Episode web page: https://bit.ly/4rA1kKW

Episode summary:

In this episode of Insights Unlocked, host Nathan Isaacs sits down with Mike Mace, Executive Business Strategist at UserTesting, to explore a major shift already underway in the tech landscape: the rise of AI-powered conversational interfaces. Drawing from decades of industry experience, Mike warns that this is not a distant future trend—it's happening now, and it’s reshaping how companies must approach user experience, product design, and customer interaction.

What you’ll learn in this episode:

• Why companies need to stop treating AI as just a feature and start seeing it as a transformational force

• How conversational interfaces are changing the rules for software UX—much like the shift to graphical interfaces decades ago

• Why today’s AI tools require testing not only for usability but also for tone, personality, and brand alignment

• How emotional responses to AI-driven conversations can dramatically impact user trust and satisfaction

• Simple strategies companies can use today to evaluate and improve their AI experiences

Mike also shares practical advice on how to begin adapting to this shift, including how to use tools like ChatGPT to understand user behaviors and preferences in real time.

Resources & links

• Mike on LinkedIn (https://www.linkedin.com/in/mikemace/)
• Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
• Effective AI: how to choose the right generative AI features (https://www.usertesting.com/resources/guides/how-to-choose-generative-ai-features)
• Designing AI-powered shopping experiences for the next generation of commerce (https://www.usertesting.com/resources/guides/designing-ai-powered-shopping-experiences-ecommerce)
• Learn more about Insights Unlocked: https://www.usertesting.com/podcast