All works by Janelle Estes

Blog

The outlook for Black Friday 2022: a UserTesting survey shows surprises

With inflation, other economic challenges, lingering post-pandemic anxiety, and an earlier start to holiday...

Blog

Celebrating 15 years of human insight: how empathy and trust is shaping customer experience

15 years ago, the release of Apple’s new iPhone had technophiles and Luddites alike...

Blog

Introducing User Tested—a new book about creating great experiences by Janelle Estes and Andy MacMillan

The following is an excerpt from the new book, User Tested: How the World’s...

Blog

COVID-19 and changes in behavior: why you must relearn your customers

Although the world is always in a state of change, you'd be forgiven if...

Blog

3 COVID-19 test templates to help you stay connected with customers

When people are faced with uncertainty, the natural response is to gather information that...

Blog

Making the switch to collecting customer feedback remotely

Like many companies, we’re closely monitoring the latest on COVID-19 and thinking about the...

Blog

How to find your way to the customer experience promised land

Customer experience has become so important—even more important than products themselves—that more than 80%...

Blog

Don't confuse digital transformation with customer experience

This post was originally published by our friends at CMS Wire and is shared...

Blog

How to get your whole company to buy into the customer experience ethic

It makes sense, doesn’t it? Having everyone in a business feel responsibility for customer...