List of Lookback Customers
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Since 2010, our global team of researchers has been studying Lookback customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Lookback for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Lookback for Customer Experience include: Nubank, a Brazil based Banking and Financial Services organisation with 8716 employees and revenues of $8.27 billion, Klarna Sweden, a Sweden based Banking and Financial Services organisation with 2000 employees and revenues of $300.0 million, Zapier, a United States based Professional Services organisation with 800 employees and revenues of $210.0 million and many others.
Contact us if you need a completed and verified list of companies using Lookback, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Lookback customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Klarna Sweden | Banking and Financial Services | 2000 | $300M | Sweden | Lookback | Lookback | Customer Experience | 2021 | n/a |
In 2021, Klarna Sweden implemented Lookback to support mobile first product and UX research, using both moderated and unmoderated sessions. Lookback serves as a Customer Experience application to conduct and share user research artifacts across product and design teams.
The implementation emphasized remote moderated interviews and asynchronous unmoderated testing, with configuration for session recording, timestamped notes, and shared session libraries to preserve qualitative insights. Lookback was provisioned with researcher access controls and project level organization to manage ongoing study cohorts and iterative usability testing.
Operational scope covered product, UX research, design and product management teams within Klarna Sweden, with sessions primarily recorded from mobile devices to reflect the companys mobile first user journeys. The vendor testimonial appears on Lookback's customers page, and the exact purchase date is not published publicly, therefore the 2021 implementation year is an estimate based on available vendor testimony.
Governance centered on standardizing tagging, centralized session repositories and shared artifacts to improve cross team handoffs between research and product execution. Processes established in Lookback enabled distributed teams to reference recorded sessions and researcher notes as part of design reviews and sprint planning.
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Nubank | Banking and Financial Services | 8716 | $8.3B | Brazil | Lookback | Lookback | Customer Experience | 2022 | n/a |
In 2022, Nubank deployed Lookback to run large watch party sessions supporting product and UX research in Brazil. Lookback was adopted as a Customer Experience application to give product, design, and engineering stakeholders live visibility into user research sessions so they could triage issues as they appeared.
The implementation emphasized live observation workflows and collaborative session review, leveraging Lookback capabilities such as real time session viewing, recording, and shared note taking to shorten the path from insight to action. Governance centered on cross functional participation during watch parties, with product, design, and engineering teams attending sessions to prioritize fixes, and the deployment and outcomes are documented in a Lookback case study published in 2022 describing measurable increases in stakeholder engagement and faster fixes.
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Zapier | Professional Services | 800 | $210M | United States | Lookback | Lookback | Customer Experience | 2020 | n/a |
In 2020, Zapier implemented Lookback to support moderated user interviews and a company-wide research ride-along program. The Lookback deployment was used for product and UX research in the United States and enabled more than 100 teammates to observe live sessions and increase stakeholder alignment, according to the Zapier research lead.
Zapier configured Lookback to centralize moderated session workflows, leveraging live observer rooms, session recording, time-stamped notes, and participant management to support product and UX research. The implementation aligns with Customer Experience practices by standardizing how moderated interviews are conducted, observed, and archived for analysis. Lookback was positioned to broaden stakeholder participation beyond the core research team and to ensure consistent session documentation.
Rollout began and was live in 2020, and the deployment established observation protocols and scheduling workflows to manage cross-team participation in the research ride-along program. Governance focused on controlled observer access and standardized research observation practices to increase stakeholder alignment and visibility into user sessions.
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Buyer Intent: Companies Evaluating Lookback
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