Microsoft Product Lead on Building AI-Powered Customer Service That Actually Works

What does it take to build AI for customer service that improves real customer outcomes instead of just sounding intelligent? In this podcast hosted by Boston New Technology CPO Shweta Agrawal, Microsoft Product Lead Madhuri Somara shares how her team is building AI-powered case management solutions that automate routine work while keeping humans in the loop for judgment and empathy. She discusses designing AI systems that increase resolution speed, surface transparency in decision-making, and elevate the overall customer experience in complex service environments.

Can product management be fully automated with AI, and what happens if you try? In this podcast hosted by Hoda Mehr, Co-founder and CEO of Up My Mojo and a Board Member at Products That Count, Descript CEO Laura Burkhauser shares how her team experimented with automating nearly 100% of the product management workflow using AI. She discusses the surprising results of that experiment, how AI is changing the role of product managers, and why the future of product work may look very different from the processes teams rely on today.

Can design thinking and partnerships accelerate climate solutions at the pace the world now demands? The scale and urgency of the transformation required to fight climate change has never been more clear. Building hardware and software products, acquiring the funding and creating a diverse community to enhance talent capacity and to drive innovation, is essential to tackling this global environmental crisis. In this podcast, host Silicon Valley Bank (a division of First Citizens Bank) Climate Tech & Sustainability SVP Maggie Wong will be interviewing PolyGone Systems CEO & Co-Founder Nathaniel Banks to discuss the use of design thinking and partnerships to remove and recover microplastics across bodies of water, the balance of product iteration and customer testing, and and importance of education of a problem and relevant solutions to facilitate adoption

AI isn't breaking work, we are. So what actually needs to change? In this episode of the Product Talk podcast, host Denise Hemke sits down with product leader Sriram Iyer to explore why today's workplace crisis has less to do with AI and more to do with culture, trust, and leadership clarity. Drawing on decades of experience across platforms, AI products, and scaling organizations, Sriram unpacks how product roles are collapsing, why durable careers now require lifelong learning and generalist skills, and how a growing trust deficit is undermining teams. From the "70/70/70" career framework to practical ways leaders can rebuild trust and clarity, this episode is a must-listen for product managers and leaders navigating change without losing their humanity.

What does it really take to shift from shipping features to driving measurable outcomes at global scale? In this podcast hosted by EY Platform Operations Lead Justin Leibow, Walmart Principal Product Manager Parul Jain shares how she approaches product strategy, innovation pipelines, and AI-enabled product operations. She unpacks how outcome-based planning reshapes team behavior, how to structure innovation as a repeatable system rather than a one-off event, and where generative AI can meaningfully elevate product decision-making without replacing human judgment.

Why do 85% of AI projects fail, and how can product leaders beat the odds? In this episode of the Product Talk podcast, host Denise Hemke sits down with Greg Nudelman, product and UX leader and creator of the Snowball Sprint, to unpack why AI initiatives break down and what it really takes to build AI products that succeed. Drawing on real-world examples from cybersecurity, enterprise AI, and IoT, Greg shares practical frameworks for framing the right use cases, thin-slicing real data, escaping POC purgatory, and redefining success beyond accuracy. A must-listen for product managers and leaders navigating AI-driven product strategy.

How can product leaders turn today's climate urgency into scalable hardware and software solutions that attract capital, unlock long-term energy storage, and build the diverse teams needed to make it all work? The scale and urgency of the transformation required to fight climate change has never been more clear. Building hardware and software products, acquiring the funding and creating a diverse community to enhance talent capacity and to drive innovation, is essential to tackling this global environmental crisis. In this podcast, host Silicon Valley Bank (a division of First Citizens Bank) Climate Tech & Sustainability SVP Maggie Wong will be interviewing Terrament Co-Founder & COO Eric Chaves to discuss leveraging existing technologies to generate sustainable energy and enable a long-term storage solution, as well as the importance of diverse experiences to identify a co-founder and future hires.

How should product leaders rethink pricing in an AI-driven world where value, speed, and automation are constantly shifting? In this podcast hosted by EY Platform Operations Lead Justin Leibow, Decisionalpha CEO Etinosa Agbonlahor speaks on behavioral economics and the evolving psychology of pricing. She explores how companies can move beyond cost-plus models, design pricing as a strategic feature, and adapt monetization strategies as AI reshapes outcomes, efficiency, and customer expectations.

What really breaks when a company scales and why do proven playbooks suddenly stop working? In this podcast hosted by Boston New Technology CPO Shweta Agrawal, Apollo.io CPO Bela Stepanova speaks on what it takes to scale from $40M to $200M ARR and beyond. Drawing from her experience scaling multiple high-growth companies, Bella unpacks the mindset shifts, product strategy changes, and organizational decisions required to navigate hypergrowth without losing focus, quality, or customer trust.

How do you build an AI product that delivers real value long before AI becomes a buzzword? In this podcast hosted by Products That Count CEO Hoda Mehr, Amplitude Head of AI and former Kraftful Founder Yana Welinder speaks on building AI-native products, staying relentlessly focused on real customer problems, and navigating the journey from startup to acquisition. Drawing from her experience taking Kraftful from early experimentation with large language models to being acquired by Amplitude, Yana shares practical lessons on product focus, founder-led growth, and what it truly takes to scale AI inside a large organization.