Episode 259: Simplifying AI for Global Customer Impact with Srinivasan Raghavan

Product Thinking

Srini Raghavan, Chief Product Officer at FreshWorks, joins Melissa Perri to discuss the evolving role of product management in the age of AI. He explores how product managers are transforming into "product builders" with AI as a catalyst for more integrated roles, collapsing traditional processes, and enabling rapid prototyping.

Srini dives into the impact of AI on enhancing customer and employee experiences at FreshWorks. He shares insights on how AI agents are handling repetitive tasks, improving satisfaction, and delivering real outcomes through a relentless focus on customer needs.

Curious about how AI is reshaping product management and the role of product managers? Tune in to hear Srini's insights on leveraging AI for creating uncomplicated user experiences and driving outcome-focused innovation.

You’ll hear us talk about:

• 05:15 - Transforming Product Managers into Product Builders

Srini discusses the shift towards product managers becoming more involved in design and prototyping phases, with AI reducing the need for separate UX and engineering inputs early on.

• 18:45 - Enhancing Experiences with AI Agents

Learn about FreshWorks' approach to using AI agents to handle repetitive tasks and improve user satisfaction, providing a more human-like experience.

• 28:30 - Delivering Uncomplicated User Experiences

Srini explains the importance of simplicity in product setup and management, aiming to serve a diverse range of customers with straightforward user experiences.

Episode resources:

Srini on LinkedIn: https://www.linkedin.com/in/srinivasan28/

Freshworks website: https://www.freshworks.com/

Check our courses: https://productinstitute.com/