🎙️ Episode Title:

How Klaviyo is Redefining B2C CRM, Services, and AI with Grant Deken

🧑‍💼 Guest:

Grant Deken – Head of Product, Klaviyo Services

📅 Episode Overview:

In this episode of Lessons in Product Management, host John Fontenot sits down with Grant Deken, Head of Product at Klaviyo Services, to explore how Klaviyo is reimagining customer relationships in the B2C space. From the convergence of marketing and service to the real-world implications of GenAI in product development, this conversation dives deep into the future of product management, CRM, and AI-driven customer experience.

🧵 Topics Covered:

• What Klaviyo is and how it's expanding beyond marketing into customer service

• The philosophy behind building stronger B2C relationships through CRM

• Balancing qualitative and quantitative data for better product decisions

• How Grant’s experience as a founder and marketer shapes his product leadership

• The transformational role of AI in product design, development, and service

• Real-world use cases and lessons from integrating GenAI at Klaviyo

• • Advice for aspiring product managers entering the field today

  
  

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