Pendo.io usage for global products

Pendo.io helps us with adoption problems, such gathering as usage metrics, adoption rates, boosting them with guides and other strategies. It also helps us collecting user satisfaction metrics, like NPS and pNPS. It also allowed us to have data on old, outdated features that needed replacement, allowing us to understand its usage, and helping to choose replacement tools or understanding the criteria to create new ones. We were able to do the decommission of a widely used feature in the application by tracking Pendo.io data, with the communications with our customers and successfully replacing the feature.

Yes, there is a Center of Excellence team to ensure Pendo.io best practices. There are constantly bringing up new ideas and features from Pendo.io that we can use. Some of their insights are really good, and helps us to achieve our goals. However there are some that we can't take on due to specific scenarios that don't allow us to.

We used AI insights specially for NPS, however since some of them brought up some results that weren't so aligned, we decided to keep our internal ML tool for it.