The Experience Edge Ep 2. - Product is just feeding the beast - John Cutler - ex Toast, Amplitude
Nov 28, 2024
Join John Cutler, an experienced product leader from Zendesk and Amplitude, as he dives into the essentials of blending product management with customer experience. He emphasizes the need for a customer-centric culture and discusses the challenges posed by siloed teams. Cutler highlights the value of situational awareness and innovation, advocating for a comprehensive approach that merges customer insights with business metrics. Additionally, he reflects on the complexities of defining a North Star metric and the pivotal role of leadership in driving change.
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Narrow Product Focus Limits CX
- Product managers often focus narrowly on their product area and miss broader customer experience nuances.
- Service design and CX perspectives provide deeper, complementary insights beyond product ownership.
Product Roles Vary by Company Size
- Product management roles vary greatly by company size and type, from startups to large ecosystem companies.
- Design skills overlap across contexts, but product management scope differs widely depending on organizational scale.
Startup vs Large Company Roles
- Startup product managers often overlap with marketing, sales, and support, enabling direct customer engagement.
- Large companies may silo product owners, CX, and engineers, creating distance and fragmentation.