S5 | 459: Product leaders and the customer experience with Jess Keeney, Duck Creek Technologies
About the Episode
Today we’re going to talk about the role of product leaders in shaping the customer experience, and how continuous learning and continuous improvement help build great product teams.
To help me discuss this topic, I’d like to welcome Jess Keeney, Chief Product Officer at Duck Creek Technologies.
About Jess Keeney
Jess Keeney is Chief Product Officer at Duck Creek Technologies.
As chief product officer (CPO), Jess leads Duck Creek’s product vision to drive value for customers, partners and system integrators.
Jess is a champion of improving the customer experience and leads with a forward-thinking attitude toward deepening the connection between products. Prior to joining Duck Creek, Jess worked at ZoomInfo Technologies Inc. (NASDAQ GS: ZI), a leading go-to-market intelligence platform, and UKG, a multinational technology company providing workforce and human resource management services, where she led product and engineering teams that delivered innovative multi-channel solutions and thought leadership to customers.
Jess joined Duck Creek on April 11, 2022 with more than 15 years of experience delivering B2B products at an enterprise scale across multiple industries. Jess has been featured in multiple publications and spoken at events within the software community on the topics of creating product vision, fostering a culture of innovation, improving the employee experience, women in technology, and authenticity in the workplace. Jess earned her Bachelor of Business Administration degree from the University of Massachusetts – Amherst, as well as her Juris Doctorate from the Washington College of Law at American University.
Resources
PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding!
Duck Creek Technologies website: https://www.duckcreek.com/
Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com
The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
Synopsis
Understanding customer trends and changing buying behaviors is crucial for delivering value to customers in a timely manner. This episode emphasizes the importance of staying aware of customer trends, changes in buying behavior, and how technology is evolving. By staying informed about these factors, product leaders can effectively deliver value to their customers. The episode suggests that those who understand technology and its value to the customer can repeatedly succeed in delivering value and continuously refine their skills in this area. Overall, the episode highlights the significance of keeping up with customer trends and adapting to changes in buying behavior to ensure the delivery of value.
Continuous learning and improvement are crucial in adapting to the rapid pace of change in technology and consumer trends. The episode emphasizes the need for product and technology teams to be constantly curious and willing to push their limits. While it is important to not experiment with new technologies at the expense of customers, teams must strive to understand how to leverage these technologies in a safe and meaningful way. This requires self-learning and staying updated on new technologies and patterns of working better with others, including customers and colleagues. Continuous learning has no downside and is essential for delivering value to customers. The episode also highlights the importance of making continuous learning a norm in product development, encouraging employees to be curious and learn from their mistakes in a safe environment. By understanding the changing technology landscape and its value to customers, teams can deliver products that meet customer needs and refine their skills over time. Ultimately, continuous learning and improvement are key factors in successfully adapting to the rate of change in technology and consumer trends.
In the episode, the speakers discuss the importance of encouraging and empowering curiosity and learning from mistakes in a safe environment. They highlight that when people are given the freedom to be curious and make mistakes without fear of negative consequences, they are more likely to continue trying new things and pushing their boundaries. This, in turn, leads to continuous improvement and innovation.
The speakers emphasize that the more individuals expose themselves to change and discomfort, the more comfortable they become in these situations. They explain that by continuously trying new things and quickly figuring out what works and what doesn't, individuals become better at adapting to new challenges. This creates a safe environment for everyone involved, and it becomes almost addictive, with everyone wanting to continue exploring and learning.
Continuous learning is also highlighted as a crucial factor in the success of product and technology teams. The speakers stress that curiosity and a willingness to learn are essential for success. They mention that individuals should always be a little uncomfortable and constantly be pushing their limits. However, they caution against trying something completely new at the expense of customers. Instead, they emphasize the importance of understanding how to leverage new technologies in a safe and meaningful way.
The ability to self-learn is also emphasized as a valuable skill. While organizations may provide learning paths and training, the speakers note that the best individuals at continuous learning are those who actively seek out knowledge and educate themselves. They mention that there are various forms of learning available, such as reading, podcasts, and other resources, which are becoming quicker and easier to access. They encourage individuals to be proactive in their learning and constantly seek faster ways to acquire new knowledge.
Overall, the episode highlights that encouraging and empowering curiosity and learning from mistakes in a safe environment is essential for continuous improvement and innovation. By fostering a culture of curiosity, organizations can create an environment where individuals are motivated to explore, learn, and innovate, ultimately leading to greater success.
Jess Keeney, Chief Product Officer, Duck Creek Technologies
