When Software Disappears: Building AI-Era Products That Actually Get Used

This episode digs into how to build and grow products in the AI era without losing sight of customer pain. Hiten traces his path from self-funded analytics tools like Crazy Egg and KISSmetrics to a security startup acquired by Dropbox, emphasizing pain finding, measurable goals, and constant user research. He argues that most SaaS is really business intelligence, that AI-powered features often work better when you don't label them as AI, and that software should disappear into services so customers just see problems getting solved.