Faline Wu, SVP of Product Management at Better, a digital-first homeownership company, emphasizes the importance of empathy and spirituality in the workplace to enhance product management and customer experience. Her team at Better has significantly reduced the time it takes for customers to receive a mortgage commitment letter from 45 days to one day, showcasing the company's focus on leveraging technology to improve efficiency. This innovation, called One Day Mortgage, is part of Better's strategy to differentiate itself in the mortgage industry by offering a nearly fully digital customer experience and a diverse product portfolio. Wu highlights the need for internal and external customer empathy, emphasizing the importance of understanding team dynamics and customer pain points to improve the overall mortgage process. She advocates for cross-functional collaboration and aligning goals across teams to create a cohesive work environment, while also fostering a culture of compassion and understanding. Wu's approach to product management includes practicing non-attachment and humility, allowing her to navigate challenges and maintain a clear, logic-driven mindset.