Hi Product people,

How do we leverage AI to improve digital experiences while keeping a human touch?

This week on Product Thinking, I had the pleasure of speaking with Lucie Buisson, Chief Product Officer at Contentsquare. Lucie delved into the topic of AI in product management and how it can drive more productive and meaningful customer interactions.

"The next level of customer happiness is the ability of a website to understand your intent and to personalize your experience not just based on your demographic, but on what you are trying to achieve."

Lucie shared how AI is not just a tool for operational efficiency, but a strategic asset that can help product managers better understand and anticipate customer needs. Her insights into creating a more conversational and intent-driven digital experience were truly eye-opening.

We also discussed the potential of AI to bridge gaps between quantitative data and qualitative insights, ensuring that empathy remains at the heart of product development.

Have you incorporated AI into your products yet? I'd love to hear how it's shaping your strategy. Reply here or join the conversation on LinkedIn!

🎧 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:

17:37 - The Importance of Data Collaboration

Lucie explains how marketing, product, design, and engineering should collaborate using shared data to optimize the entire customer journey. She emphasizes the importance of a unified understanding of customer needs to avoid a fragmented experience.

28:24 - Future of Conversational Experiences

Lucie highlights the emergence of AI agents in creating hybrid digital experiences. She predicts that future interactions will largely be conversation-driven. This will allow for more personalized customer experiences based on real-time needs.

35:49 - Adapting to AI-driven Customer Interactions

Lucie advises brands to begin integrating AI into their customer interaction strategies to avoid becoming obsolete. She warns that failing to do so risks losing emotional connections with customers, as third-party AI agents become more prevalent.

Episode resources:

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