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For the governance solutions team at Nasdaq, building great products was only part of the equation. The bigger challenge was making sure users understood new capabilities, adopted them, and realized value from them in their everyday workflows.
240%
YoY increase in webinar and forum registrations
37%
Of total registrants driven by Pendo-led initiatives
10,000+
Passkey registrations completed via in-app prompts
Pendo Products Used
Nasdaq Boardvantage serves users with critical responsibilities and little time to spare — yet the team lacked in-app experiences designed to educate, engage, and empower them within their workflows.
Nasdaq Boardvantage is a board portal used by corporate secretaries, C-suite executives, and boards of directors to manage highly confidential governance activities. As Nicholas Querci, Senior Manager of Product Operations at Nasdaq, explained, the team wanted to make users more autonomous within the platform while reducing support volume. At the same time, they needed more effective ways to promote events and increase adoption of new features.
Boardvantage serves corporate secretaries, C-suite executives, and boards of directors managing highly confidential governance activities — a user base with critical responsibilities and no patience for friction.
The team lacked in-app experiences designed to educate, engage, and empower users directly within their day-to-day workflows.
Nasdaq wanted to make users more self-sufficient in the platform while reducing support volume, rather than scaling the support team.
The team needed more effective ways to promote events and drive adoption of new features without relying on manual outreach from customer success teams.
Over the past five years, Nasdaq's governance solutions team has used Pendo's in-app guidance to communicate more effectively with users and influence meaningful behavior change.
Nasdaq launched its Future of the Boardroom initiative and webinar to educate customers on emerging governance trends. Initially, promotion relied primarily on email communication and word of mouth, but didn't see much success.
The team shifted to an in-app approach using Pendo Guides. Rather than asking customer success teams to promote registrations through outreach, Nasdaq engaged users directly when they logged into the platform. Using targeted pop-ups and custom code that automatically pulled user profile information, the team created a seamless registration experience with a single call-to-action.
“We wanted to engage our users directly as they logged into the platform and hit them where they were already engaged.”
Nicholas Querci, Senior Manager of Product Operations at Nasdaq
Login assistance had long been Nasdaq Boardvantage's most common support request.
When the team introduced passkeys to streamline authentication, they used Pendo to ensure customers immediately understood and adopted the new capability. Nasdaq implemented targeted in-app messaging at login and used custom code that interacted with browser settings, reducing passkey registration to a roughly 20-second process.
By presenting users with guidance at the moment of need, the team drove awareness and adoption while reducing reliance on support resources.
By harnessing the power of Pendo, Nasdaq reduced friction and strengthened feature adoption across the platform.
Of total registrants driven by Pendo-led initiatives
Targeted in-app registration campaigns drove 1,200 of 3,200 total registrants — a dramatic shift from email and word-of-mouth promotion.
YoY increase in webinar and forum registrations
The shift to in-app promotion using Pendo Guides drove a dramatic jump in registrations year over year.
Successful passkey registrations
Completed through in-product prompts, steadily declining Nasdaq's historically top support inquiry — login assistance.
“By harnessing the power of Pendo and utilizing in-app messaging, we're exemplifying our motto at Nasdaq and really questioning today and rewriting tomorrow with all the different solutions that it has to offer.”
Nicholas Querci
Senior Manager of Product Operations at Nasdaq
Today, nine Nasdaq product teams use Pendo, and the company is expanding those capabilities across additional business units.
Future initiatives include broader adoption of Pendo Guides across Nasdaq teams, consent management experiences delivered through in-app banners, and unified login experiences that create a more consistent Nasdaq brand experience across products.
For Querci and his team, Pendo has become much more than a messaging platform.
