In this episode, Somer Simpson, VP of Product at Customer.io, joins us to discuss the role of empathy in product management. With a wealth of experience in online media and startups, Somer shares how product managers can drive innovation by cultivating empathy for customers and themselves.

She explores how you can have a human-centered approach when crafting products and how self-reflection grows empathy for customers. Somer also highlights the balance between using AI to close knowledge gaps and maintaining a human touch to truly understand user needs.

Are you ready to discover how empathy can improve your product strategy and execution? Don't miss this conversation that offers wisdom for product managers at every career stage.

You’ll hear us talk about:

13:00 - Embracing Chaos in Product Management

Somer discusses the need to be comfortable with chaos as a product manager. Like whitewater rafting, being a PM is about leaning into chaos rather than resisting it. This helps managers better discern patterns and innovate effectively.

16:30 - Developing True Empathy

Somer explains that empathy goes beyond the simple observation or acknowledgment of customer pain. It involves accepting others' perspectives as valid. She relates this concept to personal growth, suggesting that self-acceptance is crucial for developing authentic empathy

37:49 - Human Touch in Innovation

Somer believes that humans play an irreplaceable role in innovation, despite advancements in AI. While AI can increase efficiency, it's the human understanding and care for customer problems that truly drive product success.

Episode resources:

Somer on LinkedIn: https://www.linkedin.com/in/somersimpson/

Customer.io website: https://customer.io/

Check our new course: https://productinstitute.com/p/mastering-product-strategy-overview

Timestamps:

00:00 Introduction

02:50 Dear Melissa

16:30 Empathy starts with yourself

22:29 Curiosity, failure, and building customer love

28:47 Meaningful discovery and avoiding chaos

33:28 AI can't replace empathy

Join us for an engaging episode of the Product Thinking Podcast as I speak with Mario Rodriguez, Chief Product Officer at GitHub, about the transformative role of AI in product management and development.

In this episode, Mario discusses the integration of AI into GitHub's strategy, particularly through GitHub Copilot, and how it leverages AI to improve creativity in software development.

Mario provides a deep dive into how GitHub Copilot is changing the developer's landscape by freeing them from mundane tasks and allowing them to focus more on creative problem-solving. He also shares his vision for the future of software development and the role AI will play in it.Listen in to learn how AI can be a powerful tool to amplify productivity and creativity in your product management strategy.

You'll hear us talk about:

08:22 - Reimagining Developer Tools

Mario talks about how GitHub Copilot started as an AI-native product, focusing on augmenting human creativity rather than replacing it, and how it strategically integrates with existing developer workflows.

24:12 - Surprises in Copilot Adoption

Discover the unexpected ways developers used GitHub Copilot and how it challenged initial assumptions about product acceptance and success in the market.

32:27 - The Future of Product Management with AI

Explore how AI is shaping the product management field and what it means for the role of product managers in this fast-evolving industry.

Episode resources:

Mario on LinkedIn: https://www.linkedin.com/in/mariorodriguez3/

Github Copilot: https://github.com/features/copilot

Check our new course: https://productinstitute.com/p/mastering-product-strategy-overview

Timestamps:

00:00 Introduction

02:45 Dear Melissa

04:52 From Microsoft to GitHub CPO

13:13 Failing toward the right UX for Copilot

16:23 Using evals and metrics to refine AI models

24:03 Seeing Copilot in the wild: surprises and adoption

29:16 AI’s role in augmenting vs. replacing developers

36:26 Embedding AI into product strategy and practice

Dheerja Kaur, Vice President of Product Management at Robinhood, joins Melissa Perri on the Product Thinking Podcast to discuss her journey from engineering to product leadership. Her experience integrating design and user experience into product development at Robinhood has fostered a culture of ambitious thinking and learning by doing.

Dheerja shares insights into balancing experimentation with strategic objectives and emphasizes the importance of empowering product teams to think big while aligning with organizational vision. Would you like to empower your product teams to think ambitiously while staying aligned with business goals? Don't miss out on Dheerja's insights.

You’ll hear us talk about:

• 07:34 - Defining the Product Manager Role

Dheerja reflects on her transition from software engineering to product management at ESPN and how she navigated the shift from a technical role to a strategic one.

• 13:01 - Coaching without Micromanaging

Dheerja shares strategies on finding the balance between providing guidance to new PMs and allowing them the autonomy to grow, fostering a supportive learning environment.

• 28:09 - Balancing Experimentation with Ambitious Goals

Dheerja discusses how to encourage teams to think big and have a portfolio of bets to achieve ambitious objectives while maintaining a culture of learning and experimentation.

Episode resources:

Dheerja on LinkedIn: https://www.linkedin.com/in/dheerja/

Robinhood website: https://robinhood.com/

Check our new course: https://productinstitute.com/p/mastering-product-strategy-overview

Timestamps:

00:00 Coming Up

00:56 Intro

06:29 Dheerja’s journey into product

13:01 Coaching PMs without micromanaging

17:53 Learning Design

22:16 UX In Finance

28:09 Balancing experimentation with ambitious goals

33:32 Proving the business value of great design

38:43 Embracing risk

In this episode of the Product Thinking Podcast, we are joined by Kristin Dorsett, COO at Viator.We dive into how Kristin and her team are building a culture of experimentation, and what it takes to move fast without losing alignment.

Viator, under the TripAdvisor umbrella, has embraced a learning mindset that blends data, customer feedback, and rapid iteration. Kristin shares how cross-functional collaboration empowers decision-making and why they’ve built systems that encourage teams to learn from both successes and failures.

If you're aiming to understand how to balance experimentation with measurable success in your organization, this episode is a must-listen!

You’ll hear us talk about:

• 15:14 Embracing Failure to Succeed

Kristin discusses the importance of cultivating a mindset that celebrates learning from failures and iterating quickly to achieve collective success.

• 28:29 The Role of AI in Product Strategies

How Viator uses AI to improve customer experiences by focusing on solving practical problems, avoiding the trap of using technology for technology’s sake.

• 22:50 Leveraging Customer Feedback

Kristin explains how Viator's voice-of-the-customer program helps product managers identify key areas of improvement, leading to significant enhancements in their checkout conversion.

Episode resources:

• Kristin on LinkedIn: https://www.linkedin.com/in/kristindorsett/
• Viator website: https://www.viator.com/
• Try Liveblocks: https://liveblocks.io/

Timestamps:

00:00 Introduction

03:12 Dear Melissa

06:18 Transition to COO

12:34 Culture of experimentation

17:48 Practical AI strategy

22:34 Voice of the customer

31:28 Cross-functional leadership

Join Melissa Perri on the latest episode of the Product Thinking Podcast as she chats with Jake Knapp, creator of Design Sprint at Google, and general partner at Character Capital. Known for for his seminal book “Sprint”, Jake discusses nuances from his latest book, "Click," and emphasizes the critical role differentiation plays in product success.

This episode dives into the importance of starting product ideation with a clear differentiation strategy, ensuring that by the time you're ready to launch, you're not just another face in the crowd. Learn how to apply Jake's insights to make your products stand out from the rest, using the Foundation Sprint.

Want to understand how to make your product unique in today's competitive market? Tune in for some practical takeaways from Jake's extensive experience helping startups and established companies refine their product strategies.

You'll hear us talk about:

• 5:53 - The Power of Differentiation

Jake explains why thinking about differentiation should be the starting point of any product project, and how it connects to finding product-market fit.

• 16:48 - Foundation Sprint to Design Sprint

Jake walks through how a two-day foundation sprint can set the perfect stage for design sprints, helping teams define their hypotheses and move quickly from ideas to testable prototypes.

• 35:53 - Lean Startup vs. Design Sprint

Explore the similarities and differences between Lean Startup and Design Sprint methodologies, and why rapid iteration and experimentation are key to product success.

Episode resources:

• Click book: https://www.theclickbook.com/
• Jake on LinkedIn: https://www.linkedin.com/in/jake-knapp/
• Try Liveblocks: https://liveblocks.io/

Timestamps:

00:00 Introduction

02:57 Dear Melissa

06:57 Finding the gap before building

14:39 Foundation sprint and why differentiation matters

25:21 Customer research timing and magic lenses

30:29 How to use lenses for decision-making

35:53 Lean Startup vs design sprint and planning time

43:19 Reclaim case study

Rebecca Shaddix, a seasoned marketing executive and go-to-market strategist, joins Melissa Perri to explore the balance of acceptable mistakes in market strategy. Rebecca discusses the importance of defining acceptable mistakes to avoid unnecessary delays and to better align team efforts with strategic goals. This episode focuses on how acknowledging acceptable mistakes can accelerate development without compromising core objectives.

Rebecca also addresses the overemphasis on latest trends like AI, stressing the importance of intentional use rather than succumbing to hype. She provides insights into managing internal pressures and steering conversations back to meaningful customer outcomes.

If you want to learn how to effectively balance strategic goals with market pressures while maintaining a focus on customer value, tune in to gain practical insights from Rebecca’s experiences.

You’ll hear us talk about:

• 09:04 - The Concept of Acceptable Mistakes

Rebecca explains what an acceptable mistake entails, offering examples such as opting for fewer customer interviews to accelerate go-to-market strategies without significant risk.

• 29:19 - Navigating AI Hype

Discusses the cycle of trendy technologies and how AI has become a prevalent, though often superficial, part of product strategy, emphasizing the importance of intentionality.

• 15:32 - Product and Product Marketing Partnership

Highlights the need for a bidirectional relationship between product management and product marketing, focusing on how they should collaboratively drive strategy and insights.

Listen to the full episode for more in-depth discussions and insights.

Episode resources:

Rebecca on LinkedIn: https://www.linkedin.com/in/rebeccashaddix/

Try Liveblocks: https://liveblocks.io/

Timestamps:

00:00 Intro

02:57 Dear Melissa

06:17 Defining acceptable mistakes in go-to-market

12:22 How product and go-to-market should collaborate

17:48 What data product and marketing teams should track

22:53 Turning competitive noise into strategy

29:21 Responding to AI pressure from the market

34:29 Crafting real differentiators, not buzzwords

39:29 Advice for future product marketers

Oliver Seil, Vice President of Design at Belkin, joins Melissa Perri on the Product Thinking Podcast to explore how Belkin has transitioned into a design-focused company. Oliver discusses the role of design in creating products that resonate with users while fulfilling their functional needs. He shares how Belkin's design philosophy prioritizes consumer insights and prototyping to create products that are both innovative and intuitive.

Through this episode, Oliver outlines the importance of integrating empathy and creativity in the design process and how these elements can foster a dynamic and inclusive company culture. He provides valuable insights into how product managers and designers can collaborate effectively, ensuring that the products not only meet market demands but also enhance user experiences.

Interested in learning more about how design can drive product innovation and company culture? Tune in to gain practical insights from Oliver’s experiences at Belkin.

You’ll hear us talk about:

• 14:20 - The Importance of Executive Buy-In for Cultural Change

Oliver explains how having the support from top leadership, such as the CEO and a chief design officer, was crucial to fostering a design-focused culture at Belkin, promoting an environment where design is celebrated and integrated into the company's DNA.

• 21:47 - Embracing Experimentation in Design

Oliver shares strategies for balancing the need for rapid prototyping with the constraints of manufacturing timelines. He emphasizes the importance of testing and validating products through consumer feedback before full-scale production.

• 25:29 - Collaboration Between Product Managers and Designers

Highlighting the significance of prototyping and communication, Oliver discusses how designers can effectively share their ideas and collaborate with product managers to bring innovative products to life.

Episode resources:

Oliver on LinkedIn: https://www.linkedin.com/in/oliver-seil/

Belkin website: https://www.belkin.com/

Try Liveblocks: https://liveblocks.io/

Timestamps:

00:00 Coming Up

01:23 Intro

06:00 Discovering design and joining Belkin

10:30 Transforming culture through design

19:20 User insights and product joy

24:47 Pitching and selling design ideas

30:35 Foster creativity and passion

40:48 Building diverse teams

Join us for an insightful episode of the Product Thinking Podcast as we delve into the world of product operations with Jessica Soroky, the Senior Director of Product Operations at Pendo. In this episode, Jessica reveals the transformative strategies that have redefined Pendo's product operations, highlighting their innovative approach to integrating data and AI for enhanced product management.

Jessica and I discuss the evolving landscape of product operations and the strategic shifts necessary to elevate the role beyond administrative tasks. We explore how Pendo empowers product managers by streamlining data insights and fostering a cross-functional communication framework that improves product launches and customer satisfaction.

If you're eager to understand how product operations can drive strategic value and innovation within your organization, this episode is a must-listen. Gain practical insights and inspiration from Pendo's journey in optimizing their product operations.

You’ll hear us talk about:

• 09:17 - Evolution from Scrum Master to Program Manager

Jessica explains the bold transition of Scrum Masters to Program Managers at Pendo, expanding their roles to oversee the entire product lifecycle and enhancing cross-functional collaboration.

• 15:04 - Leveraging AI in Product Operations

Discover how Pendo is integrating AI into their operations to reduce the burden of data tasks for product managers, allowing them to focus on strategic decision-making.

• 20:56 - Implementing Effective Launch Processes

Learn about the introduction of go-to-market checklists and launch briefs at Pendo, which have streamlined product launches and improved cross-departmental alignment.

Episode resources:

- Jessica on LinkedIn: https://www.linkedin.com/in/jessicasoroky/

- Pendo: https://www.pendo.io/

- Try Liveblocks: https://liveblocks.io/

Timestamps:

00:00 Coming Up

01:17 Intro

05:53 Jessica's journey to Product Ops leader

11:48 Improving launches through whole-company alignment

19:19 Structuring product ops for impact

25:00 Building effective cadences and data rituals

30:14 Driving data culture and exploring AI tools

36:30 Making product ops strategic

Join Melissa Perri in an insightful episode of the Product Thinking Podcast featuring Hugo Froes, Head of Operations at OLX. In this episode, Hugo shares his remarkable journey from UX and service design to leading product operations, a transition that highlights the importance of bridging design with business needs.This conversation dives into how Hugo has effectively shaped product operations at OLX, focusing on process optimization, reducing friction, and empowering teams to deliver true value. Hugo’s approach showcases how strategic product operations can drive innovation and efficiency within organizations.Ready to explore how product operations can transform your organization? Listen to the full episode and gain practical insights from Hugo's experiences!

You’ll hear us talk about:

00:25:08 - Making OKRs Work Across the Organization

Hugo discusses the challenges and solutions for standardizing OKR frameworks to ensure consistent and measurable outcomes while allowing flexibility for team-specific practices.

00:30:41 - The Product Ops Mix

Hugo explains the multi-faceted approach of OLX's product operations team, focusing on improving efficiency, streamlining processes, and supporting organizational growth through strategic tooling.

00:39:03 - Measuring Value in Product Management

Hugo and Melissa explore the importance of continuously validating product value against business outcomes, emphasizing learning over feature delivery.

Episode resources:

• Hugo on LinkedIn: https://www.linkedin.com/in/hugofroes/
• Thoughts Unravelled: https://thoughtsunravelled.substack.com/
• Try Liveblocks: https://liveblocks.io/

Timestamps:

00:00 Coming Up

01:01 Intro

05:37 From UX to Product Ops: Hugo’s Journey

09:17 Shift to Product Thinking

16:33 Starting Product Ops at OLX

21:23 Rethinking OKRs for Real Teams

25:08 Making OKRs Work Across the Org

30:41 The Product Ops Mix

35:48 The Real Limits of AI

43:07 What’s Next for Product Ops

In this episode, Eilon Reshef, co-founder and Chief Product Officer of Gong, joins Melissa Perri to discuss the transformative power of AI-driven technology in sales and product management.As Gong revolutionizes the sales industry, Eilon shares insights into building tools that empower salespeople and help them succeed. He dives into the challenges of scaling Gong to $100 million in ARR and the crucial role of focusing on end-user value.

Eilon delves into how Gong captures and analyzes sales conversations to help teams close deals faster and increase revenue. He also reveals the unique organizational structure at Gong and the importance of design partners in their product development process.

Want to discover how to harness AI to improve your sales processes and drive significant growth? Tune in to gain actionable insights from Eilon’s experience at Gong.

You’ll hear us talk about:

• 10:31 - Prioritizing Seller-Centric Value

Eilon discusses the importance of emphasizing value for the end user, the salespeople, rather than just delivering organizational value. This approach has been critical to Gong’s success, helping build a product that sales teams love and rely on.

• 13:50 - Implementing a Customer-Centric Structure

Learn about Gong's unique pod structure, where product managers work closely with numerous design partners to receive continuous feedback and refine the product. This approach ensures that customer needs are always at the forefront.

• 26:54 - Embracing AI in Product Management

Eilon provides advice for product managers on how to integrate AI into their work. He emphasizes the need to practice and understand AI capabilities to effectively incorporate them into product offerings.

Episode resources:

• Eilon on LinkedIn: https://www.linkedin.com/in/eilonreshef/
• More about Gong: https://www.gong.io/
• Work at Gong: https://www.gong.io/careers/
• Liveblocks: https://liveblocks.io/

Timestamps:

00:00 Coming Up

00:47 Intro

02:51 Dear Melissa

06:34 Eilon’s Intro & Gong's Founding Story

10:31 Empowering Sales & Key Lessons

22:08 Vision for AI & Its Impact on Sales

31:41 Working with Design Partners & Beta Testing

42:03 Reflections on Product Leadership