costly revisions.

Why AI in user research isn’t replacing real people (yet) with Mario Callegaro Dec 15, 2025

Show notes

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

Episode description:

In this episode of Insights Unlocked, host Amrit Bhachu sits down with Mario Callegaro, founder of Callegaro Research and a leading expert in survey methodology and AI-augmented research. Mario brings a wealth of experience from his 15 years at Google and shares practical, thoughtful guidance on how to responsibly integrate AI tools into UX, market, and survey research workflows.

From the evolving role of the researcher to the risks and potential of synthetic users, this episode unpacks what’s changing, what to be cautious of, and what skills are now essential in the age of AI.

What you’ll learn

How AI supports every phase of the research workflow: planning, execution, and activation
The role of prompt engineering in getting better insights from AI tools
Why synthetic users and synthetic data can't yet replace real human participants
What researchers are gaining—and potentially losing—by relying on AI
The current limitations of large language models in capturing nuance and variability
Practical advice on testing and validating AI tools with known datasets
Why transparency, iteration, and responsible experimentation are key

Resources & links

Mario on LinkedIn (https://www.linkedin.com/in/mcallegaro/)
Amrit on LinkedIn (https://www.linkedin.com/in/amritsbhachu/)
Callegaro Research (https://callegaroresearch.com/)
Quantitative User Experience Association (https://www.quantuxcon.org/)
There’s an AI for that (https://theresanaiforthat.com/)
Mike on LinkedIn (https://www.linkedin.com/in/mikemace/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Design for AI or disappear with UserTesting's Mike Mace Dec 08, 2025

Show notes

Episode web page: https://bit.ly/4rA1kKW

Episode summary:

In this episode of Insights Unlocked, host Nathan Isaacs sits down with Mike Mace, Executive Business Strategist at UserTesting, to explore a major shift already underway in the tech landscape: the rise of AI-powered conversational interfaces. Drawing from decades of industry experience, Mike warns that this is not a distant future trend—it's happening now, and it’s reshaping how companies must approach user experience, product design, and customer interaction.

What you’ll learn in this episode:

Why companies need to stop treating AI as just a feature and start seeing it as a transformational force
How conversational interfaces are changing the rules for software UX—much like the shift to graphical interfaces decades ago
Why today’s AI tools require testing not only for usability but also for tone, personality, and brand alignment
How emotional responses to AI-driven conversations can dramatically impact user trust and satisfaction
Simple strategies companies can use today to evaluate and improve their AI experiences

Mike also shares practical advice on how to begin adapting to this shift, including how to use tools like ChatGPT to understand user behaviors and preferences in real time.

Resources & links

Mike on LinkedIn (https://www.linkedin.com/in/mikemace/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Effective AI: how to choose the right generative AI features (https://www.usertesting.com/resources/guides/how-to-choose-generative-ai-features)
Designing AI-powered shopping experiences for the next generation of commerce (https://www.usertesting.com/resources/guides/designing-ai-powered-shopping-experiences-ecommerce)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Redefining a beloved brand: What Zoom’s transformation teaches modern business leaders Dec 01, 2025

Show notes

Episode page: https://bit.ly/44hNGCc

Episode description:

In this episode of Insights Unlocked, Zoom CMO Kim Storin joins host Johann Wrede for a candid conversation about the realities of leading through transformation. Kim shares why change is harder than most leaders admit and how Zoom is evolving from a company known for meetings to a full multi-product collaboration platform. She also breaks down new Zoom + Deloitte research uncovering surprising gaps in how organizations measure collaboration ROI.

From the power of curiosity and calculated risk-taking to the importance of authenticity and community in B2B marketing, Kim offers practical, human-centered guidance for anyone navigating rapid growth or organizational change.

Key topics discussed:

Why transformation is so challenging: “You can have the greatest strategy in the world, but the culture can make or break it.”
Balancing optimism and pragmatism: Kim explains why optimism inspires progress—but only works when paired with realistic planning.
Zoom’s evolution beyond meetings: From events to customer support to sales enablement, Zoom is building a more-than-meetings collaboration ecosystem.
The collaboration paradox: Workers now spend 25 hours/week on meeting-related tasks—yet companies still struggle to see true productivity and ROI.
Community as a competitive edge: Why users proudly say “I’m a Zoom user,” and how brands can build authentic connection at scale.
The 3 traits of modern marketing leaders: Curiosity, agility, and the confidence to take calculated risks.

Resources and links:

Zoom CMO Kim Storin on LinkedIn (https://www.linkedin.com/in/kimberlystorin)
Johann Wrede on LinkedIn (https://www.linkedin.com/in/johannwrede/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: Nexthttps://www.usertesting.com/podcast

Innovation-ish: Practical tools for everyday innovators Nov 24, 2025

Show notes

Episode web page: https://bit.ly/49ucDxK

Episode summary:

In this episode of Insights Unlocked, UserTesting’s VP of Design Jason Giles sits down with Tessa Forshaw and Rich Braden—co-authors of Innovation-ish and longtime instructors of design thinking at Harvard and Stanford—to explore what truly drives innovation and why most people hesitate to participate in it. Tessa and Rich break down the science behind “innovation hesitation,” share tools for unlocking creativity, and explain how empathy, rapid prototyping, and metacognition can make innovation more human—and less intimidating. Whether you’re a product leader, designer, marketer, or team facilitator, this conversation provides practical strategies to build innovation habits, uncover deeper insights, and help teams think more creatively.

What you’ll learn in this episode:

Why so many people experience “innovation hesitation”—and how evolutionary wiring shapes our fear of ambiguity
A practical framework for understanding innovation across a spectrum—from jump shots to moonshots
How empathy physiologically changes the way our brains process information
What separates real insights from surface-level feedback
How to use rapid prototyping to gather evidence instead of relying on opinions
Why metacognition (thinking about how you think) dramatically increases creativity and idea quality
Tools and prompts to help teams collaborate, synthesize insights, and tell better innovation stories

About the guests:

Tessa Forshaw is a cognitive scientist and co-founder of Harvard’s Next Level Lab. She teaches design thinking, innovation, and creative problem solving at Harvard and previously at Stanford. Her research explores how empathy, cognition, and metacognition shape human-centered innovation.

Rich Braden is a design strategist with a background that spans software engineering, marketing, and more than a decade of improv teaching. He teaches innovation and design thinking at Stanford and Harvard, blending creative methodologies with practical business experience.

Together, Tessa and Rich are the authors of Innovation-ish: How Anyone Can Create Breakthrough Solutions to Real Problems in the Real World.

Resources & links:

Innovation-ish website – https://innovation-ish.com
Tessa Forshaw on LinkedIn –https://www.linkedin.com/in/tessaforshaw/
Rich Braden on LinkedIn – https://www.linkedin.com/in/richardcoxbraden/
Jason Giles on LinkedIn – https://www.linkedin.com/in/jaygiles/
Harvard Next Level Lab – https://nextlevellab.gse.harvard.edu
Nathan Isaacs on LinkedIn – https://www.linkedin.com/in/nathanisaacs/
Learn more about Insights Unlocked – https://www.usertesting.com/podcast

About the show:

Insights Unlocked is the go-to podcast for marketing, UX, product, and CX leaders. Each week, we feature candid conversations with the builders and thinkers behind today’s most impactful customer experiences. Brought to you by UserTesting.

How customer-centric marketing fuels real growth Nov 17, 2025

Show notes

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

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Episode summary:

In this episode of Insights Unlocked, Nathan Isaacs talks with marketing powerhouse Bill Macaitis—former CMO of Slack, Zendesk, and Salesforce—about how B2B companies can scale efficiently by prioritizing customer experience, building authentic brands, and embracing new go-to-market models. Bill shares lessons from his career and dives into the importance of customer-centric cultures, long-term thinking, and the strategic use of AI in modern marketing.

What you’ll learn in this episode:

Why capital-efficient growth beats “growth at all costs”—and how to build it
The playbook for operationalizing customer centricity in a B2B environment
How to align teams across marketing, product, and sales with shared metrics
What most companies get wrong about attribution models
How AI can empower marketers—without replacing them
The secret to building a B2B brand people actually love (and talk about)
Tips for individual contributors to challenge legacy playbooks and advocate for change

About the guest:

Bill Macaitis is an executive advisor and board member who has led marketing at some of the most iconic names in SaaS, including Slack, Zendesk, and Salesforce. Known for his customer-first approach and bold brand vision, Bill now advises AI startups on how to build scalable, loved companies from the ground up.

Resources & Links:

Bill Macaitis on LinkedIn (https://www.linkedin.com/in/bmacaitis/)
SaaS CMO Pro website (https://www.saascmopro.com/)
SaaS CMO Pro newsletter (https://saascmopro.substack.com/)
Bill’s YouTube videos (https://www.youtube.com/@SaaSCMOPro/videos)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast

What most marketers miss about marketing effectiveness with Sorin Patilinet Nov 10, 2025

Show notes

Episode web page: https://bit.ly/49xoJWL

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Episode summary:

What does it really mean for marketing to be "effective" in today’s complex, data-rich environment? In this episode of Insights Unlocked, Sorin Patilinet—PepsiCo’s Global Marketing Insights leader and author of Marketing Effectiveness—joins UserTesting CMO Johann Wrede for a deep dive into how marketers can shift from tactical fixes to strategic, system-wide thinking.

Sorin unpacks the concept of marketing as a system, not just a set of disconnected tactics, and explains how AI and automation can enhance—not replace—human decision-making. From defining what effectiveness actually means within your organization to embracing consistency and simplifying the martech stack, this conversation is full of actionable insights for marketing leaders navigating change.

Key themes and topics:

Why marketing effectiveness must go beyond ad performance metrics
Applying engineering-based systems thinking to brand strategy
The evolving role of AI in enhancing marketing decision-making
How to define "effectiveness" for your organization—and stick to it
The power of creative effectiveness and the compounding impact of consistency
Why marketers need to focus more on understanding customers than chasing channels
Practical advice for internal stakeholder alignment and building a culture of insights
Balancing innovation with simplification in a cluttered martech world

Resources & Links:

Sorin Patilinet on LinkedIn (https://www.linkedin.com/in/patilinet/)
Sorin’s book Marketing Effectiveness (https://marketing-effectiveness.com/)
UserTesting’s Johann Wrede on LinkedIn (https://www.linkedin.com/in/johannwrede/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast

About the show:

Insights Unlocked is the go-to podcast for marketing, UX, product, and CX leaders. Each week, we feature candid conversations with the builders and thinkers behind today’s most impactful customer experiences. Brought to you by UserTesting (https://usertesting.com/podcast)

AI employees and the future of work with Surojit Chatterjee Nov 03, 2025

Show notes

Episode web page: https://bit.ly/4qwkj8C

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Episode summary:

In this eye-opening episode of Insights Unlocked, host Mike Mace chats with Surojit Chatterjee—former Chief Product Officer at Coinbase and current founder and CEO of Ema—about the sweeping changes generative AI is bringing to the workplace.

Surojit unpacks his vision of “AI employees”—intelligent agents that can handle complex workflows, adapt to company-specific processes, and act as true collaborators rather than just tools. Drawing on his leadership at Google, Coinbase, and now Ema, he explains why organizations must stop retrofitting AI into outdated workflows and instead embrace an “AI + human” model of work.

From transforming enterprise functions like HR, finance, and customer support to challenging legacy software models, this conversation delivers sharp insights for leaders navigating the shift to AI-driven operations. Surojit also shares advice for companies just starting their AI journey, including the importance of experimentation, transparency, and reskilling teams.

What you’ll learn in this episode:

Why the next generation of software must adapt to the enterprise—not the other way around
How AI can eliminate mundane tasks and unlock more meaningful human work
What legacy tech companies risk if they don’t embrace a new AI-first paradigm
The role of customer empathy and rapid experimentation in building
Transformative AI products
How to lead an “AI + human” business transformation, function by function
Why trust and transparency are key to successfully integrating AI into your team

Resources & Links:

Surojit Chatterjee onLinkedIn (https://www.linkedin.com/in/surojitchatterjee/)
Ema website (https://www.ema.co/)
UserTesting’s Mike Mace on LinkedIn (https://www.linkedin.com/in/mikemace/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast

About the show:

Insights Unlocked is the go-to podcast for marketing, UX, product, and CX leaders. Each week, we feature candid conversations with the builders and thinkers behind today’s most impactful customer experiences. Brought to you by UserTesting.

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