In this episode of Launch With Confidence, Chris Rader sits down with Randy Ford, Director of Product Management at Fidium Fiber. Randy has spent more than 20 years leading product teams across networking, cloud, and security, but what sets him apart is his conviction that the best ideas come from observing customers in their own environments.From stadiums packed with thousands of devices to small supermarkets with hidden connectivity issues, Randy shares how in-the-wild insights can transform product development, customer trust, and even company strategy.If you’ve ever wondered how to bridge the gap between product roadmaps and customer reality, this conversation will change the way you think about field research and customer engagement.What You’ll Learn in This Episode:Why stepping outside of the office uncovers problems no survey ever willHow to turn onsite observations into product improvementsWays to build personas that reflect real environments, not just demographicsAdvice for teams navigating travel restrictions and budgets00:00 – Introduction to Randy Ford01:01 – Randy’s role and product management scope01:41 – Why getting out of the office matters02:11 – Observations you only see onsite04:14 – Problem-solving with real-world signals05:03 – Stories from Western Digital and stadium Wi-Fi challenges07:16 – Turning field context into product planning08:19 – Lessons from supermarkets and everyday environments10:05 – How observations improve customer experience12:25 – Personas and environmental factors15:32 – Building vertical profiles for customer segments15:50 – Advice on connecting with customers in the wild17:10 – Regional and environmental differences in customer needs18:43 – Becoming a trusted partner by sharing insights19:15 – Budgets, travel bans, and scrappy ways to stay close to customers20:43 – Rapid-fire questions (coffee vs. tea, product mistakes, teams vs. Slack, favorite snacks, dream product

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