# Ep. 65 - Power users hate magical experiences - Adam Towne

Page: https://stenobird.com/podcast/the-experience-edge-7117779/ep-65-power-users-hate-magical-experiences-adam-towne
Text version: https://stenobird.com/podcast/the-experience-edge-7117779/ep-65-power-users-hate-magical-experiences-adam-towne.md
Podcast: [The Experience Edge](https://stenobird.com/podcast/the-experience-edge-7117779)
Published: 2026-03-04T06:00:00+00:00
Episode link: https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep--65---Power-users-hate-magical-experiences---Adam-Towne-e3fsj27
Audio file: https://anchor.fm/s/fb8746cc/podcast/play/116328967/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-2-3%2F419201494-44100-2-6464b3aa5f1a5.mp3
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JSON: https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-65-power-users-hate-magical-experiences-adam-towne
Duration seconds: 3310

## Resource

Adam Towne, Director of Product for Scaled Analytics and Funds at LSEG, began his career on an 11-hour help desk shift before moving into account management and ultimately product leadership. Now building analytics and API products for asset managers, banks, and hedge funds, he brings a rare perspective: customer support is not a cost center, it is a growth engine. In this conversation, Adam reframes customer experience for sophisticated power users. Instead of chasing “aha” moments, he argues for monotony, reliability, and invisible excellence. From role-based access control pitfalls to the “tiny dot” reality of product in a larger ecosystem, he explores how product leaders can own CX without creating more silos. Guest Bio Adam Towne is Director of Product for Skilled Analytics and Funds at LSEG, where he leads data analytics and API products serving institutional clients including asset managers, banks, and hedge funds. He previously spent seven years in fixed income analytics at Citi, transitioning from help desk to account management and product management. Adam is a CFA charter holder and holds an engineering degree from Cornell University. His expertise spans power-user product design, financial analytics, and building reliable systems for high-stakes environments. Takeaways Customer experience is not a department, it is a product in itself and a shared responsibility across the organization. Power users do not want “aha” moments. They want reliability, monotony, and infrastructure they never have to think about. Good friction can exist in setup and onboarding for sophisticated users, but integration friction must be minimized. Feature creep for power users should be managed through primitive building blocks, not endless configuration options. Product leaders sho…

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## Transcript

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