Episode 140: When Product Meets Customer Success, Miracles Happen with Bryan House, Chief Experience Officer at Elastic Path

In this episode of the Product Thinking Podcast, Melissa Perri delves into the intricate world of organizational design for product management teams. She explores how to structure teams effectively around value streams, rather than falling into the trap of organizing by architecture.Melissa emphasizes the critical role of platform teams and the importance of starting with a solid product strategy before diving into organizational design.Melissa sheds light on the necessity for product managers to have a clear roadmap ownership and the challenges of maintaining short layers of control in large organizations to enable quick decision-making. She also discusses the benefits of platform teams in scaling services across an organization, stressing the need for high collaboration and alignment with customer-facing teams.Want to understand how to build a product management organization that maximizes business and customer value? Listen to this insightful episode for practical advice and strategic insights from Melissa Perri.You’ll hear us talk about:01:33 - Organizing Around Value StreamsMelissa discusses the importance of structuring product management teams around value streams, ensuring clear ownership of roadmaps and effective delivery of customer value.02:32 - Avoiding Organizational BottlenecksMelissa explains the drawbacks of having too many layers in decision-making processes within large organizations, advocating for shorter control layers to enhance efficiency and decision speed.06:38 - The Role of Platform TeamsThe episode highlights the strategic importance of platform teams in scaling services organization-wide, emphasizing the need for these teams to align closely with customer-facing value streams.Episode resources:Check our courses: https://productinstitute.com/

Srini Raghavan, Chief Product Officer at FreshWorks, joins Melissa Perri to discuss the evolving role of product management in the age of AI. He explores how product managers are transforming into "product builders" with AI as a catalyst for more integrated roles, collapsing traditional processes, and enabling rapid prototyping.Srini dives into the impact of AI on enhancing customer and employee experiences at FreshWorks. He shares insights on how AI agents are handling repetitive tasks, improving satisfaction, and delivering real outcomes through a relentless focus on customer needs.Curious about how AI is reshaping product management and the role of product managers? Tune in to hear Srini's insights on leveraging AI for creating uncomplicated user experiences and driving outcome-focused innovation.You’ll hear us talk about:05:15 - Transforming Product Managers into Product BuildersSrini discusses the shift towards product managers becoming more involved in design and prototyping phases, with AI reducing the need for separate UX and engineering inputs early on.18:45 - Enhancing Experiences with AI AgentsLearn about FreshWorks' approach to using AI agents to handle repetitive tasks and improve user satisfaction, providing a more human-like experience.28:30 - Delivering Uncomplicated User ExperiencesSrini explains the importance of simplicity in product setup and management, aiming to serve a diverse range of customers with straightforward user experiences.Episode resources:Srini on LinkedIn: https://www.linkedin.com/in/srinivasan28/Freshworks website: https://www.freshworks.com/Check our courses: https://productinstitute.com/

In this episode, Melissa Perri dives into the intricacies of product management with a focus on both inbound and outbound product management. Whether you're working on internal tools or customer-facing products, the strategic processes involved are crucial and similar across the board.Melissa discusses the importance of having a strategy, discovery, and delivery process in place to maximize the value stream and mitigate risks, regardless of the product's focus. Melissa provides examples of how internal tools, like algorithms for insurance claims or bank teller systems, can significantly impact customer experience. This episode emphasizes that the core principles of product management remain consistent, whether you're dealing with AI product management or traditional product strategies.Are you a product manager looking to enhance your understanding of both inbound and outbound product management? Tune in to this episode to gain valuable insights into effective product strategies and processes that can be applied to any product type.You’ll hear us talk about:1:37 - Understanding Inbound vs Outbound Product ManagementMelissa explores the differences and similarities between inbound and outbound product management. She emphasizes the necessity for a strategic approach in both areas, debunking the myth that inbound product management carries less risk.4:07 - Impact of Internal Tools on Customer ExperienceDiscussion on how internal tools like bank teller systems and insurance claim algorithms can significantly affect the customer experience. This section highlights the importance of strategic design for internal products.6:10 - Consistency in Product Management PracticesMelissa stresses that the fundamentals of product management, such as strategy and discovery, remain the same regardless of the product type. She highlights the importance of maintaining a focus on discovery and delivery in AI product management.Episode resources:Check our courses: https://productinstitute.com/

In this episode of the Product Thinking Podcast, Melissa Perri is joined by Michael Dodsworth, the founder and CEO of Fanfare. Michael shares his insights on the importance of storytelling in product management and how it can drive product success.He discusses his transition from engineering roles to leading innovative product launches that create immersive experiences and captivate audiences. Through his experiences, Michael emphasizes the significance of aligning strategic goals with customer engagement to elevate product performance.Tune in to explore how Michael's approach to storytelling and strategic alignment can transform your product launches into unforgettable experiences.You'll hear us talk about:07:36 - The Power of Storytelling in Product ManagementMichael Dodsworth explains the essential components of storytelling for product managers. He highlights the importance of simplifying stories to resonate with audiences and making them personal to leave a lasting impression.23:39 - Turning Product Launches into Immersive ExperiencesMelissa and Michael discuss how brands can create engaging and immersive experiences during product launches. Michael shares strategies to avoid negative aspects of product drops and ensure a memorable customer journey.29:28 - Applying Launch Lessons to Software ProductsMelissa asks Michael about translating product launch principles to software companies. Michael emphasizes the necessity of educating customers and having a clear narrative to drive the success of product launches in the tech industry. Episode Resources:Episode resources:Michael on LinkedIn: https://www.linkedin.com/in/michael-dodsworth/Fanfare: https://fanfare.io/Check the localization report: https://lokalise.com/library/data-reports/localization-revenue-report-2025/Check our courses: https://productinstitute.com/

In this episode, Melissa Perri discusses the common dilemma faced by product managers: whether to prioritize large, high-risk features or focus on delivering smaller, incremental updates. She delves into the considerations that should guide this decision, including the value to users, stakeholder goals, and the need for experimentation and risk management. Melissa shares insights on how to approach these decisions strategically to ensure both customer satisfaction and business success.Are you grappling with how to balance big projects against smaller, faster releases in your product strategy? Tune in to this episode to gain valuable insights from Melissa on making the right choices for your product and organization.You’ll hear us talk about:02:29 - The Value of Incremental ReleasesMelissa discusses the benefits of releasing smaller features incrementally, highlighting how they can provide immediate user value and inform future development decisions through feedback.04:13 - Managing Risk in Long-Term ProjectsHere, Melissa emphasizes the importance of de-risking multi-month projects with phased releases and feature flags, ensuring that stakeholders and users are aligned and informed throughout the process.05:01 - Balancing Stakeholder and User NeedsMelissa explores the tension between meeting stakeholder goals and delivering user value, offering strategies for product managers to align these often competing priorities effectively.Episode resources:Check the localization report: https://lokalise.com/library/data-reports/localization-revenue-report-2025/Check our courses: https://productinstitute.com/

Join us in this episode as Melissa Perri sits down with Vanessa Lee, VP of Product at Shopify, to explore the groundbreaking work being done in AI integration and agentic commerce. Vanessa sheds light on Shopify's AI assistant, Sidekick, which aims to revolutionize how merchants manage and grow their businesses.Discover how Shopify is pushing the boundaries of e-commerce with cutting-edge technology and a commitment to empowering entrepreneurs.Through engaging anecdotes and insights, Vanessa shares how Sidekick is not just a tool but a strategic partner for merchants, helping them navigate the complexities of entrepreneurship. We delve into the collaboration with OpenAI and how Shopify is leveraging AI to create seamless, innovative shopping experiences.Want to understand how AI can transform product management and e-commerce? Tune in to this episode for an enlightening conversation that explores the future of commerce and the evolving role of product managers.You’ll hear us talk about:05:19 - Shopify's Agentic AI AssistantVanessa explains how Sidekick, Shopify's AI assistant, was designed to be a co-pilot for merchants, proactively assisting with tasks like product creation and payment setup to help entrepreneurs succeed in their journey.36:38 - Partnership with OpenAIDiscover how Shopify partnered with OpenAI to integrate commerce functionalities into ChatGPT, making merchants' products discoverable and enabling direct checkouts within the AI platform.22:34 - Practical Advice for PMs Working with AIVanessa offers valuable advice for product managers looking to enhance their skills in generative AI and LLMs, emphasizing the importance of creativity and experimentation in developing innovative AI applications.Episode resources:Vanessa on LinkedIn: https://www.linkedin.com/in/vlaurenlee/Check the localization report: https://lokalise.com/library/data-reports/localization-revenue-report-2025/Check our courses: https://productinstitute.com/

Join Melissa Perri in this episode of the Product Thinking Podcast as she tackles the complex issue of managing an overwhelming workload as a product manager. A senior product manager shares their struggle of handling five engineering teams, a task typically assigned to multiple product managers. Melissa offers practical advice on how to communicate with leadership, prioritize effectively, and implement systems to manage scope.If you've ever faced the challenge of balancing broad strategic oversight with detailed management, this episode is a must-listen. Melissa's insights will help you understand how to align your team's work with company goals while maintaining quality and focus.You’ll hear us talk about:03:36 - The Classic Project Management Trade-OffMelissa discusses the well-known project management saying about scope, quality, and speed, explaining how product managers must often choose between these competing priorities.04:44 - Proposing Solutions to Manage WorkloadMelissa provides a framework for presenting options to leadership, including hiring additional product managers and weighing the opportunity costs of current workloads.07:40 - Building Internal Systems for Workload ManagementMelissa advises on creating internal systems to distribute work, allowing development leads to step into prioritization roles, thus enabling a more balanced workload distribution.Tune in to gain actionable strategies and ensure your product management approach aligns with your organization's strategic goals.Episode resources:Check the localization report: https://lokalise.com/library/data-reports/localization-revenue-report-2025/Check our courses: https://productinstitute.com/

Tony Brancato, Chief Product Officer at Charlie Financial, joins Melissa Perri on the Product Thinking Podcast to discuss the unique challenges and opportunities in developing financial products for older Americans. With a focus on security and user-friendliness, Tony shares how Charlie Financial is reimagining banking for the senior demographic, often overlooked by tech innovations.The conversation reveals insights into building trust with users, the role of intelligent friction in product design, and the importance of understanding user needs in product development.Want to know how to create impactful financial products that cater to the senior market? Listen to the full episode with Tony Brancato to discover how empathy, security, and strategic product decisions are shaping the future of digital banking for older adults.You’ll hear us talk about:07:15 - Understanding Different User Needs Across AgesTony explains the distinct differences between 62-year-olds and 75-year-olds when it comes to digital banking needs and preferences, highlighting how product features must be tailored accordingly to meet diverse expectations.12:59 - Designing Intelligent Friction to Prevent FraudDiscover how Charlie Financial's Fraud Shield introduces strategic friction to secure transactions and empower users to prevent fraud, offering peace of mind and control over their financial activities.23:12 - Measuring Success Beyond App UsageTony discusses how Charlie Financial measures success not just by app engagement, but by the financial health and security of its customers, emphasizing the educational aspect of their services to help users recognize and prevent scams.Episode resources:Charlie Financial: https://www.charlie.com/Tony on LinkedIn: https://www.linkedin.com/in/tonybrancato/Check our courses: https://productinstitute.com/Check the localization report: https://lokalise.com/library/data-reports/localization-revenue-report-2025/Timestamps:00:00 Tony’s Journey to Charlie Financial07:06 Feature Design and User Research for Seniors12:57 Tackling Fraud With Empathy and Innovation20:50 Accessibility and Simplification Strategies30:18 Surprises, Trust, and Social Media Vulnerabilities34:15 Fraud Trends, AI, and Closing Thoughts

In this episode, Melissa Perri dives into the often-confused realms of product management and project management. Many people conflate these roles, but they serve distinct purposes and bring different values to an organization. Melissa unpacks the unique responsibilities and skills required for each role and discusses how they can effectively complement each other to drive product success.Whether you're a seasoned product leader or new to the field, this conversation will provide clarity and actionable insights on how to align these functions within your teams.If you're eager to distinguish between product and project management, and to learn how these roles can work in harmony to propel your product initiatives forward, this episode is a must-listen. Tune in to hear Melissa's expert advice and start applying these insights to your own product strategies today.You’ll hear us talk about:01:19 - Differentiating Product and Project ManagementMelissa clarifies the core differences between product and project management, emphasizing the importance of focusing on value creation and timelines.02:43 - The Role of Agile in Product DevelopmentA discussion on how Agile practices have transformed traditional project management roles and why product managers often take on project tasks in smaller teams.04:04 - Leveraging Roles for Product SuccessInsights into how larger organizations can benefit from dedicated project managers and the value they add in coordinating across multiple products and teams.Episode resources:Check out Angel Squad: https://go.angelsquad.co/melissaCheck our courses: https://productinstitute.com/

Dr. Magda Armbruster, Head of Product at Natural Cycles, joins Melissa Perri to discuss her unique journey from physics to product management, and how she leverages her scientific background to innovate in women's health technology. As the first FDA-cleared birth control app, Natural Cycles offers a non-hormonal alternative for women and is expanding into new areas such as perimenopause. Dr. Armbruster delves into the challenges and opportunities of integrating user feedback, scientific data, and regulatory compliance in product development. Explore how Natural Cycles maintains user trust through data privacy, and discover the role of AI and wearables in personalizing health experiences. Dr. Armbruster shares her insights on fostering collaboration between product and regulatory teams, balancing innovation with compliance, and the importance of transparency and communication in product management.Want to understand how to successfully develop compliant, user-centered health tech products? Tune in to gain insights from Dr. Armbruster's experience in transforming women's health through product innovation.You’ll hear us talk about:10:45 - Integrating Scientific Rigor in Product DevelopmentDr. Armbruster explains how her background in physics informs her approach to product management at Natural Cycles. She discusses the importance of applying scientific methods to product development, ensuring that products are both innovative and evidence-based.22:15 - Ensuring Data Privacy and User ControlThe conversation turns to data privacy, where Dr. Armbruster highlights how Natural Cycles prioritizes user control over their data. She details the features that allow users to manage their data, reflecting the company's commitment to trust and security.35:00 - Balancing Innovation with Regulatory ComplianceDr. Armbruster shares strategies for maintaining a balance between innovation and compliance. She emphasizes the importance of early collaboration with regulatory teams to ensure that new products meet compliance requirements without stifling creativity and user-centric design.Episode resources:Natural Cycles: https://www.naturalcycles.com/Magda on LinkedIn: https://www.linkedin.com/in/magda-armbruster-326692a/Check our courses: https://productinstitute.com/Timestamps:00:00 From CERN to FemTech06:18 Scientific Thinking in Product Leadership14:03 Education and transparency20:52 Science-Backed Collaboration Across Teams26:54 Regulation as a Framework for Innovation31:46 Future of FemTech and Advice for Product Leaders