Insights Unlocked

Episode web page: https://bit.ly/3LR63bd

Episode summary:

In this special episode, guest host Kate Towsey—ResearchOps thought leader and founder of the Cha-Cha Club—sits down with Baran Erkel, Chief Strategy Officer at UserTesting, and Basel Fakhoury, CEO and co-founder of User Interviews, to unpack the recent acquisition of User Interviews by UserTesting.

Together, they dive into the strategy, vision, and community impact behind the merger, addressing head-on the questions and emotions stirred within the UX and research communities. 

Listeners will gain insight into why now was the right time, what the future holds for both platforms, and how this partnership aims to strengthen the researcher-first values that User Interviews is known for.

Whether you're part of a large enterprise or a one-person research team, this episode sheds light on how the two companies plan to maintain openness, improve integration, enhance tools like Research Hub, and invest in a future where research plays a central role in shaping customer experiences.

Key topics discussed:


Why UserTesting acquired User Interviews and what it means for researchers


How the platforms will remain open, flexible, and independently accessible


Future investments in Research Hub and panel innovation


Ensuring a positive experience for participants remains a priority


The evolving role of research in an AI-driven future


What researchers—from solo practitioners to large teams—can expect going forward


Lessons from past acquisitions and why humility and customer-centricity matter

Resources & links


Kate Towsey on LinkedIn (https://www.linkedin.com/in/katetowsey/)


Baran Erkel on LinkedIn (https://www.linkedin.com/in/baranerkel/)


Basel Fakhoury on LinkedIn (https://www.linkedin.com/in/baselfakhoury/)


Kate’s book Research that Scales (https://rosenfeldmedia.com/books/research-that-scales/)


Kate’s website (https://katetowsey.com/)


Press Release about the acquisition of User Interviews (https://www.usertesting.com/company/newsroom/press-releases/usertesting-acquires-user-interviews)


Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)


Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: 

Episode summary:

In this episode of Insights Unlocked, host Nathan Isaacs sits down with Amy Wigdahl, principal solution marketing manager at UserTesting, to discuss the trends transforming the banking and fintech landscape as we approach 2026. Amy shares how financial institutions are moving beyond basic digital convenience to create more empathetic, personalized experiences powered by AI and customer insight.

Key themes and takeaways:


AI-driven personalization with a human touch: Banks are leveraging generative AI to make digital interactions feel more personal, aiming to replicate the warmth and familiarity of in-branch experiences. The goal is to use technology to support customers at critical life moments—without coming across as intrusive or robotic.


From broad strategies to precision targeting: With profit pressures rising and competition intensifying, banks are shifting from generic, one-size-fits-all approaches to hyper-targeted experiences. Success hinges on understanding the unique needs, motivations, and emotions of specific customer segments.


Loyalty in the age of choice: As most consumers now use multiple financial providers, customer loyalty is fragile. Trust, clarity, and relevance are emerging as the new drivers of loyalty—outpacing even new product offerings. Amy emphasizes that customer experience must be clear, emotionally reassuring, and responsive to evolving financial pressures.


The importance of customer insight: Truly understanding customer needs is at the heart of effective personalization. Insights gathered from real users inform everything from onboarding processes to new service design, ensuring banks stay relevant and build lasting trust.

Actionable advice:


Banks and fintechs should continuously gather and apply customer insights to design experiences that build trust and reduce friction.


Executives and product leaders are encouraged to “walk in their customers’ shoes”—try opening an account or using a service themselves to spot opportunities for improvement.

Resources & links


Amy Wigdahl on LinkedIn (https://www.linkedin.com/in/amywigdahl/)


Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)


The CSAT playbook for modern banks (https://www.usertesting.com/resources/guides/csat-playbook-for-banks)

Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/3Ys2J9d

Episode description: 

In this episode of Insights Unlocked, Phillip Jackson, CEO and co-founder of Future Commerce, joins the show to explore how commerce is fundamentally shaped by culture, not just technology. Phillip dives into how leading brands use AI in retail to enhance customer experiences quietly and authentically, why friction in the customer journey isn’t always a bad thing, and how brands can stand out in a sea of sameness.

Key themes and takeaways


Commerce is culture, not just tech. Phillip explains that what we buy and how we buy it are deeply tied to identity and culture. The smartest brands are those who see commerce as part of daily life, not just a transaction.


The invisible hand of AI in retail. AI can transform retail experiences, but its best applications are often invisible. Using examples like Taco Bell, Phillip discusses how AI can quietly make things easier and more delightful for customers—without being intrusive.


Friction’s hidden value. Not all friction is bad. While reducing unnecessary pain is important, Phillip argues that some friction helps customers make better decisions, reduces returns, and actually builds trust.


Personalization: meaningful, not just flashy. True personalization goes beyond using someone’s name. Phillip suggests it’s about understanding intent and context, and that surface-level personalization often falls flat or feels invasive.


Standing out from e-commerce sameness. E-commerce platforms have made shopping easier, but also more homogenous. Phillip shares research showing that when branding is stripped away, many sites are indistinguishable—and that differentiation is key to long-term loyalty.


Clean data is your AI superpower. Brands that want to unlock the full power of AI need holistic, clean data. Phillip shares how brands like Kith leverage years of clean purchase data to launch ambitious customer programs.


Invest in what matters. Rather than chasing every trend, Phillip encourages brands to focus on practical, high-value areas—like smarter search, better recommendations, and strong post-purchase support—that truly solve customer pain points.

Resources & links


Phillip on LinkedIn (https://www.linkedin.com/in/philwinkle/)


Mike on LinkedIn (https://www.linkedin.com/in/mmcdowell1/)


Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)


Future Commerce website (https://www.futurecommerce.com/)


UserTesting’s 2026 2026 State of AI in Retail Experiences Report (https://bit.ly/4sy3awg)


Learn more about Insights Unlocked: https://www.usertesting.com/podcast

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

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