How can product leaders excel when navigating product leadership in uncertain times? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, NEOGOV CPO Denise Hemke speaks on navigating the role of product leadership during a period of significant change and uncertainty. Denise shares insights on balancing compliance and innovation in a regulated government software space, the evolving expectations of the Chief Product Officer, and strategies for continuous learning and transparency within product teams. She also discusses the impact of AI on product management, including opportunities for automation, improved decision-making, and personalized customer experiences.
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Show Notes:
- Denise dedicates time to helping others learn about product management through Products That Count.
- NEOGOV’s mission is to serve the people who serve the people by providing HR and public safety software for small to medium-sized government entities.
- Focus on executing the existing product strategy while also launching new products, with a goal of deepening integrations across the product portfolio to delight customers.
- Navigating compliance requirements is a significant part of the CPO role. Balance this with opportunities for innovation and efficiency.
- The role of the Chief Product Officer has evolved to be more strategic and business-focused. There is a greater emphasis on investment decisions, profitability, and business impact.
- Measure success through metrics beyond traditional pipeline and revenue. For example, customer effort scores and the average number of products per customer.
- Believe in continuous learning through diverse sources, including industry podcasts, online courses, and leveraging a network of peers and mentors.
- Prioritize transparency and sharing within the product team, creating monthly product demo shows to foster collaboration and feedback.
- AI is changing how product teams work, with examples of AI assistants automating low-value tasks and improving decision-making.
- AI is also enabling more efficient and personalized customer experiences. Additionally, AI-native systems can fundamentally change how products are delivered.
- Likewise, AI is a way to augment product managers, allowing them to focus on more strategic and customer-centric work.
- Maintain a growth mindset and be agile in the face of constant change and new technologies.
- Product leaders must have a strong business acumen and partner closely with sales, marketing, and other functions.
- Product managers should be proactive in seeking out mentors and peers, as a way to validate their work and learn from others’ experiences.
- Customer effort scores can be used as a leading indicator of churn. Moreover, this allows teams to invest in the right areas to improve customer satisfaction.
- The monthly product demo shows help build relationships and foster collaboration within the large, virtual product team.
- AI is a way to automate certain tasks and free up product managers to focus on more strategic work.
- The future of product management will involve more personalization and AI-native systems, but the human element will remain crucial.
- Maintain a growth mindset and be adaptable in the face of constant change and new technologies.
- Focus on transparency, continuous learning, and building strong relationships within the team.
About the speaker
As the Chief Product Officer at NEOGOV, Denise leads the strategy for public sector HR and Public Safety software, driving innovation, customer satisfaction, and excellence. Her experience at Checkr as Chief Product Officer saw her delivering customer-focused products and promoting a fairer future. Denise’s notable career spans over two decades, with significant roles including GM for Analytics at Workday, where she launched new products and grew the business to over $200 million in ARR. Her background includes leadership positions at Platfora, Salesforce, HSBC, and AT&T, showcasing her expertise in enterprise product development and a commitment to technological advancement and customer success.