Jeff Lash on humanizing change around understanding the end user (podcast episode #7)

In the seventh episode of Humanizing Change, host Ari Abraham talks with Jeff Lash, former Senior VP of Global Product Management at Forrester, about why real change starts with truly understanding the end user — whether that’s a customer, a colleague, or an internal stakeholder. Jeff shares how his early experiences with technology and user experience shaped his belief that empathy, research, and people-centered thinking are critical for lasting transformation.

Lessons from the episode:

• Focus on real human needs: I prioritize the experiences of the people affected, not just the process or the system.
• Empathize internally and externally: I treat employees with the same care and curiosity as I do customers.
• Use customer research techniques internally: I apply user research methods to improve internal understanding and alignment.
• Let personal experiences shape leadership: I recognize how early interests and experiences influence how I lead.
• Respect the human side of every challenge: I know successful change starts with seeing — and valuing — the people involved.

If you enjoyed this conversation, subscribe to Humanizing Change to hear more real, thoughtful stories about how people are navigating change and complexity. New episodes drop regularly — and we’d love to have you along for the journey.

Produced by Ari Abraham and Darrick Hays, with artwork by Chris Roettger.