Season 3 Episode 24: So What And Now What? A Love Letter To Customer Experience Teams

Aug 29, 2025

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You have a problem. Your software subscriptions are seeing record signups but you're also losing people at an alarming rate. You've got investors breathing down your neck to grow your 2 year old SaaS company. Somethings missing, you just can't put your finger on it. You end up hiring a CX/UX Consultant, like our friend Nick Cawthon, Founder of Gauge, who joins us on this episode of The Longer Game. You find out you don't have the right feedback loops in place. Because of this, nobody is telling you your software functionality isn't quite what you thought it was. People like it but they're having to do manual work that should be intuitive in your design and your next new feature? They just don't need it. Listen in to hear how Nick handles these kinds of situations and why you always need to know where the closest coffee shop is. Grab your coffee, close your eyes, and enjoy the view.

The Longer Game is a podcast focused on leaning into the trends and advancements in retail so brands see a clearer path to success across ALL channels. We’re looking at retail in a whole new way, looking to better understand the future of retail. It’s Retail Reimagined. Sharing hope about the future. No one channel can a business sustain. Go omni-channel.

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Our guest's Name is Nick Cawthon. Nick helps design teams stay ahead of the curve with their AI transformation. He has been curating self-assessments for UX & Design Teams at retrain.gauge.io, helping analyze industry trends and removing barriers to adoption. Nick founded Gauge in 2001 in the San Francisco Bay Area to help organizations with evidence-based strategy and product decisions. Clients have grown to include Electronic Arts, Genentech, Airbnb, Adobe, and many others. Nick is a professor in Data Literacy and Visualization in the Design Strategy MBA program at his alma mater, California College of the Arts.

You can find them at...

Website: https://gauge.io/

Find them on LinkedIn: https://www.linkedin.com/in/nickcawthon-ux-digital-agency-product-design-leadership/

Michael Maher, the host, would love to connect with you. Reach out to him at…

Email: michael@thinkcartology.com

LinkedIn: https://linkedin.com/in/immichaelmaher

This podcast is sponsored by Cartology and Podcastify Me.

Cartology is a customized done-for-you service agency that helps brands accelerate growth and get profitable on the Amazon marketplace. They work directly with brands to create strategy and then go right out and execute it. Want to find out more?

Website: https://thinkcartology.com

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