Redefining customer listening in an AI-driven world
February 24, 2026 | Online
Andra Bond is a product and experience leader who specializes in the space where strategy, systems, and user insight intersect. As Director of CX Discovery and Experimentation at Electronic Arts, she shapes experience vision across products, guiding research, rapid prototyping, and data-driven insight to help teams make smarter, faster decisions. Her work aligns cross-functional groups around opportunities that improve player experience while driving measurable business outcomes. Across nearly a decade at EA, Andra has led service design, product innovation-, and UX research teams, built platform level capabilities, and scaled customer experience systems used by millions. Her earlier career in product management at Apple, Experiment Engine, and Anderson Press refined her ability to turn complex problems into clear roadmaps and scalable tools.
24 February 2026
12:30 PM Listening smarter: Bringing customer understanding in-house
Many organizations looking to stay ahead are now moving beyond traditional research cycles and towards continuous understanding of their customers and organization. For Electronic Arts (EA), that means embedding design approach and journey management into the heart of CX, not just to fix pain points, but to connect experiences across the entire player ecosystem.
In this session, Andra Bond, Director of CX Discovery & Experimentation and Olivia Lucas, Senior Service Designer at EA will explore what it takes to build a listening practice inside a large and complex organization. They’ll share how EA’s small but growing CX team is using data, cross-functional collaboration, and early-stage experimentation to make customer feedback both meaningful and actionable. They’ll also discuss how AI is beginning to support (but not replace) deep research work by helping teams detect customer friction faster and collect and synthesize large data sets (both qualitative and quantitative) from across the organization to aid in prioritization and experimentation.
Attendees will learn:
- How to build an in-house customer listening practice that earns trust and drives organizational change.
- How a small CX team can influence a large organization through smarter listening, lightweight experimentation, and cross-functional collaboration.
- How AI can responsibly support deep research while preserving the empathy and nuance that make insights meaningful
- How to move from disconnected feedback channels to true journey-level understanding
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