Customer Centricity in Increasingly Remote World
summary
Argues that traditional in-person follow me home research can be digitized successfully: the team runs 1.5–2 hour video calls with screen share, recorded sessions, and photo artifacts, completing about 15 sessions early on. Tools are plain video conferencing, screen capture and email for physical items. Outcome: uncovers unspoken workarounds and emotional moments that surveys miss, generates concrete insights that feed product vision and roadmap at Typeform and shifts prioritization.
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chapters (9)
- 0:00Introduction to customer centricity
- 1:10Why customer centricity matters
- 3:16Forms as a customer experience example
- 7:51Customer centricity in physical spaces
- 9:35Digital feedback best practices
- 10:37Follow me homes explained
- 16:59Remote follow me homes adaptation
- 20:31Customer centricity in hybrid world
- 22:17Q&A and best practices
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