One Knight in Product

On this episode, I speak to my friend Nesrine Changuel, product coach and author of the new book "Product Delight". Nesrine started her career at Bell Labs as a research engineer before moving into product management at Microsoft, Spotify, and Google, where she even held the title "PM for Delight" on Google Meet. Her work focuses on how products can go beyond functionality to create genuine emotional connections with users. Episode highlights: Why Product Delight is more than just a “nice to have”, and isn't just confetti on your boring app The three pillars of Product Delight: reducing friction, anticipating needs, and exceeding expectations The difference between surface delight (like balloons on your Apple Watch) and deep delight (features that serve emotional and functional needs together) Why delight matters just as much in B2B products as in consumer apps, and why everything is B2H How to get buy-in from leaders and stakeholders by linking emotional connection to revenue, retention, and referrals The Delight Grid and Nesrine's four-step model for embedding delight into your product process The risks of chasing the wrong kind of delight (like Deliveroo's failed Mother's Day campaign or Apple's awkward gesture fireworks) ... And much more. Buy the book You can grab a copy of Product Delight here: Nesrine's site: https://nesrine-changuel.com/product-delight-book/ Amazon UK: https://a.co/d/1J7JLZZ Contact Nesrine Website: https://www.nesrine-changuel.com LinkedIn: https://www.linkedin.com/in/nesrinechanguel Newsletter: https://nesrinechanguel.substack.com

Katya Denike, Chief Product Officer at Holland & Barrett, shares insights from her journey leading a major digital transformation in this iconic health retailer. She discusses revitalizing a 150-year-old brand through innovative supply chain logistics, enhancing customer experiences, and adapting global strategies to local markets. Katya highlights the success of bringing the mobile app in-house, transforming its revenue share dramatically. She also emphasizes the underappreciated role of internal product management and the importance of mentorship within leadership.

In this episode, I speak with Jamie Mercer, Chief Product Officer at Trusted Housesitters, the global pet care and travel marketplace disrupting two industries at once. Jamie has previously held senior product roles at VoucherCodes, Skyscanner, Student Beans and IVC Evidensia, and now leads product at a scale-up known for putting trust at the heart of its community-driven business. We cover a lot, including: TrustedHousesitters' unique proposition - a two-sided marketplace mixing travel and pet sitting, where both pet owners and sitters pay a subscription to help create mutual trust and respect. Scaling through word of mouth - 70-75% of members join via a friend, and how the team are working to amplify that growth while keeping trust at the centre. Balancing marketplace dynamics - keeping supply and demand in sync, supporting new sitters with no ratings, and using AI and personalisation to build confidence. Using AI responsibly - from accelerating customer insight analysis to improving customer support, AI speeds up decision-making but always in service of company strategy. Building empowered product teams - why Jamie invested early in product ops and product marketing instead of hierarchy, and how she's now preparing to scale with Product Directors. Commercial product management - the importance of PMs with business acumen who can link solving customer problems with driving commercial outcomes. Executive alignment as the hardest (and most valuable) job - why alignment across the C-suite is the best air cover a leader can provide for their teams. Lessons from leadership - why some of the hardest decisions are killing months of work, the surprise of soft skills dominating the CPO role, and why leadership still matters in the AI era. Check out Trusted Housesitters Check out Trusted Housesitters' website: https://trustedhousesitters.com/, or their careers page: https://www.trustedhousesitters.com/careers/. Connect with Jamie You can connect with Jamie on LinkedIn: https://www.linkedin.com/in/jamiemercer/.

Shiri Mosenzon Erez, Chief Product Officer at commercetools, shares her journey from consulting to leading product teams in e-commerce innovation. She explains composable commerce as a flexible, API-first solution that empowers enterprises. Shiri discusses the strategic decisions behind building vs. buying tools and how AI agents enhance customer interactions. She emphasizes effective collaboration within product teams and the emotional aspects of decision-making. Tune in for valuable insights on leadership in the rapidly evolving commerce landscape!

Hannah Kershaw, Chief Product Officer at Domestic and General, brings a wealth of experience from her marketing and product leadership roles. She explains how her company provides essential repair and replacement services for appliances, powered by a vast network of partnerships. Hannah shares insights on building product teams from the ground up and navigating the complexities of customer service in a partner-led ecosystem. She also highlights the evolving dynamics in product management and the importance of agility and effective communication.

In this episode, I speak with Simon Cross, Chief Product Officer - now Chief Product & Technology Officer (congrats, Simon!) - at Native Instruments, a company at the heart of global music production. Music lover Simon's journey spans broadcast engineering at Global Radio, product roles at the BBC, product leadership at Meta, and now, shaping the future of audio tools for creators worldwide. We cover a lot, including: What Native Instruments actually does: From DJ hardware to post-production tools for Netflix and the BBC, plus powering other companies' products via their platform. The intersection of creativity and technology: How Native Instruments empowers artists with tactile, high-fidelity tools, and why they're a side-gig for superstar DJs on staff. AI in music creation: Where it fits, where it doesn't, and the ethical principles Native Instruments uses to ensure artists retain full creative control. Product in a hybrid model: Balancing perpetual licences and growing subscription models, and how business models shape product release strategies. Pragmatism over idealism: Why product managers must adapt frameworks to the business "physics" of their company, especially in an era of tighter budgets. A unique form of product management: Building physical hardware, mission-critical desktop software, and cloud services... all under one roof. Team structure and specialisms: How PMs, designers, engineers, QA, and unique "sound designers" collaborate to shape sonic outcomes. Why legacy is both a strength and a constraint: Navigating customer expectations, technical debt, and platform longevity. Why big-shot product leaders from established big tech companies need to take a pause and not just try to install something that worked before in a company with a very different context. Check out Native Instruments Check out Native Instruments' website: https://www.native-instruments.com/, or their careers page: https://www.native-instruments.com/en/careers/. Connect with Simon You can connect with Simon on LinkedIn: https://www.linkedin.com/in/sicross/.

Benji Portwin has a CV stuffed with recognisable names, from Spotify to Monzo bank, alongside product leadership roles at accuRx and New Look. These days, he's running an agency dedicated to helping organisations learn how to design and build awesome products. Benji's hot take? Having been diagnosed with ADHD relatively recently, he's come to regard ADHD as somewhat of a superpower for product managers, and something that enables him and others to be more effective at their jobs rather than being something to be suffered from. Find Benji on LinkedIn: https://www.linkedin.com/in/benjiportwin. Or check out People Building Products: https://pbp.team/

Shobhit Chugh is a former Google PM who now helps product managers build their own brand, habits, confidence and career with Intentional Product Manager, and he also runs his own podcast of the same name. Shobhit's hot take? That too many product managers think that their work will speak for itself but, if they want to get ahead, they should start relentlessly promoting themselves; both inside and outside of the company they work for. Find Shobhit on LinkedIn: https://www.linkedin.com/in/shobhitchugh/. Check out Intentional Product Manager: https://www.intentionalproductmanager.com/ Check out my appearance on The Intentional Product Manager podcast: https://www.buzzsprout.com/2399157/episodes/16218073-fractional-product-management-with-jason-knight  

Valeria Stromtsova is a Product Manager who traded fintech for sustainability and now works at Treeapp, helping plant trees where they're needed the most. Valeria's hot take? That product managers need to take the lead in creating a sustainable future, making sure they make a difference by considering the impact of their product decisions on their users, their stakeholders... and the planet we live on. Find Valeria on LinkedIn: https://www.linkedin.com/in/lerastromtsova/.

Welcome to CPO Stories! In this new "podcast within a podcast", I'll be speaking to executive product leaders from the UK's biggest companies as well as up-and-coming stars of the future. I'll be digging into how they approach product management within their organisations, how they approached the leap into executive product leadership and trying to get some deep insights into how they view product management practices and culture. If you're a CPO and would like to come on, drop me a line! Or, forward this episode to your CPO and tell them you want them to come on 🙂 About this Episode In this episode, I speak with Bhavesh Vaghela, Chief Product & Technology Officer at London Marathon Events. Bhavesh started out working as an engineer at HP before a rich career journey through Barclays, TSB, Callsign and Collinson, before moving into the CPTO role at London Marathon Events. We cover a lot, including: What London Marathon Events actually does beyond race day, and how it drives physical activity across society How London Marathon Events approaches Product in a hybrid digital/physical world, and why product goes far beyond apps and websites Balancing a seamless B2C customer experience with the hard technical demands of world-class live events What it means for Product and Technology planning when the date can't slip, and getting it wrong could ruin a world record attempt Balancing the CPO and CTO hats: how combining Product and Technology under one role can drive alignment and delivery in the right type of organisation Product Management at London Marathon Events: a small team of unflappable, smart people driving high impact with strong purpose Why domain expertise matters, but curiosity matters more, and what to do when everyone has an opinion about your product The importance of building a culture of learning through experimentation, humility, air cover and making it ok to fail Why now is a brilliant time to join London Marathon Events: purpose, opportunity, and the irresistible rise of running Check out London Marathon Events Check out London Marathon Events' website: https://www.londonmarathonevents.co.uk/, or their careers page: https://www.londonmarathonevents.co.uk/london-marathon-events/careers. Connect with Bhavesh You can connect with Bhavesh on LinkedIn: https://www.linkedin.com/in/bhaveshvaghela/.