Scaling Authentic Customer Experience Across Markets with AI

AI is helping teams build products and reach new markets faster. How do you make sure customers still feel understood?

Join Boston Product Management Association for a conversation with Sahil Gambhir, CPO at Lokalise, and Ennio Carboni, Head of Product at AWS Private Pricing & Executive Engagements, about preserving customer experience as products scale across languages and markets. We’ll explore how product managers and product marketing teams can use AI to create experiences that feel relevant, familiar, and worthy of trust.

Why this matters

A campaign can attract the right customer, yet an unfamiliar phrase in onboarding or a confusing support interaction can weaken that connection. As teams produce more with AI, those details deserve deliberate attention.

As products expand into new markets, customer expectations change—from the words people use to what earns their trust. For product teams, the challenge is understanding those differences and using AI thoughtfully to create experiences that feel relevant at every step, from discovery and onboarding to everyday use and support.

What we’ll explore

• What makes a product feel built for people in a particular market?
• How can teams adapt tone, terminology, and messaging while keeping a recognizable brand?
• Where can AI help teams scale, and which moments need human judgment?
• How can product, marketing, and support share what they learn about customers?
• What can activation, conversion, and retention tell us about whether an experience is working locally

Who should attend

Product managers and leaders, founders, and colleagues in product marketing, growth, design, and customer experience who are building for multiple markets or thinking about international expansion.

Meet Sahil Gambhir

Sahil Gambhir is Chief Product Officer at Lokalise and previously served as CPO at Hotjar. His experience leading product, design, and analytics teams across consumer and B2B software brings a practical perspective on building products for different audiences and markets.

Meet Ennio Carboni

Ennio Carboni is Head of Product at Amazon Web Services and previously led Product at SS&C Eze, and CloudHealth by VMware. His work leading AI-driven automation at AWS gives him a hands-on view of scaling experiences people trust at a global scale.

Join the BPMA community: Bring the customer experience questions your team is working through and join fellow members of Boston’s product community for a practical conversation about growth, trust, and building with AI.