This episode digs into how to build and grow products in the AI era without losing sight of customer pain. The guest traces his path from self-funded analytics tools like Crazy Egg and KISSmetrics to a security startup acquired by Dropbox, emphasizing "pain finding," measurable goals, and constant user research. He argues that most SaaS is really business intelligence, that AI-powered features often work better when you don't label them as AI, and that software should "disappear" into services so customers just see problems getting solved.

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