In a discussion with a UX Lead from an admired configuration management company, the importance and methodology of user interviews were highlighted as crucial for understanding customer interactions and improving product experience. User interviews can vary in format and focus, providing insights into how customers engage with a product and identifying common challenges. The company's annual conference serves as a vital platform for gathering user feedback through open discussion sessions, which are later followed by in-depth individual interviews. These sessions help uncover patterns in user behavior and distinguish widespread issues from individual concerns, aiding in better product development. The process of conducting these interviews involves initial context-setting questions, which lead to broader conversations about a company's devops culture and product adoption. The UX team emphasizes the importance of listening without defensiveness and involving other organization members in the interviews, ultimately using the insights gained to inform internal teams and improve user experience. The practice of documenting and sharing interview findings within the company is also stressed, underscoring the value these insights bring beyond addressing individual customer issues.