In a recent LinkedIn post, product management expert Melissa Perri highlights a counter-intuitive trend emerging in the age of artificial intelligence: the increasing importance of direct customer interaction.
Perri shares insights from a conversation with Srinivasan Raghavan, CPO at Freshworks, featured on the Product Thinking Podcast. While many professionals are engrossed with adopting new AI tools, Raghavan is doubling down on customer engagement.
“I personally talk to at least five to 10 customers per week, and that’s like at least a third to half of my time every week is talking to customers.”
Perri emphasizes the significance of this commitment, noting that a Chief Product Officer dedicating such a substantial portion of their time to customer conversations is a deliberate choice. This approach, she argues, is a strategic differentiator in a rapidly evolving technological landscape.
The Enduring Value of Human Connection
Perri posits that while tools like AI and design software are transient, the focus on customer outcomes and obsession with understanding user needs remains a timeless principle. As she points out, the proliferation of AI tools is democratizing certain aspects of product development.
“Anyone can generate user stories with AI now. But can you champion your customer’s real world to your engineering team?”
This raises a critical question for product leaders: in an era where AI can automate many tasks, what truly sets a product and its team apart? Perri suggests that the human element – the ability to deeply understand and advocate for the customer – becomes the key competitive advantage.
Navigating the AI Landscape
The challenge, according to Perri’s analysis of Raghavan’s perspective, is not to shun AI but to use it wisely. The ability to discern which AI tools are genuinely beneficial for users, rather than simply chasing the latest trend, requires a strong foundation of customer understanding. As Perri writes:
“In the age of artificial intelligence, authentic customer intelligence matters more than ever.”
She encourages product managers and leaders to reflect on their own practices. The core question Perri leaves her audience with is a direct challenge to their current routines:
“How much time are you spending in direct customer conversations each week?”
Perri’s post serves as a timely reminder that amidst the buzz around artificial intelligence and automation, the fundamental practice of deeply understanding and connecting with customers remains an indispensable strategy for product success and a powerful source of competitive differentiation.
📝 About This Content
This article is based on insights shared by Melissa Perri on LinkedIn.
📅 Originally posted on December 3, 2025 | View original post on LinkedIn →