Name: How to use Dovetail's Channels solution to identify customer pain points
Start: 2025-01-27T20:34:00Z
End: 2025-01-27T20:34:04.000Z
Location: BrightTALK

Unlock the full potential of customer intelligence with Dovetail’s webinar and video content. Whether you're a product manager, designer, or researcher, our content is designed to help you navigate the complex world of customer research and experience design. Learn how Dovetail empowers teams to centralize, analyze, and share insights effortlessly. 

Expect to dive into topics like:
Best practices for organizing and synthesizing customer feedback
Leveraging qualitative and quantitative data to drive product decisions
How to create a single source of truth for customer research
Actionable tips for improving collaboration across teams.

AI is transforming how organizations understand and act on the voice of their customers. What once took weeks of manual effort—gathering feedback, synthesizing data, and extracting insights—can now happen in moments. AI is turning customer intelligence into a strategic advantage for businesses. 

What to expect

Join Benjamin Humphrey (CEO & Co-Founder, Dovetail) and Aaron Cannon (CEO & Co-Founder, Outset) for a CEO-level conversation on the AI future of customer intelligence. Together, they’ll explore how AI is reshaping the way organizations learn from customers and, more importantly, how it empowers leaders to:

- Move from feedback to confident decisions with greater speed
- Put the voice of the customer at the center of every strategy
- Foster a culture of customer-centricity at every level
- Drive business impact through customer intelligence at scale
- Roll out AI solutions in enterprise with security and compliance

Why attend 

- Hear directly from two CEOs shaping the future of AI in customer intelligence
- Discover how AI is transforming customer understanding into action
- Learn how AI-powered insights accelerate decisions and business outcomes
- Understand how to adopt AI securely and build a customer-centric culture

 Secure your seat now and join the conversation!

The AI future of customer intelligence: CEO insights

In financial services, the voice of the customer (VoC) is no longer optional—it’s essential. Feedback, insights, and experiences are shaping the next era of fintech, driving innovation, trust, and measurable results. In this webinar, you’ll hear from industry experts with global financial services experience as they share how organizations are turning listening into action—personalizing customer journeys, accelerating innovation, and delivering real business impact.

What you’ll learn

- Understanding your customers — How listening to VoC fuels innovation in financial services.
- Building trust through experience — Turning customer feedback into lasting relationships.
- Modernization of fintech — Leveraging customer insights, AI, and new tools to power digital transformation.

- Meet the speakers - 

James Harvard — Senior User Experience Researcher, State Street

James specializes in qualitative research methods, helping product, engineering, and design teams understand customers across APAC, EMEA, and North America.

Mhaire Fraser, PhD — Dovetail Expert, UX Strategist, Mentor, Author

As a researcher and strategist, Dr. Fraser brings extensive expertise in uncovering customer insights to drive meaningful innovation in financial services.

Transform how you listen, learn, and act.

Register now to explore how the voice of the customer is shaping the future of financial services.

Voice of the customer: Transforming financial services through listening

Are you putting in the hard work to gather customer feedback, analyze data, and create detailed reports, only to find your insights aren't being consumed? Are you struggling on ways to connect your insights to real customer outcomes? You're not alone. While Dovetail empowers you to quickly make sense of unstructured customer feedback, many still struggle to share those insights in ways that resonate with stakeholders and drive tangible business impact.

Join Dan Smith, Customer Success Manager at Dovetail, for an exclusive session on August 28, 2025, at 11 AM PT, designed to help Dovetail users amplify the impact of their insights and transform their presentation culture. Discover how successful teams within Fortune 500 companies are making their insights seen and driving real business action.

In this webinar, you will learn how to:

- Overcome stakeholder apathy: Move beyond static, ignored reports and learn strategies to ensure your invaluable customer intelligence reaches and engages the right people.
- Leverage Dovetail's powerful AI features: Discover how to create and share insights in various formats, meeting your stakeholders where they are. 

We'll explore features like:

    - Magic insights: Instantly create reports, requirements docs, and more, cited with the key insights that resonate with your stakeholders.
    - Contextual chat: Ask pointed questions of any data and get AI-powered, instantly shareable outputs.
    - Global, AI-powered search: Access all your feedback data instantly, bringing the voice of your customer to life with citations to drive better product decisions.
    - Advanced integrations: Learn more about some of the latest advancements in insights democratization, including our new MCP server and integrations with Slack and Microsoft Teams.
- Drive real business impact: Connect your insights directly to changes in products or services that have a measurable effect on your business.

Turn insights into impact. Save your spot today!

From customer feedback to business impact: How Dovetail customers build a culture of customer centricity

Can your research keep pace with medtech innovation? When patient outcomes are at stake, there's no room for guesswork. Yet, traditional research often struggles to meet the speed and complexity of today's medical product development.

Join two industry experts to explore evolving research practices for both physical devices and digital health tools. This session will help you refine your craft, from segmentation to insight activation, to better support the quadruple aim: improving care, health outcomes, cost efficiency, and the clinician experience.

You’ll learn how to:

- Identify the right problems to solve
- Recruit patients and HCPs with thoughtful segmentation
- Execute studies with rigor and impact
- Engage internal stakeholders meaningfully in the process
- Translate research into decisions that drive product success

Meet the speakers:

Bill Evans
Medtech Design Veteran, Advisor, and Educator

Founder of Bridge Design and former head of Product Management, Industrial Design & UX at Neptune Medical. Bill brings over 35 years of experience across medical device design, digital health, and surgical robotics. He’s also a frequent speaker and educator with a passion for empowering the next generation of medtech innovators.

Maegan Pisman, PhD, BCBA-D
Behavioral Scientist and Strategic Research Consultant

Maegan combines her expertise in clinical care, product strategy, and service design to help technology and behavioral health companies achieve meaningful results. A Dovetail Expert, she brings a strategic yet deeply empathetic approach to research and product development.

Got a question for our speakers? Whether it's about medtech research challenges, recruiting patients or clinicians, or turning feedback into impactful product decisions—ask us! <a href="https://docs.google.com/forms/d/e/1FAIpQLSfWkXHpRJH7k9p9aNEbHaqNfCWsEd9Z-e17hYrHuX3QhcWVLQ/viewform?usp=sharing&ouid=116512249814511201927">Submit your questions here (Right click and open in a new tab)</a>

From insights to impact in medical products— Evolving our research practices to more effectively shape product success

The research industry is undergoing a seismic shift, with AI making market research faster, smarter, and cheaper. Traditional methods are being challenged, and new AI-native tools, like those within Dovetail, are redefining how we gather and analyze user insights. Are you a UX researcher eager to understand how AI, particularly within Dovetail, is revolutionizing your field? In this interactive session, you'll discover how AI is driving faster insights and more impactful designs.

You'll gain insights into:
- How to leverage and integrate AI tools like Dovetail within your research process with integrity.
- The new challenges and potential pitfalls AI introduces, and how to tackle them head-on.
- Emerging trends in AI and Dovetail, and what to watch as these technologies become mainstream.

This webinar is perfect for UX researchers, designers, product managers, and anyone involved in user research who wants to understand how AI can streamline their efforts to build customer intelligence. 

Register now to secure your spot and discover how to leverage AI in Dovetail to transform your user research practices!

Level up your research: How AI in Dovetail is transforming user research

Automate your feedback workflows: a tactical session for product teams

You’re already surrounded by feedback—support tickets, app reviews, survey dumps, in-app nudges. But when everything’s noisy, reactive, and disconnected, you miss what matters.

Channels cuts through the chaos. It automatically analyzes feedback across tools, groups it into themes, and organizes it by topic—so you always know what’s important, what’s changing, and what to do next. No tagging. No dashboards to build. Just signal.

It’s how product teams ship smarter, stay sharp, and lead with confidence—even when the volume gets loud.

In this session, we’ll walk through real workflows that show how Channels helps teams:

- Track product launches without the chaos. Automate the monitoring of post-release feedback and instantly spot bugs, confusion, or feature backlash without digging through tickets.

- Uncover and act on churn risks. Use theme trends and sentiment shifts to catch retention red flags early—no manual tagging or spreadsheet triage.

- Stay ahead of internal tool issues. Monitor what ops, support, and compliance teams are saying and respond before minor annoyances become workflow blockers.

- Close the loop on design decisions. Group recurring UX pain points into clear themes and watch how feedback evolves post-change, without needing a separate research cycle.

This session is perfect for PMs, designers, UXRs, and product ops working across fragmented feedback sources who want to spend less time reacting—and more time leading with clarity.

Channels by Dovetail: A deep dive into automating your feedback workflows

Make customer intelligence your competitive advantage.

Locked away in sales calls, support tickets, customer interviews, hidden across mountains of feedback is every organization’s deepest, most underutilized asset—customer insights. The ability to tap into this resource and learn at scale—and to do it quickly, efficiently, and across all teams—is the most important competitive advantage a business can have today.

Join Dovetail experts Cheri March and Alissa Lydon as they show you how to leverage our latest products and features to help your teams leverage the insights in disparate customer data, and turn that into customer intelligence. Learn how Dovetail streamlines data centralization, uses the latest in AI to automatically uncover insights hidden in complex feedback, and makes those insights instantly available to anyone in your organization.

In this session, you will learn how to:

- Leverage new integrations to get more types of customer feedback into one platform.
- Go from raw data to insight with our host of AI-first features.
- Easily manage, track, and recruit the right people to talk to.
- Empower everyone in your organization to answer their burning customer questions, no matter where they are working.

We’ll also have plenty of time for Q&A throughout the session.

What's new in Dovetail

AI is changing the game—but are we designing with humans in mind? Join us for an exclusive webinar with Jakob Nielsen, the godfather of usability and a legend in UX research, as he unpacks the seismic shifts AI is bringing to human-centered design. With decades of expertise shaping the way we think about usability, Jakob will dive into the biggest challenges and opportunities at the intersection of AI and UX. 

- Will AI make or break user experience? 
- How do we keep design truly human-centered in an age of automation? 
- What are the usability principles that still hold true—and which are obsolete?

This is your chance to hear from one of the greatest minds in UX as he dissects the future of design in an AI-driven world. Don't miss it. Register now.

Usability in the age of AI: What still matters

Join Jessie Chen, Principal UX Researcher at Autodesk, as she shares how her team integrates customer insights at various stages of their design workflows to deliver differentiated solutions. This session will be a case study with practical examples of how you can blend foundational design principles with customer research to build and execute strategies that result in business impact.

From Insight to Impact: How Customer Insights Drive Innovative Product Design at Autodesk

In this video, Liam, Product Marketing Manager at Dovetail, demonstrates how to analyze customer calls in Dovetail. Get the key moments you need, share them effortlessly with your team and unify everyone around a clear understanding of customer needs.

How to Analyze Customer Calls in Dovetail

Missing out on critical customer insights is a major issue for many companies.

It can lead to misalignment between teams in relation to core customer issues, missed opportunities to meet market demands, and significant revenue loss. This often stems from ineffective management and centralization of customer data—a common hurdle for research teams at the heart of these efforts.

This is where a customer insights hub comes in: create a single source of truth for customer knowledge, capture critical customer insights, and empower everyone in the organization to make better decisions. 
Watch the demo from Alissa, Dovetail’s Head of Product Marketing, and learn some of the ways that research teams can overcome challenges with Dovetail.

Getting Started With an Insights Hub

How do you communicate the value of customer insights?

Customer centricity is no longer just a platitude for your marketing materials—it is now imperative for organizations that want to retain users, win against the competition, and grow their business. But researchers and people who do research like designers and product managers often struggle to elevate the voice of the customer and have their insights heard. Reports go unread and insights go to waste. All the hard work of recruiting participants, analyzing data, and creating outputs is all for naught if there's no system for engaging decision-makers.

In this session, Verizon Connect’s Cheryl Abellanoza, Associate Director of UX Research, and Iris Barrera, Research Operations Coordinator will teach you how they elevated the impact of research and insights with Dovetail. Going beyond simply creating under-utilized reports, the Verizon Connect team are connecting UX research insights to the rest of the organization.

In this session you will learn how:
- Verizon Connect’s ReOps Coordinator partnered with teams across the org to amplify customer and user voices
- Senior research leaders advocate for research and insights at the C-suite level and forge a strong culture around the customer
- Their teams use tools like Dovetail to engage decision-makers and stakeholders with customer insights and effectively weave insights throughout the organization
- To communicate and demonstrate the ROI of customer insights and continuously advocate for your customer at every step of the development process.

How Verizon Connect built a winning culture of UX research and insights

Growing The Research Culture At Okta And Webflow.

Deep customer understanding is the secret weapon of the world’s leading organizations—and it's no easy feat to achieve. From the early days to growing a thriving team of researchers, common challenges arise when scaling an insights-driven culture.

In this webinar, we'll hear from Jared Forney, Research Operations Lead at Okta, and Heather Ashley, User Research Coordinator at Webflow, on how they face challenges around security, manageability, and collaboration at scale.

We'll cover these themes:
- Enabling research and building confidence in "non-researchers"
- Managing users and security at scale
- Driving stakeholder buy-in and collaboration across teams
- Increasing insight consumption
- Showcasing the impact of research and research operations

Our session will be helpful for customers looking to establish and grow their research culture across their organization and beyond.

Customer Insights at scale: Learn How Okta And Webflow Are Growing Their Research Culture

All the hard work of analysis, synthesis, and writing UX research reports goes to waste if nobody takes notice. To enhance your impact as a researcher, you need to break free from silos and discover fresh approaches to genuinely engage with stakeholders.

Notion Staff UX Researcher Bret Scofield, as well as product experts from Notion and Dovetail explore the art of influencing with insights.

Over the first half of this event, Bret will teach us how to:
- Craft a UX insight so it’s actionable—fast
- Advocate for and distribute UX insights so stakeholders take notice
- Advance the research maturity of your org by fostering a culture of insight and innovation.

We’ll then turn theory into practice with product experts from Notion and Dovetail who will provide a tactical rundown on how to use the two tools to unsilo teams, distribute insights, and foster a culture built around the customer.

Turning Heads: How To Craft UX Insights That Influence

Experimentation is essential for driving growth and understanding the impact of new product features, but it can be difficult to do correctly. Flawed experiment product design, peeking at results too soon, and unreliable data are just a few problems you could have. And if your experimentation practice isn't reliable, it can mean your company isn’t making the right decisions. Meaning you're not shipping product features that are actually helping customers and your team is leaving money on the table.

But companies like Airbnb, Netflix, and Amazon all have sophisticated, reliable experimentation systems—and you can, too. Watch our webinar with Eppo CEO Chetan Sharma, as he walks through everything you need to know about running reliable, impactful experiments. 

In this webinar Chetan will cover:
- The essentials of a reliable experimentation system and practice
- Steps for increasing your experimentation velocity
- Setting up experiments to measure core metric impact (like how revenue or activations are affected versus a vanity metric like clicks)
- How to turn your experimentation learnings into institutional knowledge. 

Have more questions? Reach out to our team at https://dovetail.com/contact-sales/

Level Up Your A/B Testing To Build Better Products - A Dovetail InsightOut Event

Product management is undergoing a revolution. With changing economic conditions and an ever-evolving tech landscape, the profession is at a critical juncture.

This means product managers need to deliver value more effectively. And the best place to start is strategy.

We’re going back to basics with the help of Prod MBA Founder and Lead Mentor Henry Latham. By cutting through the fluff and unnecessary complexity, Henry will show you how most teams get strategy wrong—and importantly, how to fix that.

In this webinar, Henry will cover:
- Actionable ways to define your product strategy
- How to validate product strategy before building anything
- How product discovery can help you define product strategy
- Ways you can stand out and position yourself as a strong product leader.

Henry has coached over 380 current and aspiring product leaders globally. His hands-on, real-world approach has helped simplify strategy for organizations large and small. This event will be a fantastic opportunity for the product community to get back to basics and focus on what really matters—delivering exceptional products that customers truly value.

Product Strategy Is Simple: An Actionable and Hands-On Guide To Getting It Right

Say hello to your research partner!

Join our team for a live product demo and learn how to make the most of an AI-first customer insights hub. Understand how our solution can help you conduct effective customer research, discover insights, and enhance team collaboration.

In this session, we will uncover:
- How to understand customer needs with AI-powered analysis
- How to find knowledge across existing customer data, fast
- How to convince decision makers with shareable and compelling customer insights.

Have questions? Contact our team at https://dovetail.com/contact-sales/.

Understand Customer Needs With AI-Powered Analysis - Dovetail for Product Designers

Discovering meaningful insights from mountains of customer feedback can be a challenge.

With Channels, designers, product managers and CX teams can make sense of continuous streams of feedback data. Understand high level trends from support tickets, NPS results, app reviews, and more, and transform overwhelming feedback into true focus and understanding.

In this video Alissa, Dovetail’s Head of Product Marketing, gives a demo on how to use Channels to stay on top of customer trends and decide what to build next.

How to use Dovetail's Channels solution to identify customer pain points

Customer Data

Customer Experience

Product Management

Product Design

Customer Intelligence

Dovetail

Customer Insights Hub

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

How to use Dovetail's Channels solution to identify customer pain points

Presented by

About this talk

Dovetail - Customer Intelligence Platform