From Velcro to glue: Designing workplace connections that stick with Stephen Baer
13/04/2026 | 36min
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:
Why engagement is a business strategy, not an HR initiative
How employee experience directly impacts customer experience
The difference between “Velcro” and “glue” organizations
Early warning signs of employee and customer disengagement
How to design for belonging in products and experiences
What “good friction” is—and why it builds trust
How to turn purpose into everyday operational decisions
A practical 30-60-90 day approach to improving engagement
Episode links
Stephen Baer's website (https://stephenbaer.com/#home-section
Stickology book (https://www.amazon.com/Stickology-Unbreakable-Connections-Employees-Customers/dp/9699592532)
Stephen Baer on LinkedIn (https://www.linkedin.com/in/stephenbaer/
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
Your UI might already be obsolete as AI reshapes customer experience
06/04/2026 | 38min
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
Mike Mace on LinkedIn (https://www.linkedin.com/in/mikemace/)
Michael Domanic on LinkedIn (https://www.linkedin.com/in/michaeldomanic/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
How to test AI: A practical guide for evaluating AI user experience and product design (https://www.usertesting.com/blog/how-test-ai-practical-guide-evaluating-ai-user-experience-and-product-design)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
The truth about UX research for AI (it’s not just about usability) with Priyanka Kuvalekar
30/03/2026 | 46min
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:
Why trust—not just usability—is the foundation of great AI experiences
How UX research methods are evolving to measure emotion, behavior, and credibility
Ways to evaluate AI outputs for accuracy, consistency, and transparency
How researchers can influence product strategy instead of just validating decisions
Practical tips for using AI tools to speed up research workflows
Why accessibility and inclusive research are critical in AI development
How to build AI fluency and stay relevant in a rapidly changing field
Resources & links
Priyanka Kuvalekar on LinkedIn ( https://www.linkedin.com/in/priyanka-kuvalekar/)
Priyanka’s UX content on Instagram ( https://www.instagram.com/uxr.pri/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked (https://www.usertesting.com/resources/podcast)
How great product teams use customer insights differently with Jeff Lash
23/03/2026 | 53min
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
Measuring the ROI of Customer Insights
16/03/2026 | 30min
Episode web page: https://bit.ly/4rZmjXj
Episode summary: In this episode of Insights Unlocked, Nathan Isaacs sits down with Dave Kerry Davies, 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:
Why failing to measure ROI creates a visibility and credibility gap for research teams
The four value drivers that connect insights work to executive priorities
How to quantify friction in customer journeys and tie it to revenue and cost impact
Why “shifting left” reduces rework and increases product success
How executive empathy can improve alignment and reduce internal politics
Practical first steps to start building your own ROI model
Resources & links:
How to measure UX ROI and impact (https://www.usertesting.com/blog/how-measure-ux-roi-and-impact)
The ROI of consumer insights when building digital finance products (https://www.usertesting.com/blog/roi-consumer-insights-when-building-digital-finance-products)
Dave Kerry on LinkedIn (https://www.linkedin.com/in/david-kerry/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
What does it take to create experiences customers love, craft campaigns that captivate, and drive measurable results?
Insights Unlocked features candid conversations with the builders, creators, and innovators driving some of the world’s most impactful digital transformations. Tailored for marketing, product, UX and CX leaders, each episode delivers actionable insights to help you create customer-first strategies and stay ahead in today’s competitive landscape. Each episode is about 30 minutes long.
From optimizing product launches to leveraging AI for smarter workflows, Insights Unlocked is your go-to resource for designing experiences that resonate, drive loyalty, and achieve business results. Guests include influential leaders like Brian Solis, April Dunford, Kate Towsey, Jacob Nielsen, Teresa Torres, and Judd Antin among others, offering their expertise in CX, UX, and innovation. The podcast also highlights strategies and success stories from leading brands such as Verizon, Signet Jewelers, Figma, Microsoft, Tesco Bank, and more.
UserTesting leaders and industry experts join as guest hosts, alongside show producer Nathan Isaacs, award-winning journalist and Senior Manager of Content Production at UserTesting.
Brought to you by UserTesting, the leader in human insights and proactive customer experience strategies, Insights Unlocked empowers CMOs and marketing teams to craft experiences that drive growth, loyalty, and impact.
Listen and subscribe wherever you get your podcasts. Show notes, curated clips and more at usertesting.com/podcast.
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