I had a really lovely conversation with Kavita Appachu and Mike Kendall for the SHIFT podcast. The 56-minute episode (available as either video or audio only) is embedded above, and available on the episode page.

Steve Portigal, Author, Speaker, and Customer Research Expert, shares how to drive innovation using the power of strategic customer insights. He reminds us that learning from customers is “messy” because we are complex beings. In order to go deep while interviewing customers, you should have clarity about what is uncomfortable for you versus what is uncomfortable for customers and not conflate the two. His provocation, “No One Cares,” highlights the risk of magnifying the significance of our solutions in a customer’s life and missing the opportunity to focus on things that customers care about.