Customer-centricity is a cornerstone of successful product operations. This panel examines how to operationalize feedback from customers, support teams, and sales into measurable product improvements. Panelists will share frameworks for building feedback loops that drive product impact and align cross-functional teams.

Product organizations invest in strategy docs, roadmap processes, and prioritization frameworks. Yet the same dysfunctions persist: unclear requirements no one questions, features that derail strategy but preserve relationships, sunk-cost projects everyone knows should die. The problem isn't the process. It's courage. This talk names the courage gap: the pattern where product leaders have authority but don't use it. Where "just do it" replaces "why are we doing this?" Where avoiding a hard conversation today creates months of expensive churn tomorrow. The attendees will leave with a simple diagnostic framework they can apply to any active initiative to spot courage gaps (the conversations not happening, the requirements no one questions, the sunk costs no one kills), and four practical moves they can use in their next meeting, without needing budget, buy-in, or a culture change initiative.