In the past few years, the pace of AI development has accelerated dramatically, and organizations are racing to adopt these capabilities at scale. Alongside this rapid growth, a new generation of product leaders has emerged, tasked with bringing complex AI technologies to life in ways that are both effective and responsible. Shruti Tiwari stands out among them as one of the most accomplished voices in AI product management. She has consistently elevated the field, solving difficult problems and earning industry-wide recognition.
At Dell Technologies, Tiwari has led some of the company’s most ambitious AI initiatives, redefining how technology can deliver measurable business outcomes and enhance customer interactions. A central example is Dell’s Next Best Action (NBA) engine, an AI troubleshooting engine that helps agents and customers resolve issues, where she plays a critical role in expanding the engine to customer self-service portals and agent productivity tools. The NBA engine integrates customer context, historical data, personalization, and business rules to generate dynamic troubleshooting recommendations in real time. This has improved problem resolution and customer satisfaction, earning recognition from senior leadership. As per a Fortune article, out of more than 800 employee proposals, the NBA was one of the only eight key projects selected as a priority for Dell’s generative AI initiatives.
What sets Tiwari apart is her grounded approach to AI. She believes technology must address real-world challenges thoughtfully and on a scale. “AI is not about building models for the sake of it,” she explains. “It is about anticipating customer needs and empowering people while ensuring trust and transparency.”
From Enterprise Strategy to AI Product Management
Tiwari’s journey to AI leadership began in the energy sector, where she managed complex operations through technology at Power Grid, impacting millions of people. At EY-Parthenon, she partnered with Fortune 500 companies on strategic transformations, focusing on growth, operational efficiency, and technology integration that delivered multimillion-dollar outcomes. This combination of technical knowledge and strategic insight positioned her to lead innovation in AI that aligns business objectives with user-centered design. She holds a Bachelor of Technology in Electrical Engineering and an MBA from The University of Texas at Austin, foundations that help her navigate both the technical and business dimensions of AI product management.
At Dell, Tiwari initially shaped corporate AI strategy by analyzing the AI ecosystem and advising on the company’s AI roadmap from cloud to edge. As a product leader, she continues to expand NBA’s capabilities, integrating multimodal AI, extending its reach to customer and agent portals, and delivering seamless, end-to-end experiences.
Beyond driving technical innovation, Tiwari tackles critical challenges such as advancing multilingual and multimodal AI and deploying autonomous agentic AI for enterprise automation. She has developed AI frameworks that accelerate scalable innovation while maintaining ethical and operational standards.
Elevating the Field Through Thought Leadership
Her thought leadership extends beyond the company. Tiwari has shared her insights through leading publications such as The Guardian, CMSWire, VentureBeat, and Towards Data Science, as well as global product communities like Product-Led Alliance and Mind the Product, where she introduces practical frameworks for building responsible and effective enterprise AI that enhances customer experience.
Her thought leadership extends beyond the company. Tiwari has shared her insights through leading publications such as The Guardian, CMSWire, VentureBeat, and Towards Data Science, as well as global product communities like Mind the Product and Product-Led Alliance, where she introduces practical frameworks for responsible and effective enterprise AI that enhance customer experience. Her VIBES model guides organizations in aligning AI investments with value, impact, and ethics, while the EVALS+ Pyramid offers a comprehensive approach to ensure AI outputs are safe, contextually appropriate, and grounded, reinforcing customer trust. Her CLARITY framework outlines how conversational AI systems can be designed to handle real-world interactions. In the Towards Data Science article, “Building a Unified Intent Recognition Engine,” she further presents an applied framework for integrating intent understanding across AI applications.
Tiwari mentors emerging product leaders and serves as a judge for prestigious AI awards, including the 2024 Artificial Intelligence Excellence Awards and Globee® Awards. Her leadership has also been recognized with two Stevie Awards in 2025: one for Technology Excellence in Artificial Intelligence and another for Thought Leadership.
She exemplifies the type of leader who rises to the top of her field and continues to receive acclaim for elevating the discipline through both innovation and mentorship. Her philosophy centers on responsible AI that amplifies human decision-making rather than replacing it. “AI should be a partner to humans,” she emphasizes. “It must be transparent, fair, and designed with governance built in from the start. Ethical AI is not a side concern; it guides every stage of development.”
Through her technical depth, strategic insight, and commitment to human-centered design, Tiwari provides a roadmap for organizations aiming to scale AI responsibly. In an era when AI often promises more than it delivers, her leadership provides a steady and trusted path for transforming customer experience while addressing real-world enterprise challenges.
