"Technology doesn't replace service; it helps it scale." - Anuar Chapur

Most product leaders build software. Anuar Chapur, Chief Product and Technology Officer at The Palace Company, builds memorable experiences for guests staying at his family’s luxury resorts across Mexico, the Caribbean, Italy, and the Maldives.

In this episode of Hard Calls, hosted by Trisha Price, Anuar shares how he applies product thinking to in-person guest experiences. Anuar’s thinking goes beyond software. He and his team use AI and data to scale human connections at each resort, which Anuar calls "coloring moments" that guests remember long after checkout.

Here's what you'll discover:

The hard call: Transforming a family’s 40-year legacy. Anuar shares the difficult decision to transform the family business into a product-led organization to deliver the best guest experiences, knowing there was no Plan B for him.

How product thinking led to scalable human connections. At The Palace Company, product management isn't just about digital experiences—it's about orchestrating exceptional in-person experiences and service. Anuar explains how technology can amplify what makes hospitality magical, rather than automate the magic away.

Exceptional service sits at the intersection of data, taste, and product sense. Anuar set out to change the way the company handled feedback and introduced a decision process based on data, not gut reactions. He also reveals how he adapted the concept of "unreasonable hospitality" to empower his team to use AI and data to proactively create moments of delight for guests at scale.

Rebuilding the leadership team’s mindset for transformation. Whether you inherit a team or build one from scratch, you need people who are eager to make an impact and create something exceptional. Anuar shares why he rebuilt his leadership team with the right skillsets, product thinking, and obsession over the customer.

Episode Chapters

• (00:00) Introduction: Product Leadership Beyond Software
• (06:35) The Hard Call: Transforming Your Family's 40-Year Legacy
• (11:47) What Product Management Looks Like in Luxury Hospitality
• (16:30) Using AI to Scale Human Connections, Not Replace It
• (21:00) Building Healthy Conflict in a Conflict-Avoidant Culture
• (24:27) Creating "Coloring Moments" That Guests Remember
• (27:00) How Digital Products Create In-person Experiences
• (31:30) Rebuilding the Leadership Team for Transformation
• (36:00) Closing: When Your User Interface Is a Human Being

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Presented by Pendo. Discover more insights at pendo.io or connect with Trisha Price on LinkedIn.