Author

Junu Yang

Founder of Usercall. 15+ years in qualitative research and insight led strategy. Junu has spent those years moderating interviews, coding transcripts and turning them into decisions for brand strategy, concept testing and digital product work. Before Usercall he worked at IDEO, Frog and R/GA on products used every day by millions of people. He kept meeting the same problem: teams needed depth from real customers and had no time, budget or researcher to get it. Usercall is his answer: AI-moderated voice interviews, then structured thematic analysis the researcher still controls, with every finding traceable to the person who said it.

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Writing

Posts by Junu.

662 articles on AI-moderated interviews, qualitative analysis and customer research. The newest 12 are here; the rest are on the blog.

Talk to the people behind your numbers. Then read the why.

Free to start. Every participant is a real person, and every theme opens to who said it.

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Junu Yang

Posts by Junu.

Win-Loss Analysis: How to Turn 15 to 20 Buyer Interviews Into a Clear Reason You Win or Lose

Expert Interviews Without the Expert Network Bill: When AI-Moderated Expert Interviews Make Sense

Stakeholder interviews when a survey score is not the diagnostic

An AI readiness assessment is not a quiz

Message Testing and Claim Testing: A One-Week Plan

Voice Analytics for Call Centers: Stop Counting Keywords and Start Finding What’s Breaking Customers

Healthcare Customer Experience Is Lost Between Visits—Not in the Exam Room

Customer Experience ROI: The Formula Leaders Trust (and Why NPS Is Not Enough)

Voice of Customer Sentiment Analysis: Why “Positive” Feedback Still Predicts Churn

End User Experience Management: Why Your CX Dashboard Misses the Friction That Causes Churn

Speech Analytics for Call Centers: Stop Tracking Keywords and Start Finding What Drives Calls

Customer Service Voice: The Hidden Reason Your “Helpful” Support Still Frustrates Customers

Talk to the people behind your numbers. Then read the why.