Caroline Hynes, Director of Product at AI-based customer engagement platform Zendesk, discusses why CX leaders need a comprehensive customer view
1. Tell us how you came to be the Director of Product at Zendesk. What does your role entail?
As the Director of Product, I have the responsibility for our analytics product, Explore. I lead a team of product managers and collaborate with our customers, Engineering, Design, Sales, Product Marketing and Support teams to identify customer and market needs to help inform our product roadmap.
One of my favorite parts of my role is working with customers to understand their needs, what they enjoy about the product. But, for me understanding the gaps or friction points for their use cases and trying to solve them as best as possible, is also integral to the role.