Human Insight Advocate.
CX Expert. Growth Leader. Firebrand.
A visionary executive and human insight advocate, Janelle Estes has more than 20 years of experience guiding organizations to align strategy and operations around a holistic, customer-centric approach.
Throughout her career, she has helped some of the world’s largest and most successful companies leverage customer insights to make more informed and strategic decisions. Her input has helped these organizations bolster customer satisfaction and impact their bottom line, allowing them to surge ahead of the competition.
I believe continuous customer insights fuel innovative businesses
By blending deep knowledge of customer experience with her executive strategy expertise, Janelle has supported companies – and their B2B and B2C customers – to scale, transform, and achieve uncharted levels of success, growth, and customer-centricity.
A trusted advisor to C-suite executives, Janelle additionally develops and advises her company’s clients on customer experience programs that drive revenue, reduce costs, and build customer loyalty, enabling them to achieve both short- and long-term success.
Fascinated by human behavior from an early age, Janelle’s interest in customer experience was first piqued when she began her career at Forrester Research. Since entering the field, she has worked for companies ranging from the most prestigious UX consultancy in the world to a VC-backed start-up which later went public, meanwhile supporting B2B and B2C companies of all types to achieve rapid and scalable growth.
Currently, Janelle serves as the Chief Insights Officer for UserTesting where she is a valued partner for setting strategic priorities, identifying unmet customer needs, visioning strategic product and service offerings, and sponsoring critical customer accounts to meet strategic and financial objectives. Most recently, Janelle has been involved hosting The Human Insight Podcast and authoring a new book, User Tested: How the World's Top Companies Use Human Insight to Create Great Experiences.
She holds a Bachelor of Science in Information Design and Corporate Communication and Master of Science in Human Factors in Information Design from Bentley University. She lives in Maine with her husband, two kids, and adorable but mischievous French bulldog.