'We've learned a ton about what customers actually want': Sonos execs on earning back trust with Sonos 27
In an interview with Sonos leadership, we explore how Sonos 27 and the new Ultra hardware aim to win back loyalists by making whole-home audio handoff effortless again.
Sonos executives revealed their focus on improving customer experience and rebuilding trust with the launch of Sonos 27. During a demo, attendees discovered that the company had taken customer feedback seriously, particularly from its active Sonos Reddit community. Andrew Sutherland, Senior Director of Product Management, explained that the company had made significant strides in testing and releasing features, including an app redesign behind an opt-in test and open platform AI control via Model Context Protocol (MCP).
Sonos 27 also introduces open platform AI control, allowing users to connect external assistants like ChatGPT alongside Sonos's own voice engine or custom agents. The firm emphasized its commitment to choice and being an open platform for control. The Ace Ultra headphones were highlighted as a standout product in this regard, offering high-end audio quality and seamless integration with the Sonos system both at home and when taken outdoors.
The hardware design behind the Ace Ultra required significant innovation, with a focus on creating a light, comfortable design that maintained exceptional audio performance. The new hardware generation relies on Sonos Fabric, a software capability that enables devices to sense each other's presence in physical space, streamlining the setup process and making it feel natural and intuitive within a user's home environment.
Written by urgent.news from Tom's Guide's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
