User empathy, feedback loops, and what not to build - product engineering with Jack Ryan (opens in new tab)

Kent talks with Jack Ryan, Principal Engineer at Intercom, about product engineering at scale: why implementation is only part of the job, how to broaden what you measure as success beyond shipping tickets, and why customer feedback is an input, not a product roadmap\. They cover startup lessons from property tech, metrics vs\. conversation, AI-era decision-making, performance trade-offs, PM/engineering overlap, and practical ways engineers can tighten feedback loops without outsourcing judgm...