Hey Product people,

How do we integrate empathy into our product management practices in a meaningful way?

This week on the Product Thinking podcast, I had the pleasure of speaking with Somer Simpson, VP of Product at customer.io. We explored the critical role of empathy, not just towards our customers, but also within ourselves as product managers.

Somer shared her journey and insights on how self-reflection can help us develop genuine empathy for others.

"Life is balanced chaos. I tell a lot of my product managers: don't be afraid when things feel crazy, lean into that. Like when you go whitewater rafting, if you fall out, don't fight it. Just relax and go with the flow, and you're more likely to survive."

We talked about how embracing chaos can spark innovation, and how to use AI to better understand customer needs without losing the human touch.

Have you had moments where embracing the chaos led to breakthroughs in your product strategies? I’d love to hear your thoughts. Join the conversation on LinkedIn or reply to this email!

🎧 Listen to the full episode here: Apple | Spotify

Looking forward to hearing from you!

See you soon,

Melissa Perri

Founder Product Institute, Board Member, and Teacher

You'll hear us talk about:

13:00 - Embracing Chaos in Product Management

Somer discusses the need to be comfortable with chaos as a product manager. Like whitewater rafting, being a PM is about leaning into chaos rather than resisting it. This helps managers better discern patterns and innovate effectively.

16:30 - Developing True Empathy

Somer explains that empathy goes beyond the simple observation or acknowledgment of customer pain. It involves accepting others' perspectives as valid. She relates this concept to personal growth, suggesting that self-acceptance is crucial for developing authentic empathy

37:49 - Human Touch in Innovation

Somer believes that humans play an irreplaceable role in innovation, despite advancements in AI. While AI can increase efficiency, it's the human understanding and care for customer problems that truly drive product success.

Episode resources:

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