Debbie Levitt

Debbie Levitt speaking at UX Copenhagen 2023

Don’t democratize UX Research – and governance for those doing it

Democratization is something few of us would choose if we had alternatives. We would want budget and headcount to grow the UX Research department. A team stretched thin is told not only to let anybody do some or all of their jobs, but that they will need to train and oversee this work.

This actionable session dives into many of the pro-democratization reasons and arguments and offers critical thinking and counter-arguments for all of them. For those who want to democratize – or are being forced to – we’ll work with my governance model, and you’ll learn how to closely monitor having non-specialists do specialized work, and being able to know when it’s successful or failing. 

Debbie Levitt, MBA is the CXO of Delta CX, and has been a CX and UX strategist, researcher, designer, and trainer since the 1990s. She’s a change agent focused on helping companies of all sizes transform towards customer-centricity while using principles of Agile and Lean.

Clients have given her the nickname, “Mary Poppins,” because she flies in, improves everything she can, sings a few songs, and flies away to her next adventure.

Her “Delta CX” book and “Transforming Toward Customer-Centricity” training teach companies how to improve customer satisfaction, predict and mitigate business risk, and increase ROI by investing in great customer experiences. She has other training programs that teach non-CX roles about CX, why it’s done by specialists, and how to integrate it into teams and processes. We’ll be giving her new book, Customers Know You Suck, to two lucky conference participants

Outside of CX work, and sometimes during CX work, Debbie enjoys singing symphonic prog goth metal, opera, and New Wave. You can also catch her on the Delta CX YouTube channel.

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