About the author

Janelle Estes

Janelle is UserTesting's Chief Insights Officer and an expert research practitioner fascinated by human behavior and intrigued by data insight. She brings over 15 years of experience conducting large-scale customer research initiatives with both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences.

All works by Janelle Estes

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...

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...

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...

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...

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...

Making the switch to collecting customer feedback remotely

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

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%...

Don't confuse digital transformation with customer experience

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

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...

Human understanding. Human experiences.