The pandemic has had a huge, and varied, impact on UX teams. The UX teams doing the best have tied their work to the company’s most important business goals, and have strongly communicated their value to the company as a whole.

In this webinar, we’ll describe the best practices of these UX powerhouse teams: How they work, how they prioritize, and how they relate to the rest of the company. We’ll include practical advice on what works, and candid thoughts on where many UX teams go wrong.

Our guest, Maggie Young, is a longtime customer experience executive with roots back to the early days of the Internet. Maggie was VP of Insights for Digital Customer Experience at Citi, Head of UX Research at Zappos, and SVP of Customer Experience at UserTesting. She currently consults on CX issues and will share what works and doesn’t work across a wide range of industries and company sizes. She’ll be joined by Michael Mace, UserTesting’s VP of Market Strategy.

Topics will include:

  • How to understand needs, rather than taking orders
  • How to make research relevant to the business
  • How to use test clips to build teamwork
  • Pairing up with other parts of the company

This free, one-hour webinar will include personal examples and case studies.

Maggie Young
Customer Experience Evangelist

As a long time customer experience evangelist, Maggie loves to remind people that the most important part of your brand is an individual’s experience. Coming from positions at Zappos, Citi and UserTesting, she understands the need to gather and share customer insights to create a culture of customer centricity. A pragmatist, Maggie relishes using existing data sources to complement new research and then humanizing that data to make impactful business decisions across the organization. 
Michael Mace
VP, Market Strategy
UserTesting

Mike is a 25-year veteran of the tech industry. He held marketing and strategy roles at Apple and Palm, co-founded two startups, and has also consulted for many tech industry companies.
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