Pranav Shukla is a Senior Product Manager at Redcare Pharmacy, Europe’s leading e-pharmacy, where he owns the end-to-end roadmap for the conversational AI layer spanning chatbot, voicebot, and email automation across pharma advisory and customer service. He joined Redcare after leading the generative voice AI platform at Audible by Amazon, where his work spanned model evaluation, creator-facing AI tooling, and platform scaling. Pranav brings an engineering-grounded approach to product, comfortable sitting with data science and ML teams on the technical detail while staying anchored to the business outcome a feature is meant to drive. That’s the lens he brings to this panel’s question of proving CX value beyond satisfaction scores.