UserTesting and User Interviews join forces to strengthen the industry’s most trusted source of customer insights

Today, UserTesting announced the acquisition of User Interviews, a premium participant recruiting platform. Together, UserTesting and User Interviews are creating the industry’s most comprehensive and scalable customer insights solution, strengthening how organizations access real customer perspectives to make better decisions. 

This combination brings together UserTesting, the leading provider of customer insights, with User Interviews’ best-in-class expertise in B2B and niche participant recruitment, expanding reach, depth, and scale for teams who rely on trusted human insight. 

As enterprises adopt AI more broadly, human insight is becoming foundational to how those investments succeed, or fail. 

When we talk about AI in this context, we’re not referring to a single use case. Enterprises are applying AI in several interconnected ways: building AI-enhanced products and experiences, using LLMs and agents to inform marketing and business decisions, and relying on AI internally to reduce manual work and move faster. 

Across all of these scenarios, the challenge is the same: AI is only as effective as the customer insight that informs it. Teams need to get feedback from exactly the right audiences to ensure AI-powered products and experiences don’t miss the mark. They need reliable customer insight as context to guide AI-assisted strategy and decision-making. And they need AI to remove the busy work from research creation and analysis, so insight can scale across the organization. 

Customer insight is the competitive advantage in the AI era 

AI is changing how products are built, how experiences are designed, and how decisions are made. Teams are increasingly using AI to test ideas and move faster. But AI is only as useful as the inputs guiding it. As these tools become widely available, the real advantage shifts from the technology itself to the quality of customer insight shaping what gets built. 

Organizations that lead with AI consistently outperform their peers across revenue growth, operational efficiency, ROI, and customer satisfaction. The difference isn’t access to AI models or tools; it’s the quality, relevance, and reliability of the human input behind them. AI amplifies what it’s given. Without real insight into what real people think, feel, and do, it simply scales assumptions. 

That’s where the acquisition of User Interviews matters. As teams move faster with AI, relying on data alone, without real customer voices, becomes increasingly risky. Together, UserTesting and User Interviews help customers ground AI-driven decisions in the perspectives of the right people, quickly and at scale. 

With User Interviews’ premium audience capabilities, customers gain reliable access to the audiences that matter most, including B2B professionals and hard-to-reach roles. Improved targeting and higher-confidence matching drive more accurate customer feedback, giving teams greater confidence that AI-powered experiences are grounded in real customer needs. 

In short, an unmatched panel matters because AI moves fast, and customer truth must be precise. Together, UserTesting and User Interviews help enterprises move quickly without sacrificing accuracy, trust, or relevance. 

Strengthening customer insight  

As teams increasingly rely on AI to inform product development, personalization, marketing, and customer experience, the cost of getting decisions wrong rises dramatically.  AI can generate options and accelerate execution, but customer insight provides the reality check. It brings context, constraints, and real-world perspective that help teams validate assumptions before they are automated or scaled. 

In the AI era, customer insight plays a critical role at multiple points: ensuring AI-powered products and experiences resonate with the right users, grounding AI-assisted strategy and messaging in real customer needs, and helping teams interpret AI-generated outputs through the lens of lived customer behavior. In this way, customer insight ensures that speed does not come at the expense of accuracy, relevance, or trust. 

The companies that win in the AI era are the ones that embed customer understanding early, often, and at scale, not as an afterthought, but as a core operating principle that informs how AI is applied across the business. 

To meet this moment, customer insight itself must evolve, becoming faster, more precise, and more trustworthy, so it can keep pace with AI-driven decision-making while maintaining fidelity to real customer reality. 

What this means for our customers 

At the heart of this acquisition is a simple goal: enable teams to engage the right people quickly, so decisions are informed by real customer perspectives, not assumptions or incomplete signals. 

By combining UserTesting’s leading general population network with User Interviews’ premium B2B and niche recruiting capabilities, customers gain unmatched panel breadth and depth, without sacrificing quality or speed. This ensures teams can hear from the audiences that matter most, whether they’re validating AI-powered products, shaping strategy, launching marketing programs or improving customer experiences, at the pace today’s environment demands. 

 Our combined offering delivers: 

• Broad reach: Everyday consumers, niche audiences, specialized experts, B2B professionals, and hard-to-reach roles
• Deep targeting: Demographic, behavioral, attitudinal, and industry-specific targeting to reach exactly the right participants
• Custom panel management: The ability to build, manage, and maintain dedicated panels over time, so teams can engage the same audiences consistently, track changes in sentiment, and deepen understanding across key customer segments
• Rapid scale: Fast access to millions of participants for live and unmoderated conversations, as well as high-quality, low-fraud quantitative testing at scale
• Enterprise-grade trust: Security, privacy, and data governance built for enterprise needs and regulated environments 

The result is richer insight, faster feedback cycles, and greater confidence that decisions are grounded in real customer experience, not assumptions. 

Who benefits—and how 

For UX researchers, designers, and marketers, this combination unlocks unprecedented ability to: 

• Find the exact people whose perspectives matter most
• Engage them quickly through live or unmoderated research
• Use AI to instantly extract and synthesize insights
• Move from understanding to action with confidence 

Whether validating AI-powered experiences, refining products, launching marketing programs, or improving customer journeys, teams can now operate with the clarity and speed today’s environment demands. 

“As AI transforms how products are built, how experiences are designed, and how decisions are made, the need for trusted customer insight has never been greater,” said Eric Johnson, CEO of UserTesting. “By bringing UserTesting and User Interviews together, we’re creating the fastest and most reliable way for teams to understand their customers and make better, smarter decisions with confidence.” 

Looking ahead 

AI will continue to reshape how enterprises operate. But competitive advantage won’t come from AI alone, it will come from how well companies understand the people they serve, and how confidently they apply that understanding to every decision. 

With UserTesting and User Interviews together, we’re helping our customers lead in the AI era by ensuring every decision is grounded in the real voices of their customers.