Insights Unlocked

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

Episode summary:In this episode of Insights Unlocked, host Jason Giles sits down with design leadership coach Andy Polaine to explore what it really means to be a designer in an age of AI, speed, and constant delivery pressure. Drawing on decades of experience across design, education, and coaching, Andy unpacks the hidden cost of prioritizing efficiency over creativity—and why the most impactful work often comes from slowing down.

Andy introduces the concept of “noodling”—intentional exploration and experimentation—and explains why it’s essential for deeper thinking, better design outcomes, and meaningful innovation. He also dives into the “design leadership dip,” a common identity shift designers face as they move into leadership roles and away from hands-on craft.

The conversation challenges the industry’s obsession with speed, highlighting how over-reliance on tools and automation can lead to homogenized work, shallow thinking, and a loss of human connection. Andy and Jason also discuss how AI is reshaping design workflows, why it should be used with intention rather than as a shortcut, and how leaders can create space for creativity without sacrificing quality.

Ultimately, this episode is a call to return to the core of design: understanding people, thinking deeply, and creating with purpose—not just speed.

You’ll learn:

Why slowing down can lead to better design and stronger outcomes

What “noodling” is—and why experimentation is critical to creativity

How the “design leadership dip” impacts identity and confidence

The risks of over-optimizing for speed, efficiency, and AI-driven output

Why human connection and observation still matter in research and design

How leaders can create space for exploration without losing momentum

What it really means to be a designer in a rapidly evolving tech landscape

Resources & links:

Andy Polaine website: https://www.polaine.com/

Service Design: From Insight to Implementation (https://rosenfeldmedia.com/books/service-design-second-edition/)

Andy Polaine on LinkedIn (https://www.linkedin.com/in/apolaine/)

Andy’s newsletter (https://newsletter.polaine.com/)

Andy’s podcast (https://podcasts.apple.com/us/podcast/power-of-ten-with-andy-polaine/id1525087545)

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/4d9cvE4

Episode summary

In this episode of Insights Unlocked, Nathan Isaacs sits down with Gainsight SVP and UnChurned host Josh Schachter to explore how AI is transforming customer success—from scaling feedback collection to redefining retention as an outcome-driven discipline. Drawing on his journey from product leader to “relational founder,” Josh shares why building authentic relationships is still a competitive edge, even in an AI-first world, and how teams can combine human insight with agentic workflows to better understand, prove, and deliver customer value.

What you’ll learn

Why customer success is shifting from SaaS to “retention as a service”

How AI enables teams to capture and synthesize customer feedback at scale

What separates high-performing customer success teams from the rest

Why strong customer relationships still matter more than ever in an AI-driven world

How to build effective agentic workflows (and common pitfalls to avoid)

What the “retention apocalypse” means—and how to stay ahead of it

How product, UX, and marketing teams can directly impact retention

Why high-quality customer conversations are the foundation of effective AI

Resources & links

Josh Schachter on LinkedIn (

Gainsight (

Gainsight’s Atlas (

UnChurned podcast and newsletter (

Nathan Isaacs on LinkedIn (

Louis Rosenfeld and Llewyn Paine join the show to discuss the upcoming Designing with AI conference and explore how AI is reshaping UX design, workflows, and the future role of designers.

Listeners can save $75 on their registration. Use code: INSIGHTS75

Episode web page: https://bit.ly/4cJ7Xp4

Episode summary: 

In this episode of Insights Unlocked, host Lija Hogan sits down with Louis Rosenfeld, founder of Rosenfeld Media, and Llewyn Paine, innovation strategy leader and curator of the Designing with AI conference, to explore how AI is reshaping the design landscape.

As AI adoption accelerates across industries, designers and researchers are facing a new reality—one where speed, automation, and intelligent systems challenge traditional notions of craft, creativity, and value. Louis and Llewyn unpack the tensions between efficiency and intentionality, and explain why now is the time for design practitioners to slow down, ask better questions, and ground their work in evidence.

They also dive into the evolving role of designers as orchestrators of human and machine collaboration, the rise of AI agents as both users and teammates, and what it really means to design responsibly in an AI-augmented world. The conversation offers a preview of the upcoming Designing with AI 2026 conference, a virtual event focused on helping practitioners navigate these shifts with practical case studies, peer learning, and thoughtful dialogue.

Ultimately, this episode is a call to action: embrace AI’s potential—but do so with clarity, curiosity, and a deep commitment to human-centered design.

You’ll learn:

Why AI is forcing a rethink of the design process—not just the tools

How to balance speed and efficiency with creativity, craft, and intention

What it means to design in a world where AI agents are both users and collaborators

Why evidence-based thinking is critical in cutting through AI hype

How the role of designers is shifting from makers to orchestrators

The biggest risks, blind spots, and opportunities emerging in AI-driven design

What makes the Designing with AI conference a unique space for learning and connection

About the Designing with AI conference

Designing with AI 2026 is a virtual conference hosted by Rosenfeld Media, taking place June 9–10. The event brings together designers, researchers, and product leaders to explore how AI is transforming the end-to-end design process. USE CODE INSIGHTS75 and save $75.

https://rosenfeldmedia.com/designing-with-ai/

Attendees can expect:

Real-world case studies and practical applications

Collaborative speaker cohorts that build cohesive, cross-referenced insights

Interactive attendee cohorts for deeper discussion and networking

Access to recordings, resources, and ongoing learning materials

The conference is designed for practitioners across experience levels—from early-career designers to seasoned leaders—who want to better understand how to integrate AI into their workflows responsibly and effectively.

Resources & links

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

Episode summary: In this Insights Unlocked episode, Nathan Isaacs sits down with Gabrielle Dolan, global expert on business storytelling and author of Story Intelligence, to explore how authentic storytelling helps leaders communicate with clarity, build trust, and inspire action. Gabrielle shares her journey from the tech world into storytelling, explaining why stories—not just data—are the most powerful way to influence decisions and drive change within organizations.

The conversation dives into the concept of “story intelligence,” defined as the ability to purposefully and skillfully use authentic stories to connect, engage, and inspire. Gabrielle explains how even small, everyday anecdotes—especially those drawn from customer insights or real experiences—can be more impactful than statistics alone. She also discusses the “curse of knowledge,” why leaders often struggle to communicate effectively, and how storytelling bridges that gap by making messages more memorable and relatable.

Nathan and Gabrielle also explore the role of AI in storytelling, highlighting how it can serve as a creative partner—but not a replacement—for human experience and authenticity. Gabrielle shares practical advice for finding, structuring, and delivering stories, as well as how organizations can build a culture of storytelling to better align teams and influence outcomes.

You’ll learn:

Resources & links

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

Episode summary:

In this episode of Insights Unlocked, Nathan Isaacs sits down with Andrew Thomas, head of marketing at Archer, to explore how deeply understanding consumer behavior—not just data—drives effective brand building and sustainable growth. Andrew shares lessons from scaling Archer into a nationally recognized brand, including how simplifying messaging, embracing distinctive brand assets, and aligning insights across product, packaging, and campaigns can unlock breakthrough performance.

The conversation dives into the realities of modern marketing—from avoiding internal echo chambers to balancing creativity with business impact—and why intuition, when paired with data, remains a critical decision-making tool. Andrew also discusses the challenges of rebranding in a crowded market, how to measure success beyond awareness, and where AI is (and isn’t) transforming marketing workflows today.

You’ll learn:

Why consumers don’t think in categories—and how that impacts brand strategy

How simplifying messaging can drive stronger engagement and growth

The role of distinctive brand assets in standing out on crowded shelves

How to balance bold creativity with measurable business outcomes

Why intuition is still essential in a data-driven marketing world

How to evaluate brand performance across both awareness and sales metrics

Practical ways AI can accelerate insights and decision-making (without replacing marketers)

Resources & links

Andrew Thomas on LinkedIn (https://www.linkedin.com/in/andrew-j-thomas/)

Archer Meat Snacks (https://archerjerky.com/)

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/3Odmj7r

Epsiode description

In this episode of Insights Unlocked, Nathan Isaacs sits down with Stephen Baer, author of Stickology: How to Build Unbreakable Connections with Employees and Customers for Life, to explore why engagement is the true engine behind business performance—not just a feel-good initiative.

Drawing on more than 30 years of experience across gaming, corporate leadership, and behavioral science, Stephen introduces a powerful framework for understanding connection in organizations: “Velcro vs. glue.” He explains why most companies rely on fast, surface-level engagement that fails under pressure—and what it takes to build deeper, more resilient relationships with both employees and customers.

Stephen also unpacks the critical link between employee experience and customer experience, sharing why disengagement shows up long before metrics drop—and how leaders can spot early warning signs. From designing for belonging in product and UX to embedding purpose into everyday decisions, this conversation offers a practical roadmap for creating organizations that truly “stick.”

Along the way, Nathan and Stephen discuss the role of leadership, the importance of coaching over managing, and why not all friction is bad—highlighting how thoughtful, human-centered moments can actually strengthen trust and loyalty.

You'll learn:

Episode links

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

Episode summary

In this episode of Insights Unlocked, Nathan Isaacs is joined by Mike Mace and Michael Domanic to explore how AI is fundamentally reshaping customer experience, user journeys, and digital strategy. From the rise of conversational interfaces to the emergence of agentic AI, they unpack why traditional UX patterns and marketing funnels are quickly becoming obsolete—and what teams need to do instead.

Mike and Michael break down two major shifts: how conversational AI is changing the way people interact with technology, and how AI agents are beginning to act on behalf of customers. They discuss why trust, tone, and personality are now critical components of UX, how AI is disrupting the path to purchase, and why companies must rethink how they design, test, and deliver experiences.

The conversation also explores the rapid pace of AI adoption, the risks of focusing on novelty over real customer value, and how teams can balance immediate action with ongoing experimentation. Ultimately, this episode is a call to rethink not just tools—but the entire relationship between humans and technology.

You’ll learn:

Why conversational AI is changing how users interact with products

How AI is disrupting traditional customer journeys and marketing funnels

What agentic AI is and how it impacts digital experiences

Why trust, tone, and personality matter in AI-driven UX

How to rethink testing for AI-powered products

Where to act now vs. where to experiment with AI

Resources & links

Episode web page: https://bit.ly/47II2Ll

Episode summary:

In this episode of Insights Unlocked, host Lija Hogan sits down with Priyanka Kuvalekar, senior UX researcher at Microsoft, to explore how AI is reshaping user experience research and what it takes to build trustworthy, human-centered AI products.

Priyanka shares her journey from architecture to UX research and offers a behind-the-scenes look at how she evaluates AI experiences—moving beyond usability to focus on trust, emotional response, and inclusivity.

The conversation dives into how researchers can stay strategic in a fast-evolving AI landscape, the growing importance of accessibility and diverse user perspectives, and why trust is the defining factor of great AI experiences. Priyanka also shares practical ways researchers can integrate AI into their workflows, partner more effectively with cross-functional teams, and evolve their skill sets to remain impactful.

You’ll learn:

Resources & links

Episode web page: https://bit.ly/4bC3uCy

Episode summary:In this episode of Insights Unlocked, host Mike McDowell sits down with Jeff Lash, VP of Product Management at Insperity, to explore how product leaders can turn customer insight into smarter decisions and better outcomes. 

Drawing on decades of experience across UX, product management, and consulting, Jeff shares practical advice on balancing voice of the customer with business strategy, avoiding common roadmap pitfalls, and building high-performing, customer-centric teams.

Jeff explains why product teams often misinterpret customer feedback, emphasizing the importance of asking better questions and digging deeper into the “why” behind what customers say. He also highlights how over-reliance on processes, artifacts, or quantitative data can obscure real insight—and why qualitative research remains a powerful, often underutilized tool.

The conversation dives into how teams can prioritize effectively, align around strategy, and avoid getting stuck in reactive “firefighting” mode. Jeff also shares how successful teams use customer insight as a unifying force across stakeholders, while maintaining a growth mindset that drives continuous improvement.

You’ll learn:

Why asking better follow-up questions leads to better product decisions

How to balance qualitative and quantitative customer insights

Common mistakes teams make when relying on roadmaps and feedback

How to prioritize effectively without getting stuck in reactive work

Why voice of the customer should act as a “great equalizer” across teams

How a growth mindset helps product teams continuously improve

Resources & links:

Jeff on LinkedIn (https://www.linkedin.com/in/jefflash/)

Jeff’s website (https://www.jefflash.com/)

The Insperity website (https://www.insperity.com/)

Mike McDowell 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

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

Episode summary: In this episode of Insights Unlocked, Nathan Isaacs sits down with Dave Kerry, UserTesting’s Global Value Engineering Director, to tackle one of the most persistent challenges facing research and insights teams: proving ROI.

Drawing on conversations with more than 500 organizations, Dave shares a surprising pattern—most teams don’t struggle with complex financial modeling; they simply fail to measure ROI at all. The result? A “PR problem” for research teams, where executives call for customer-centricity but don’t clearly see the financial impact of insights work.

Dave breaks down four core value drivers—business growth, faster innovation, reduced operational costs, and risk mitigation—and explains how teams can translate customer experience improvements into measurable business outcomes. Through practical examples (from digital banking to municipal websites), he shows how reducing friction, shifting research earlier in the product lifecycle, and aligning with executive priorities can directly impact revenue, cost savings, and strategic decision-making.

The conversation also explores how framing insights through executive empathy—understanding what makes a great day for your boss—can transform internal conversations, reduce political friction, and earn research a true seat at the table. Dave offers simple, actionable advice for teams just getting started: track your work, state your assumptions, collaborate cross-functionally, and iterate on your ROI story over time.

You’ll learn:

Resources & links: