Episode 224: Why Empathy Is a Product Superpower with Somer Simpson

Product Thinking

In this episode, Somer Simpson, VP of Product at Customer.io, joins us to discuss the role of empathy in product management. With a wealth of experience in online media and startups, Somer shares how product managers can drive innovation by cultivating empathy for customers and themselves.

She explores how you can have a human-centered approach when crafting products and how self-reflection grows empathy for customers. Somer also highlights the balance between using AI to close knowledge gaps and maintaining a human touch to truly understand user needs.

Are you ready to discover how empathy can improve your product strategy and execution? Don't miss this conversation that offers wisdom for product managers at every career stage.

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:

Somer on LinkedIn: https://www.linkedin.com/in/somersimpson/

Customer.io website: https://customer.io/

Check our new course: https://productinstitute.com/p/mastering-product-strategy-overview

Timestamps:

00:00 Introduction

02:50 Dear Melissa

16:30 Empathy starts with yourself

22:29 Curiosity, failure, and building customer love

28:47 Meaningful discovery and avoiding chaos

33:28 AI can't replace empathy