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