Why Human-Centered Data and Analytics Create Better Product Experiences
About this episode
Andy Greenawalt, co-founder and Chief Storyteller of Storyhub, joins NovusNorth to explore what it means to be human-centered when a business is drowning in data. Drawing on three decades of building early-stage companies, Greenawalt explains how Storyhub turns high volumes of CX data into daily, digestible stories for customer experience leaders, and why constantly switching employees between analytical and empathetic modes of thinking carries a real cognitive cost. He also shares how the pandemic sharpened his team's thinking about cadence and reflection, and walks through concrete examples, including 'customer rescue' alerts and daily CX forecasts, of how eCommerce brands use human-centered data to catch problems before they snowball.
In this conversation we dig into what’s actually working, where teams get stuck, and the practical moves leaders can make right now — a candid look at the strategy, the trade-offs, and the human side of building great financial services experiences.
In this episode
- 01:01 Turning company data into a daily news feed
- 04:51 Why switching tasks costs your brain
- 06:26 What the pandemic taught about team rhythms
- 08:47 The dress size that exposed a supply problem
- 13:13 The customer is the whole puzzle
