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Most product teams think they’re listening to customers. But too often, what reaches the product team is filtered feedback, summaries, ticket data, or secondhand interpretation instead of real conversations.

 for a live Context First conversation on 

Beyond Secondhand Insights: The Customer Conversation Compass Framework

Jake works with product teams to improve how they talk with customers, how they listen to what customers are really saying, and how they turn those conversations into better product decisions. Over nearly three decades, he’s built customer engagement and community programs for organizations including LEGO, Apple, EA Games, Southwest Airlines, Canon, and H&R Block.

Ahead of the session, Jake is joining us here for an AMA.

Customer conversations and product discovery

Why teams struggle to get honest customer insight

“Conversation Debt” and how it builds up inside organizations

The difference between collecting feedback and having real conversations

Building customer understanding into everyday product work

How AI and intelligent systems are changing customer engagement and interpretation

Drop your questions below and Jake will be joining the discussion leading up to the event.

AMA with Jake McKee: The Customer Conversation Compass Framework

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