Episode web page: https://tinyurl.com/2b3dz2z8 ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this episode of Insights Unlocked, we explore the evolving landscape of omnichannel strategies with Kate MacCabe, founder of Flywheel Strategy. With nearly two decades of experience in digital strategy and product management, Kate shares her insights on bridging internal silos, leveraging customer insights, and designing omnichannel experiences that truly resonate. From the early days of DTC growth to today’s complex, multi-touchpoint customer journeys, Kate explains why omnichannel is no longer optional—it’s essential. She highlights a standout example from Anthropologie, demonstrating how brands can create a unified customer experience across digital and physical spaces. Whether you’re a marketing leader, UX strategist, or product manager, this episode is packed with actionable advice on aligning teams, integrating user feedback, and building a future-proof omnichannel strategy. Key Takeaways: ✅ Omnichannel vs. Multichannel: Many brands think they’re omnichannel, but they’re really just multichannel. Kate breaks down the difference and how to shift toward true integration. ✅ Anthropologie’s Success Story: Learn how this brand seamlessly blended physical and digital experiences to create a memorable, data-driven customer journey. ✅ User Feedback is the Secret Weapon: Discover how continuous user testing—before, during, and after a launch—helps brands fine-tune their strategies and avoid costly mistakes. ✅ Aligning Teams for Success: Cross-functional collaboration is critical. Kate shares tips on breaking down silos between marketing, product, and development teams. ✅ Emerging Tech & Omnichannel: Instead of chasing the latest tech trends, Kate advises businesses to define their strategic goals first—then leverage AI, AR, and other innovations to enhance the customer experience. Quotes from the Episode: 💬 "Omnichannel isn’t just about being everywhere; it’s about creating seamless bridges between every touchpoint a customer interacts with." – Kate MacCabe 💬 "Companies that truly listen to their users—through qualitative and quantitative insights—are the ones that thrive in today’s competitive landscape." – Kate MacCabe Resources & Links: 🔗 Learn more about Flywheel Strategy 🔗 Connect with Kate MacCabe on LinkedIn 🔗 Explore UserTesting for customer insights for marketers
Full Episode
Welcome back to the Insights Unlocked podcast. In this episode, we're diving into the world of omnichannel strategy with Kate McCabe, founder of Flywheel Strategy. Kate has spent nearly two decades helping brands create seamless customer experiences, and she's here to share what it really takes to bridge the gap between digital and physical interactions.
From the power of user insights to the importance of cross-team collaboration, this conversation is packed with actionable takeaways. Enjoy the show.
Welcome to Insights Unlocked, an original podcast from User Testing, where we bring you candid conversations and stories with the thinkers, viewers, and builders behind some of the most successful digital products and experiences in the world, from concept to execution.
Welcome to the Insights Unlocked podcast. I'm Nathan Isaacs, Senior Manager for Content Production and User Testing. And joining us today as host is User Testing's Bobby Meixner, Senior Director of Industry Solutions. Welcome, Bobby.
Hello, everyone.
And our guest today is Kate McCabe, founder of Flywheel Strategy. With 17 years of experience in the digital space at Ancestry, Rothy's, Brooklinen, and OurPlace, Kate specializes in blending the voice of the customer, data insights, and marketplace opportunities to create streamlined roadmaps for high growth organizations. Welcome to the show, Kate.
Thanks, Nathan. I'm excited to be on the podcast today.
We're excited to have you, Kate. And I know that you've had a really impressive career working on customer-focused omni-channel strategies. Can you share a bit about your journey, how it shaped your perspective on creating those sometimes ever-elusive, seamless, customer-first interactions?
Yes, I'll give a little peek into where I started in the industry, which was in the marketing space. And then I pretty quickly stumbled into product management. So my background and most official expertise is in product management. And the reason I stumbled into product management is I was seeing this really constant struggle between our marketing teams and our development teams.
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