Twilio CPO on Integrating AI into Product Strategy to Grow Revenue | Inbal Shani | E272

AI is not a strategy if you first think about what is the problem you're trying to solve and then find the right tool. But you cannot take a tool and make it into a strategy. You have to educate yourself on what AI is, from machine learning models to AGIs today. Each one of them has a cost. Each one of them has a pros and cons. Now, as a product manager, you're defining a world that is much more behavioral because that world is not deterministic anymore. So when you're calling someone and you wanna talk to support and instead of having these one, two, three clicks, you are talking to an AI agent that is similar to a human engagement. We wanna make sure that we are doing the right service for our consumers, not necessarily just our customers. How am I making sure that when you get that message, you trust it? Hey. This is Carlos, CEO at Product School and your host on the Product Podcast. This episode is special because we recorded it live at product.comai, our online conference for product leaders passionate about building better products with AI. Today's guest is Imbai Shani, the Chief Product Officer at Twilio. Twilio is the leading customer engagement platform trusted by over 320,000 businesses worldwide and a market cap of over $18,000,000,000 Imbai is an AI pioneer who previously led the launch of GitHub Compiling, one of the most groundbreaking product launches to mark the beginning of how engineers approach writing code with AI. At Twilio, she leads the company's portfolio of products and finds ways for AI to improve customers' data experiences. During our conversation, Ima goes deep into why AI adoption itself is an strategy, and how to truly incorporate AI into a product strategy, how to measure the impact of AI on business outcomes such as customer satisfaction and productivity, and the key technical skills any PM needs to thrive in the agent. Let's dive. This episode is brought to you by Persona, the adaptable identity platform that helps businesses fight fraud, meet compliance requirements, and build trust. For example, how can you know you're really listening to me, Carlos, and not my AI voice clone? These days, it's easier than ever for fraudsters to steal voices, faces, and identities. That's where Persona comes in. Helping leading companies such as LinkedIn, OpenAI, Etsy, and Twilio to securely verify individuals and businesses worldwide, going far beyond traditional identity checks. Of course, every company has different needs depending on its industry, use cases, risk tolerance, and user demographics. That's why Persona provides flexible building blocks that allow you to build tailored verification flows that maximize conversion while minimizing risk automatically. Whether you work at a start up or large enterprise, listeners to the product podcast can get started for free by visiting with persona.com/productschool. That's with persona.com/productschool. Welcome back to the product podcast, InBak. Oh my god. It's so great to be here. Thank you …