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In today's data-rich business landscape, product leaders must be savvy at leveraging a wide range of inputs to guide their roadmap decisions and deliver outsize value to customers. We had the pleasure of speaking with Jonathon Ben-Haim, VP of Product Management, at SundaySky, a leading video platform that enables organizations to create, integrate and distribute personalized video content at scale. Our conversation explored Jonathon's approach to gathering and actioning customer insights, the frameworks he uses to prioritize feature development, and how SundaySky itself is harnessing data to power more relevant, engaging customer experiences. Here are the key takeaways from our discussion:

In the fast-paced world of B2B SaaS, delivering exceptional customer experiences while rapidly iterating on product can be a delicate balancing act. We had the pleasure of speaking with Andy Magnusson, a seasoned customer engineering leader with experience at companies like StrongDM and Gitpod. Our conversation explored how customer-facing technical teams can serve as a vital bridge between users and product development, the importance of maintaining tight feedback loops as organizations scale, and the potential role of AI and machine learning in enhancing customer support. Here are the key takeaways from our discussion:

Levain Bakery, based in New York, exploded into a huge craze pretty recently — in fact, many have named them the source of New York’s most famous cookies. But it seems a little unbelievable, right? I mean — people are naturally impatient and a high price brings on high expectations. But despite all that, they still have a nearly 5-star rating across all locations. Do people really think Levain is worth it? And how can they be sure they’ll be able to keep this vast sea of customers around long term? These are the questions we wanted to answer using a little help from sentiment analysis.

This week, we had the pleasure of speaking with Justin Crosbie, the Head of Customer Experience at TULA Skincare, a leading doctor-founded clinically effective skincare brand. Our conversation delved into Justin's journey building out TULA’s CX function from scratch, his approach to balancing automation with human connection, and the critical role that customer insights play in driving both retention and revenue growth. Here are the key takeaways from our discussion:

In today's fast-paced business landscape, truly understanding and serving customers is more critical than ever for driving growth and building lasting relationships. We had the privilege of speaking with David Karp, Chief Customer Officer at DISQO, a customer experience platform that helps businesses connect with their audiences. Our conversation delved into David's core pillars for success, how DISQO leverages data and AI to gain deep customer insights, and the importance of cross-functional collaboration. Here are the key takeaways from our discussion:

In today's fast-evolving world of customer experience, leaders must be adept at harnessing data to guide their decisions while also knowing when to trust their gut. We had the pleasure of speaking with Disha Gosalia, Chief Customer Officer at Gladly, a radically personal customer service platform that uses the best of AI and people to drive lifelong customer loyalty. In our conversation, Disha shared her thoughts on the key metrics that matter most in CX, the growing role of AI and automation, and the art of balancing quantitative insights with experience-bred intuition. Here are the key takeaways from our discussion.

In today's fast-evolving tech landscape, education platforms must constantly innovate to meet the changing needs of learners and stay ahead of the curve. We had the pleasure of speaking with Britney Russ, VP of Product and Technology at Codecademy, a leading interactive learning platform for coding and technical skills. Our conversation explored how Britney and her team leverage data to inform content strategy, measure brand resonance, and deliver an engaging learning experience. Here are the key takeaways from our discussion:

As businesses face increasing pressures to measure and manage their environmental impact, carbon accounting has emerged as a critical capability. We had the pleasure of speaking with Sara Pealy, VP and Head of Product Management at Persefoni, a leading carbon accounting and management platform. Our conversation explored how Sara and her team navigate the complex and evolving regulatory landscape, leverage customer insights to drive product innovation, and harness the power of AI to scale their impact. Here are the key takeaways from our discussion:

When a brand first launches a product, people from their own team are usually the ones to decide how to market it. But what if their customers end up disagreeing about what value it provides? And even worse, what if they don't find any value in it at all? So we took a pretty controversial product — Erewhon’s $40 Sea Moss Gel — and ran it through our software to see if customers were actually seeing benefits from this fascinating (and very expensive) substance.

This week, we had the pleasure of speaking with Erica Simmons, a seasoned customer experience leader currently heading up CX efforts at a rapidly growing tech startup. Our conversation delved into Erica's unique background straddling both technical support and customer-facing roles, the importance of cross-functional partnerships in driving CX improvements, and the evolving role of data in prioritizing and tackling customer pain points. Here are the key takeaways from our discussion:

In today's data-driven business landscape, understanding how to harness the power of information is crucial for driving growth and delivering outstanding customer experiences. We had the pleasure of speaking with Candace Wallace, the Chief Customer Officer at Relias, a workforce education company focused on the healthcare space. Our conversation delved into Candace's career journey, the key data Relias tracks to gain customer insights, and how they leverage that information to drive real business outcomes. Here are the highlights from our discussion:

This week, we had the pleasure of speaking with Michael Heffelfinger, the Chief Customer Officer at DryvIQ, an unstructured data management company. Our conversation delved into Michael's extensive background in leading customer experience organizations, the evolving data challenges facing enterprises today, and the key metrics and strategies he employs to deliver exceptional outcomes for DryvIQ's customers. Here are the key takeaways from our discussion: