Empathy & Arrogance

The Paradox of Digital Products

The power of empathy and arrogance to create digital products that turn our customers to true brand fans.

In the past decade, digital products have penetrated our daily lives and become an extension of ourselves. Digital products are more than technology, they are about people, our customers. These products, when built right, impact customer lives and behavior. Our customers become our true brand fans. As technologists, we sometimes think we know it all when in reality our assumptions and knowledge have gaps.

Through the intersection of business strategy, customer experience, technology, and data, this book equips us with a mindset to identify moments of blind arrogance and empowers us to instead be empathetic arrogant so our knowledge is grounded in the understanding of the customer and the problem we are solving.

Brilliant! Such an interesting read! Chock full of great content and examples.

This is a great guide for both experienced and new product managers to pick up, providing a refreshing reminder about the way we should approach our work.

A very worthy read for those new to digital products, thinking about a career in digital products, or looking to cultivate a product mindset.