Episode#16: How do I delight my customers? -with Nesrine Changuel (product coach & trainer)

In this conversation, Tanja Lau and Nesrine Changuel explore the concept of customer delight, emphasizing the importance of emotional connections in product experiences. They discuss how delight can be created even in seemingly boring products, the significance of understanding and measuring delight, and the business case for investing in delightful features.

Nesrine spent 12 years of her product management career embedding Delight into tech products. At Spotify, she consistently wove emotional features alongside functional ones, managing to introduce engaging experiences within a fast-paced and highly competitive backlog. At Google Meet, Nesrine served as the Delight PM, where her mission was to bring fun and joy to video calls. Across these two unique environments, she has introduced Delight under various constraints, and is excited to share these experiences with you.