Product Therapy Coaching Transformation: How a Hospitality Company Adopted the Product Model
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Sep 18, 2025 Anuar Chapur, Chief Product and Technology Officer at Palace Resorts, and Gabrielle Bufrem, a product and leadership coach, explore a game-changing transformation in a major hospitality company. They discuss the cultural shifts that redefined operations to drive customer-centric outcomes and significantly boost conversion rates. Key topics include the importance of coaching, trust-building, and team topology in achieving tangible results. They offer practical advice for any organization considering a transformation, emphasizing the need for commitment and strategic planning.
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Start Small, Prove Outcomes
- Start transformation with small tests and clear outcomes to earn trust across the company.
- Use pilots to prove value before scaling and avoid top-down mandates that lack evidence.
Solve Problems Before Rebuilding Process
- Changing how you solve problems yields more ROI than reworking engineering processes first.
- Earn the right to change priorities by delivering fast, visible results.
Pilot Team Avoids A Multimillion App
- A pilot team discovered an app was unnecessary after customer research and instead improved the existing webpage.
- That focus tripled conversion and avoided a multimillion-dollar mistake.
