Lauren Wood

And I know a lot of companies will invest in hiring outsourced agencies or consulting companies to look at these things. But it seems like user testing is much easier to turn on and work with because that's really what you specialize in.

And I know a lot of companies will invest in hiring outsourced agencies or consulting companies to look at these things. But it seems like user testing is much easier to turn on and work with because that's really what you specialize in.

You're bringing up a really good point. I mean, I think we've all probably had the experience of the data is telling us something, but it's not all adding up. Like when the client facing team is speaking to the customer, we're hearing frustrations, we're hearing things that maybe the data isn't necessarily telling us because maybe we're not tracking the right thing or

You're bringing up a really good point. I mean, I think we've all probably had the experience of the data is telling us something, but it's not all adding up. Like when the client facing team is speaking to the customer, we're hearing frustrations, we're hearing things that maybe the data isn't necessarily telling us because maybe we're not tracking the right thing or

You're bringing up a really good point. I mean, I think we've all probably had the experience of the data is telling us something, but it's not all adding up. Like when the client facing team is speaking to the customer, we're hearing frustrations, we're hearing things that maybe the data isn't necessarily telling us because maybe we're not tracking the right thing or

There's just something else that's there. And so tell me a little bit more about bridging that gap between just the data and also the emotional experience that customers have as they go through products or services or, yeah.

There's just something else that's there. And so tell me a little bit more about bridging that gap between just the data and also the emotional experience that customers have as they go through products or services or, yeah.

There's just something else that's there. And so tell me a little bit more about bridging that gap between just the data and also the emotional experience that customers have as they go through products or services or, yeah.

Empathy is so essential as we look to understand our customer. And how do your insights really inspire empathy within your clients, within those organizations?

Empathy is so essential as we look to understand our customer. And how do your insights really inspire empathy within your clients, within those organizations?

Empathy is so essential as we look to understand our customer. And how do your insights really inspire empathy within your clients, within those organizations?

And also to share that cross-functionally. I know it's something a lot of customer success, customer experience leaders struggle with is they see how the customer is using something as they help the customer troubleshoot, or they see in the tickets or in the conversations that we have with customers. But actually getting those moments into the hands of Right. of time.

And also to share that cross-functionally. I know it's something a lot of customer success, customer experience leaders struggle with is they see how the customer is using something as they help the customer troubleshoot, or they see in the tickets or in the conversations that we have with customers. But actually getting those moments into the hands of Right. of time.

And also to share that cross-functionally. I know it's something a lot of customer success, customer experience leaders struggle with is they see how the customer is using something as they help the customer troubleshoot, or they see in the tickets or in the conversations that we have with customers. But actually getting those moments into the hands of Right. of time.

I have invested months into trying to collect the right bits of information to architect the right argument so that I can make, so that we can make this little change that I just know is going to be so appreciated by my customers. But it's always felt like, why do I have to work so hard to get everyone else to see what I see? Wow. I really appreciate what you're doing.

I have invested months into trying to collect the right bits of information to architect the right argument so that I can make, so that we can make this little change that I just know is going to be so appreciated by my customers. But it's always felt like, why do I have to work so hard to get everyone else to see what I see? Wow. I really appreciate what you're doing.

I have invested months into trying to collect the right bits of information to architect the right argument so that I can make, so that we can make this little change that I just know is going to be so appreciated by my customers. But it's always felt like, why do I have to work so hard to get everyone else to see what I see? Wow. I really appreciate what you're doing.

Oh my God, that's so valuable. I work with a lot of leaders where we'll do workshops to really dive into the mind of the customer and talk about who is our customer. And I do lots of research in a much more manual way than user testing. So this is all helpful for me. But we really dive into the mind of the customer. And then at the end, we talk about what are the questions we still have?

Oh my God, that's so valuable. I work with a lot of leaders where we'll do workshops to really dive into the mind of the customer and talk about who is our customer. And I do lots of research in a much more manual way than user testing. So this is all helpful for me. But we really dive into the mind of the customer. And then at the end, we talk about what are the questions we still have?

Oh my God, that's so valuable. I work with a lot of leaders where we'll do workshops to really dive into the mind of the customer and talk about who is our customer. And I do lots of research in a much more manual way than user testing. So this is all helpful for me. But we really dive into the mind of the customer. And then at the end, we talk about what are the questions we still have?