How can generative AI be used to transform product management? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Uniphore CPO Tushar Shah shares insights on how Uniphore is leveraging generative AI to transform product management and enable enterprises to harness the technology across various business functions. Tushar discusses Uniphore’s evolution from a SaaS company to a platform provider, allowing customers to deploy large and small language models tailored to their specific industry and use cases. He highlights the importance of understanding customer journeys and using AI to identify opportunities for improving self-service experiences and reducing customer service costs.
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Show Notes:
- Tushar Shah is the Chief Product Officer at Uniphore, a leading enterprise AI company.
- Uniphore has over 1600 customers in 20 countries and has evolved from a SaaS company to a platform provider.
- Uniphore has leveraged the advancements in generative AI to enhance its products and services.
- Tushar’s role involves enabling enterprises to harness the power of generative AI across various business functions.
- Tushar’s career journey includes experiences in telecom, banking, and payments, which shaped his product management approach.
- Defining moments in Tushar’s career include understanding the importance of customer needs and maintaining customer satisfaction.
- Influential mentors like Bill Reddy and David Marcus taught Tushar the value of focusing on the customer and user experiences.
- Navigating the transition from remote to hybrid work has been a key focus for Tushar and his team.
- Diversity of thought and co-location (or significant time zone overlap) are crucial for Tushar’s team structure.
- Uniphore is now productizing its core platform capabilities to make them available to customers.
- Tushar’s team is leveraging generative AI internally to drive efficiency across various business functions.
- Listening, accountability, and diversity of thought are Tushar’s top best practices for product management.
- Cultural nuances and biases need to be addressed when deploying generative AI solutions.
- Tushar believes AI will integrate into product management tools like Aha, Dev, and JIRA in the next year.
- Leveraging AI to understand customer journeys and create better products is a key focus for Tushar.
- AI can help identify opportunities to improve self-service experiences and reduce customer service costs.
- Tushar emphasizes the significant role AI will play in shaping product management in the coming years.
- Uniphore’s platform enables the deployment of large and small language models tailored to specific industry and use cases.
- Tushar’s team is exploring ways to leverage generative AI to drive knowledge management and AI at scale.
- Uniphore’s evolution from specific applications to a platform provider reflects the company’s strategic shift.
About the speaker
Tushar Shah has held numerous leadership roles throughout his career. He joins Uniphore from NationBenefits, where he served as president and CEO of Fintech, driving approximately $1B worth of spend. Prior to that he was the senior vice president at PayPal where he led product and engineering, and managed credit, identity, risk, compliance, customer service, machine learning and AI platforms. Shah also played a role in the critical aspects of the separation between PayPal and eBay in 2015 and in the rapid growth of PayPal’s market cap since then. Among his other leadership roles is spending a decade at Bank of America as a technology senior executive for consumer banking, e-commerce, sales and services and software engineering. Earlier in his career, Tushar worked in IT for Teleglobe (Bell Canada) and customer care for Broadslate Networks and WorldCom (Verizon).