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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.


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

Anthony Schrauth

Chief Innovation Officer at Betterment

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