In the past, UX Researchers were the gatekeepers of customer insights—the exclusive bridge to understanding users. Today? In many companies everyone has direct access to customers. PMs conduct interviews, CSMs gather feedback, and designers run their own tests. Does this mean researchers are becoming obsolete? Or is our role simply evolving?

We’ll share how Zendesk approaches research democratization—enabling teams with knowledge and tools while maintaining research quality. We’ll also debunk common myths and discuss when delegating research is a great idea… and when it can lead to disaster.

🔎 If you've ever wondered whether everyone in a company can (or should) be a researcher—and which skills will become crucial for UX researchers in this changing landscape—this talk is for you!