Feedback Is Just the Start: How Acting on It Increased Zipcar’s NPS by Over 50% | Nishaat Vasi, CPO

We’ve all been witness to how AI collapses the org chart: leaders are back to doing IC work, ICs are shedding the busy work, and teams are shipping features in two-week sprints that used to take a year.

Our guest today is Eric Anderson, SVP of Product at Datasite, the virtual data room platform where billion-dollar M&A deals get done. He walks us through how a real-life, AI-first team has made progress in adoption and the difficulties along the way.

In this episode, Eric shares:

• How the "The contract has changed" as the PM role has evolved. It’s not a layoff story - but product has collapsed back to subject-matter expertise, judgment, and taste
• Inside their “iteration zero” process: where PRDs are written live in the meeting, prototypes are wired to real data, and what the new bottleneck is now that building is fast
• Plus how you build trust in your AI product when a billion dollars is on the line: citations for everything, correlation, not imperative statements, and why nobody lets the computer decide

Links

LinkedIn: https://www.linkedin.com/in/nishaat-vasi/
Zipcar: https://www.zipcar.com/

Resources

The Right Kind of Wrong by Amy Edmondson: https://www.simonandschuster.com/books/Right-Kind-of-Wrong/Amy-C-Edmondson/9781982195069

Chapters

00:00 Intro
03:37 Zipcar and the customer experience wake-up call
05:27 Ditching the email survey for real-time feedback
09:55 Turning NPS into OKRs
13:13 The top 3 priorities: Cleanliness, damage, and maintenance
16:51 The zero-cost pilot that now saves millions of dollars
25:42 The issue with "AI theater"
27:43 How genAI spotted a hidden fuel card problem
32:13 Conclusion

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