What if you could close the gap between what you think your customers experience and what they actually feel—using raw, unfiltered feedback you can see and hear for yourself?

In a constantly evolving digital landscape, the journey from a customer’s very first click to their final interaction is more complex—and crucial—than ever before. But many leaders believe that their customer experience is far better than it really is—a costly blind spot that leads to missed opportunities for building trust and loyalty. How can organizations truly see their products and services through their customers' eyes and outpace the competition in building brand confidence?

You won’t want to miss this week’s Delighted Customers Podcast, where Mark Slatin sits down with Baran Erkel, Chief Strategy Officer at User Testing. Baran’s rich background—from developer to consulting to enterprise SaaS leadership—gives him a unique 360-degree view on why empathy at scale is the new differentiator and how User Testing’s platform enables businesses to bring the authentic voice of the customer into every decision. If you’re a leader who wants to turn insight into action, streamline feedback loops, and future-proof experiences in the age of AI, Baran’s expertise is essential listening.

Here are three compelling questions Baran Erkel answers on this episode:

• Why is traditional customer feedback (like NPS surveys) not enough for truly understanding and closing the customer experience gap?

• How does User Testing enable organizations to “get out of the building” and immerse themselves in real-time, video-based customer feedback—even at scale?

• What is the transformative role of AI in the future of human insights, feedback, and designing for trust?

Tune in to this insightful conversation and discover how to proactively bridge blind spots in your customer journey. Listen and subscribe on Apple Podcasts and Spotify—or catch Delighted Customers on all of your favorite podcast platforms so you never miss an episode!

Meet Baran Erkel

Baran Erkel is the Chief Strategy Officer at User Testing, where he leads strategy, corporate development (including mergers and acquisitions), and product management for their industry-leading platform. With over 15 years in enterprise software and a career foundation in computer science and consulting, Baran’s passion lies in helping businesses harness human insights to drive innovation and deepen customer trust. User Testing, founded in 2008, now serves over 3,000 clients—including global enterprises in financial services, tech, and retail—by enabling rapid, actionable feedback through both digital and physical customer experiences. Baran is committed to equipping organizations with the tools and mindset shifts needed to close the “experience gap” and thrive in today’s competitive landscape.

Connect with Baran on LinkedIn.

Show Note References

• Coupa Café anecdote illustrating the powerful impact of real-time, direct customer feedback

• The Bain & Company “CX Gap” statistic

• User Testing’s role in transitioning from reactive to proactive customer listening

• The future of AI-powered feedback and its integration with human insights

Don’t forget to listen and subscribe—transform your approach to customer experience starting today!