Lightning round: Proving the value of customer success

Cognosos | Show, don't tell: Turning data into proof of value

Customers don't renew because you told them your product works. They renew because you proved it. This session shows how to transform Pendo analytics into concrete evidence of customer success—the kind that wins QBRs, accelerates expansion, and makes renewals a formality.

Matt Walker, Senior Director of Customer Success at Cognosos, shares how his team moved from "trust us, you're getting value" to "here's exactly how our product drove your outcomes." You'll learn about:

• Real examples of turning engagement data into business impact stories
• How to use product analytics to reinforce value propositions during critical customer moments
• Frameworks for connecting feature usage to customer outcomes
• Strategies for shortening time-to-value across the entire customer journey

Litera | What Taylor Swift can teach you about customer loyalty and retention

Taylor Swift (have you heard of her?) is exceptionally good at keeping people invested. What looks effortless is actually the result of obsessive preparation, intentional sequencing, and deep respect for her audience.

At Litera, we were sending customers the same onboarding and adoption messages at the same time. It was fine. But we still saw confused users, rising support tickets, and customers giving up before they ever reached the features that would truly help them. So, we borrowed a few tactics from Taylor.

We stopped blasting messages and started designing contextual moments. We built “aha” experiences that only appear when someone is ready for them (are you ready for it?). We sequenced onboarding like eras—unlocking the next chapter only after the previous one was earned. We even hid Easter eggs in the product to surprise and delight the customers who were paying attention.

In this session, we’ll break down how Taylor’s leadership style maps directly to modern customer experience strategy, and how you can apply the same principles using Pendo.