Customer Experience is Product Management

Anthony Schrauth, Chief Innovation Officer at Betterment, shares how his customer experience team’s insights inform product decisions and what he’s learned growing his company from 4 to 224 people.

Highlights
(5:30) What is “customer experience” and how is it different than customer support?
(15:30) How can customer experience teams help product managers make better decisions?
(16:25) How do customer experience people identify patterns and move the product forward?
(20:30) What are the most important qualities to look for when hiring for customer experience?
(25:30) How can companies innovate in highly regulated industries like financial services?