Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismatch between what companies believe they deliver and what customers actually experience, and how this can be fixed with human-first design. We also explore how AI risks disconnecting teams from real human needs if left unsupervised, why many digital experiences suck and what we should do about it.

This interview follows on from my recent interview – Creating a customer service system that scales without losing authenticity – Interview with Ty Givens of CX Collective – and is number 556 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.