Contextual Customer Insights

When I talk to product teams that collect feedback at scale, the one thing they all say is, “Getting responses isn’t the problem—we’re drowning in them.” The challenging part is making sense of thousands of open-ended comments in a way that actually drives meaningful improvements for the product. In this case, AI sentiment analysis gives...

Every product team reaches that point eventually. You’ve got plenty of customer data and segments that look sharp in presentations. But in reality, you’re often one step behind. Users switch devices, revisit ideas days later, or shift their intentions unexpectedly, and your segments don’t quite capture it. The issue isn’t a lack of effort. It’s...

If you collect enough feedback, you eventually hit the same wall I did. You receive a pile of open responses, skim a few, and already know you don’t have the time to read the rest. The signal is in there somewhere, but digging it out manually is a tax no team can afford. That is...

I’ve built enough products to know this: your users will never send you a polite email saying, “Hey, your checkout button confused me, so I’m out.” They just vanish. Poof. No drama, no goodbye, just gone forever with their wallet still closed. Bad UX isn’t about the pretty colors or the fancy animations. It’s the...

When I look at customer experience (CX) today, I see a pattern. Customers move quickly, teams move carefully, and the gap between the two creates most of the friction we deal with. AI is supposed to help, and in some places it does, but it also adds new points of uncertainty. None of this is...

If you’ve worked in customer experience for more than five minutes, you already know that everyone has an opinion about NPS. Some people swear by it, some people swear at it, and most of us sit somewhere in the middle, trying to make sense of the score while juggling everything else on our plates. But...

Customer insight is supposed to be the superpower of modern businesses. I’ve spent years inside growth teams, product teams, and early-stage companies, and one thing has always been clear: collecting feedback is the easy part.  Every organization sends surveys, gathers NPS scores, reviews chat transcripts, and tracks behavior in analytics dashboards. But somewhere between capturing...