The Product Podcast

In this episode, Carlos Gonzalez de Villaumbrosia interviews Chiara McPhee, Chief Product Officer at Postscript, a leader in SMS marketing for e-commerce. Postscript is revolutionizing how e-commerce brands engage with customers. With over $100 million in Annual Recurring Revenue (ARR) and more than 20,000 Shopify merchants using their platform, Postscript has become a powerhouse in conversational commerce. Their SMS marketing tools have helped generate over $2 billion in e-commerce revenue for their customers annually, with open rates exceeding 90%, far outpacing traditional email marketing.In this episode, Chiara shares her insights on:Leveraging generative AI to create personalized, one-to-one conversations that drive revenue.How AI agents are outperforming human customer support in certain areas.Key revenue leading indicators in SMS marketing and setting up effective attribution models.Overcoming challenges in scaling infrastructure to achieve $100M in Annual Recurring Revenue.The benefits of focusing exclusively on Shopify.The "Horizon Strategy" approach to building teams tailored for Horizon 1 (cash cow), Horizon 2 (growth), and Horizon 3 (moonshots), balancing short-term wins with long-term ambitious goals in product development.In this episode, we'll explore how Postscript is leveraging cutting-edge technology to deliver personalized customer experiences, driving revenue and redefining e-commerce marketing. We'll discuss leveraging generative AI to create personalized, one-to-one conversations that drive revenue, how AI agents are outperforming human customer support in certain areas, overcoming challenges in scaling infrastructure to achieve $100M in Annual Recurring Revenue, and the benefits of focusing exclusively on Shopify. What you'll learn:Chiara's journey to becoming CPO at Postscript and her insights on the power of SMS marketing.How generative AI enables personalized, one-to-one conversations that drive revenue.Key strategies for SMS marketing, including compliance, personalization, and integration with other channels.How to structure product teams using the "Horizon Strategy" to balance short-term wins with long-term innovation. Key Takeaways:Personalized Conversations: Chiara emphasizes the importance of leveraging generative AI to create personalized, one-to-one conversations that drive revenue.Focus on Shopify: Chiara highlights the company's strategic decision to focus exclusively on Shopify, and the impact it had on business outcomes.Horizon Strategy: Chiara shares the benefits of the "Horizon Strategy" approach to building product teams tailored for different stages of growth and innovation.Credits:Host: Carlos Gonzalez de VillaumbrosiaGuest: Chiara McPheeSocial Links: Follow our Podcast on Tik Tok here Follow Product School on LinkedIn here Join Product School's free events here Find out more about Product School here

Tanya Cordrey, Chief Product Officer at Motorway, previously led product teams at Instagram and eBay. She shares insights on revolutionizing the UK used car marketplace, discussing strategies to optimize experiences for both sellers and dealers. Tanya delves into the challenges of creating a consumer-to-business marketplace and using technology, like AI-assisted photo uploads, to streamline the process. She emphasizes the importance of team autonomy and how to navigate the complexities of product management to drive growth and innovation.

Karen Ng, Senior Vice President of Product and Partnerships at HubSpot, shares her insights on driving growth through AI tools. She discusses the integration of AI in marketing and customer support, and how these technologies can streamline workflows. Ng explores the decision-making behind building, buying, or partnering in product development. Highlights include the challenges of evolving product strategies for small businesses and the critical role of effective communication and collaboration within teams. Her unique blend of experience and innovation promises to inspire product leaders.

Cem Kansu, the Vice President of Product at Duolingo, shares insights from his nine-year journey driving the company's growth. He discusses the balance of gamification and educational accessibility in Duolingo’s freemium model, highlighting how innovative features like voice AI enhance personalized learning. Cem also explores the evolution of the platform into new subjects like math and music, the impact of A/B testing on monetization strategies, and the significance of making language education both effective and enjoyable.

Ilan Frank is the Chief Product Officer at Checkr, a pioneer in the background check industry, known for his expertise in building scalable SaaS products for large enterprises. He shares insights on transitioning from SMBs to large-scale operations and the significance of balancing user delight with enterprise needs. Ilan discusses Checkr's innovative use of AI, which dramatically speeds up background checks, and the importance of product-market fit. He also highlights the evolving role of product managers in navigating complex enterprise challenges.

Dave Bottoms, General Manager and VP of Product at Upwork, discusses the transformative landscape of remote work and the gig economy. He shares insights on how AI agents are revolutionizing matchmaking for freelancers and clients alike. The conversation highlights the economic potential of blending full-time employees with freelancers. Dave also touches on monetization strategies that enhance marketplace efficiency, and how solopreneurs can leverage AI to build successful businesses. His experiences from tech giants further enrich the dialogue on innovation in freelance marketplaces.

Christina Goldschmidt, VP of Product Design at Warner Music Group, leads the UX team with a unique blend of creativity and innovation. She discusses how mystical practices like shamanic journeying enhance collaboration and creativity in business. Christina delves into aligning design with organizational goals, illustrating how empathetic design can offer competitive advantages. The conversation highlights the synergy between product management and design, stressing the importance of effective communication and a curiosity-driven culture.

In this engaging discussion, Craig Saldanha, Chief Product Officer at Yelp, shares insights from his journey at both Yelp and Amazon. He unpacks how Yelp is evolving into an AI-powered platform, enhancing user experiences with features like AI-generated reviews. Saldanha emphasizes the crucial balance between trust and authenticity amid tech integration, alongside the challenges of scaling while preserving the platform's integrity. His perspective on navigating the dynamics of user-generated content in a digital marketplace offers valuable lessons for product management.

In this conversation, Paul Adams, Chief Product Officer at Intercom and former Google innovator, discusses the company's remarkable pivot from a traditional SaaS model to an AI-first powerhouse. He shares insights on the role of AI in reshaping customer support and product management, emphasizing the need for adaptability in this technological shift. Paul also outlines strategies for building AI-driven products, the evolution of pricing models, and the significance of collaboration between UX and customer-facing teams.

Karandeep Anand, President and Chief Product Officer at Brex, shares insights from his impressive career at Meta and Microsoft, helping Brex revolutionize financial services. He discusses the evolution from startup focus to enterprise engagement, emphasizing the role of continuous innovation and AI in product management. Anand explores strategies for penetrating large markets and adapting product offerings for changing customer needs. He also redefines product-market fit as a dynamic journey, highlighting how fintech must balance core businesses with innovative growth.