How do you prioritize customer experience for growth?

Maya Keekattil

Chief Product Officer · Cin7

Put the customer at the center

Maya Keekattil says to put the customer at the center, or remind everyone of deep customer obsession, because you're selling a solution to a problem and that lets you meet the mandates you're given.

The answer starts at 17:28.

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Peter Sellis

Senior Vice President, Product · Discord

Improve performance for core users

Peter Sellis says to prioritize core users by making the product perfect for them; he says this was positive at Snap and Discord, where fixing even small bugs for gamers created strong positioning.

Pasquale DeMaio

Vice President · Amazon Web Services (AWS)

Analyze every conversation

Pasquale DeMaio says he encourages customers to analyze every conversation, asking whether it felt like a good experience and whether the problem got solved, rather than measuring things like average handle time, which he says can be gamed.

The answer starts at 11:54.

Manoj Leelanivas

President, HP Solutions · HP

Listen to customers

Manoj Leelanivas argues you must listen to customers and frontline employees, saying that shapes what needs to be looked at from a business perspective.

The answer starts at 10:49.

Ravi Mehta

Angel Investor · Traveljoy

Spend more time on the customer

Ravi Mehta says leaders should spend more time understanding and solving for customers versus their own goals, because focusing mostly on internal goals leads companies to lose touch with their market.

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Faith Forster

Chief Maker · Discoveree For Product Leaders & Managers

Work alongside customers

Faith Forster argues teams should work alongside customers, watching how they use the product to spot friction and improve, because AI makes it easier and shifts the definition of done to adoption.