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9:00am

Registration Opens

12:30pm
workshop Hannover II

Pendo 101

Hands-On Overview and Best Practices

Beth Greenberg / Pendo
Erin Wilkinson / Pendo
New to Pendo? Need a Refresher? Pendo 101 will provide a good foundation for what Pendo is and it’s capabilities. This hands-on workshop will cover the background of Pendo and different functions within the application. Attendees will have the opportunity to learn best practices by walking through different assigned exercises and tasks.
Requirements: ability to sign in to your Pendo account.
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workshop Hannover III

Getting Data Out of Pendo

Using APIs and Integrations to Share Product Data Across the Organization

Avery Sullivan / Pendo
Adam Lohner / Pendo
Pendo’s API provides an alternative way to work with Pendo data outside of the app. In the first half of the workshop, you will get comfortable working with the API through a number of guided sample aggregations. In the second half of the workshop, we’ll spend time building out a few 101 level automation recipes using our Zapier integration.
Requirements: Familiarity with JSON and APIs is a plus, but not required.
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workshop Governor's I

Building Guides in Pendo

Understand and Explore Pendo's Full Range of In-App Guide Capabilities

Julie Harrow / Pendo
Sawyer Jinkens / Pendo
Pendo in-app guides allow your teams to highlight new features, provide in-context support, and even solicit direct feedback from your users. In this workshop, we will demonstrate a variety ways for you to unlock the power of Pendo guides within our Designer. From guide templates to activation methods, user segmentation to polling, there is not a part of the Pendo Guides UI that we won’t cover.
Requirements: none.
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workshop Governor's II

Installing Pendo in Your Mobile App

Hands On Technical Instruction

Adam Chasen / Pendo
Did you know that Pendo could be collecting data from your Native iOS Application? This will be a hands-on workshop designed to teach you how to install the Pendo SDK. This workshop is specifically for Development or Product team members with access to their mobile code base.
Requirements: Familiarity with iOS Development, CocoaPods.
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3:00pm
workshop Hannover II

Getting the Most Out of User Segments

Best Practices to Leverage Metadata, Integrations, and Behavioral Data

Adam Lohner / Pendo
Ever wonder if an engineer uses your product the same as an account manager? What about a customer who has gone through multiple renewal cycles vs a brand new customer? Odds are, their usage will be different. In this workshop, we’ll discuss the various data sources that exist within organizations and why you should be leveraging them to drive your product roadmap decisions.
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workshop Hannover III

The Onboarding Customer Journey

Persona Development and Storyboarding Best Practices for Killer Customer Onboarding

Ryan Warner / Pendo
Kelsey Hughes / Pendo
Customer Onboarding sets the tone for your relationship with the customer. It can be the driving force toward molding healthy and happy customers, or it can plant the seeds of churn. In this workshop, we’ll review topics such as persona development and storyboarding best practices; along with building touring guides and so much more. This workshop is focused on giving you the tools to provide killer customer onboarding.
Requirements: none.
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workshop Governor's I

Advanced Guide Jiu-Jitsu

Programmatic / API customization for Complex Guide Behavior and Workflows

Matt Kerbawy / Pendo
Adam Chasen / Pendo
Already familiar with a bit of JavaScript, HTML and CSS, but not sure how to wield those skills to improve your guides? After a foundation of how the Pendo Guide system functions, we will modify and extend transition and display logic for guides with JavaScript and CSS examples. Additionally, advanced debugging techniques will assist you in your quest for the red belt.
Requirements: JavaScript, CSS element matches, Web Developer Tools.
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6:00pm

Welcome Reception

Hosted @ Pendo HQ

7:00am

Downtown Raleigh Run

8:00am

Breakfast

9:00am
keynote Hannover I

The Rise of Product Experience

Todd Olson / Pendo
Our software industry is transforming faster than ever. The rise of Big Data, SaaS, and Agile development have changed the way people use software products, and as a result, have changed the way software products will be made. Pendo CEO Todd Olson discusses these changes, how they are driving a new imperative around product experience, and how we must all become focused on improving society’s experiences with software.
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9:15am
keynote Hannover I

SaaS and the Consumerization of Enterprise Software

Jeff Lash / Sirius Decisions
Enterprise software has been through a major shift in the past 5-10 years. The move away from on-premise to cloud-based applications has changed the model for how companies buy and use enterprise software. This added to the improved ease of use for consumer SaaS offerings has resulted in a significantly different landscape for b-to-b software companies. Buyer and customer expectations are changing, creating a whole new world for many enterprise software companies to adapt to and presenting opportunities for new companies to enter the market. In this session, Jeff Lash from SiriusDecisions will talk about what these changes mean for product management, customer engagement, and marketing leaders and their teams.
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9:45am
keynote Hannover I

How Salesforce Reimagined The Trial Experience with Pendo

Jonathan Pappas / Salesforce
Jonathan Pappas has been in Product Management at Salesforce since early 2011. In 2014, he joined Salesforce's Service Product Management Team team to help improve the Trial, Admin and Mobile products. This talk will discuss how they were able to reimagine and reimplement their trial experience using Pendo and what they learned along the way. What's important for a trial experience? How might you prepare to improve your trial? These questions and more will be answered.
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10:15am
keynote Hannover I

Onboarding, Education, and Experimentation

How In-App Guidance and a Rich Customer Education Ecosystem Accelerate Onboarding and Scale Customer Success

Adam Avramescu / Optimizely
According to a Preact study, poor customer onboarding is responsible for 23% of churn down the line -- the single highest factor, beating even product underperformance and weak relationships. Onboarding is critical in today's software market, but many software companies use inconsistent onboarding processes and rely on customer success managers to design individual onboarding plans -- leaving opportunity and capital on the table. In this session, Optimizely's Customer Education leaders will describe Optimizely's ecosystem of educational materials, the role of in-application guidance, and how they accelerate onboarding and scale the roles of CSMs and support reps at the organization.
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10:45am

Break

11:10am
keynote Hannover I

How Product Experience Drives Investment Opportunities and Outcomes

Megan Quinn / Spark Capital
More details coming soon!
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11:40am
keynote Hannover I

What's New in Pendo?

How We're Helping to Build Better Product Experiences

Shannon Bauman / Pendo
What are the ingredients of a great product experience? It’s a mix of usability, flexibility, and the power to help users easily achieve their objectives - which are usually broader than just using software. Shannon Bauman, Pendo’s VP of Product shares how Pendo is focusing on our product experience, and what we’re doing to make our customers’ products more successful.
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12:10pm

Lunch

1:00pm
breakout Hannover I

Why Should Enterprise Product Teams Care About Product Experience?

Heather Stables / Salesforce Pardot
If enterprise users are “captive” and have little say about the tools at their disposal, what is the incentive for product teams to focus on the product experience? Today’s reality is that there is no such thing as a captive user. There is an array of available tools for any business function, and the SaaS model has dramatically lowered switching costs. Teams that aren’t focused on rapidly delivering user value will quickly fall behind. Heather Stables from Salesforce Pardot shares shares how her product team applies product experience to deliver features and functions that stick.
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breakout Governor's I

Turning Anecdotes into Actionable Data

Quantitative approaches to Qualitative Feedback

Richard White / UserVoice
B2B companies often rely as much on what customers tell them with their words as they do with their clicks. The challenge is how to effectively manage, mine, and ultimately analyze all of that feedback from both customers and customer-facing teams to drive product decisions while maintaining transparency so you get maximum buy-in from all stakeholders involved. In this session, Richard White, CEO of UserVoice, will explore the approaches that leading companies employ to turn anecdotes into actionable data that drive informed product decisions.
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breakout Governor's II

Customer Success + Product Management

Powerful relationships that deliver customer delight

Omer Rabin / Gainsight
The shift to recurring revenue for the software industry has given rise to an important new discipline of customer success, yet it has also pushed more of the customer journey within the product experience itself. The product and the product teams are vital contributors to customer health. Effective software organizations will form a tight relationship between product and customer success, where user behavior informs customer success workflows, and 1:many campaigns can engage customers in the product and beyond. Allison Pickens, VP of Customer Success at Gainsight shares best practices for a healthy product experience-customer success relationship that drives adoption, expansion, and most importantly renewals.
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1:55pm
breakout Hannover I

Building a Company-Wide NPS Program

Best Practices for Collection, Sharing, and Customer Follow-up

Amy Andriano / Invoca
Net Promoter Scores are an important predictor of customer retention, but only if they can be consistently and reliably collected. NPS is an important enabler of customer retention and expansion, but only when the data is available and actionable. There are a surprising number of pitfalls that product and CS teams can run into as they begin to collect NPS scores. Amy Andriano from Invoca shares how her team dramatically improved NPS collection, and how they share NPS data across their organization in real-time to provide visibility for this company-wide initiative.
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breakout Governor's I

Quantifying the User Experience

Benchmarks for ROI, Engagement, and Customer Success

Jay Brewer / Rapid7
It's easy to talk about a great user experience, but a lot harder for product teams to prioritize UX improvements over new feature or product development. Jay Brewer, VP of UX from Rapid 7 shows how, with the right set of metrics, you can quantify the value of UX enhancements, and make a compelling investment case. Rapid7 pulls these metrics together into a Product Engagement Index - a key benchmark of customer and product health that is shared across the company.
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breakout Governor's II

Data-Driven Sales Trials

Increasing the Profitability of Free Trials and Freemiums

Stephanie Monk / Citrix
Emily Williams / Pendo
Data-driven product and onboarding methodologies can dramatically improve the effectiveness pre sales trials and PoCs. By understanding the behaviors of successful trial users, companies can anticipate, and improve conversion rates. Stephanie Monk from Citrix joins the Pendo team for an interactive discussion about how data can optimize both self-service and curated sales trials - helping prospects to realize value as quickly as possible.
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2:40pm

Break

3:10pm
breakout Hannover I

Designing a Customer Feedback Process to Create Buy-in and Build a Better Product

Duncan McCreery / Memberclicks
Experienced product managers know that balancing competing priorities is a key component of the profession. Sales and marketing demand new features to close the big client or support the next campaign. Support is banging on the door about the number of tickets caused by bugs. Engineers could get more done over the long term if they could just dedicate time to technical debt now. Learn the tools Memberclicks employs to create better conversations and resolve these conflicts across the organization. Duncan McCreery, VP of Product, shares MemberClicks' approach to customer feedback, balancing priorities and rallying teams around the same goal.
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breakout Governor's I

Putting NPS to Work

Benchmarking and Optimizing your Product Experience

Dan Larsen / Henry Schein
NPS is an increasingly popular metric for gauging customer satisfaction and growth potential. But beyond the score, how can product teams ensure that the feedback they're collecting is really actionable? Dan Larsen from Henry Schein shares how they rolled NPS surveys out to their user base, and built a tight feedback loop both inside and outside the company to ensure that customer input is captured, and leveraged directly to improve their product experience.
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breakout Governor's II

Five Ways to Increase Stickiness by Leveraging Smart Contextual In-App Tutorials

Josiah Wang / VTS
Contextual user guidance is a powerful tool that can be used to improve the product experience. At the same time, it is a double-edged sword that when used haphazardly can confuse, clutter, and annoy users. Finding the right starting point isn’t always easy. VTS’ commercial leasing platform serves a wide range of users with different levels of comfort when it comes to technology. Josiah Wang shares how they use targeted in-app guidance to increase usage, educate customers, and gather more information about their user base, and provides some tips on how product teams can identify high-impact areas to begin adding in-app guides to their applications.
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4:05pm
breakout Hannover I

Better User Behavior

Identifying and Guiding User Segments to Higher Value Moderator: Eric Boduch, Pendo

Steven Petric / Elsevier
Brooks Adcock / Dude Solutions
Digital marketers understand the art and science of guiding their visitors to specific conversion actions. The key to success is to truly understand prospective customers and their motivations. Product teams can leverage some of the same approaches in their applications. Whether it’s a specific feature, an upgrade, or registration there are always ways to guide users to more value. In this panel discussion, Dude Solutions and Elsevier will share some of their best practices for user segmentation and outreach to drive preferred behaviors.
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breakout Governor's I

Data-driven UX

Best Practices for Measuring and Optimizing the User Experience Moderator: Lauren Puckett, Pendo

Nova Brown / Accela
Ty Cameron / Christopherson Business Travel
Nicholas Johnson / Sciquest
Good user experience design is not an art. It is a science. It is a process of experimentation, testing, and adaptation. As a result, good user experience design, requires good data. It requires observational data from user tests, statistical data from A/B tests, and detailed product usage data across multiple personas and segments. Our panel of UX leaders from Sciquest, Accela, and Christopherson Business Travel will discuss how data influences and shapes their UX approach.
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breakout Governor's II

Optimize the Digital Employee Experience

Parallels and Best Practices for New User and New Employee Onboarding

Chris Myers / Igloo Software
Sean Willson / Igloo Software
The term "Onboarding" is used to describe a new user's first experience in an application, and a new employee's first day at the office. This is no coincidence. The principles that make an employee happy and successful in their new job can be readily applied to new users. The parallels get even closer when you realize that more and more of employee engagement takes place through digital channels. Chris Myers from Igloo Software shares some best practices for digital employee engagement, and how they accelerate user proficiency for their trial customers.
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6:00pm

Dinner

8:00am

Breakfast

9:00am
keynote Hannover I

Product Experience and the Evolution of the Product Manager

Moderator: Mike Belsito, ProductCollective

Prabhakar Gopalan / PG Consulting
Steve Johnson / Under10 Playbook
The wide disruption in the software industry is having more impact on the role of the product manager than any other profession. What are the new skills PMs need to cultivate? What tools are available to them? What does the future of product management look like? Our panel of product management experts from Under10 Playbook, PG Consulting, and ProductCollective will discuss these and many more questions.
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9:30am
keynote Hannover I

Product Experience: Implications Across the Enterprise

Perspectives from Customer Success, Marketing, Engineering, and Sales. Moderator: Rahul Jain, Pendo

Becky Banasik / Trendkite
Dave Blake / ClientSuccess
Gal Josefsberg / Act-On
The quest for a better product experience doesn’t end with product management. Teams across the enterprise must work together to optimize the customer’s journey within the product. Every team from sales, to marketing, to customer success, to engineering has an important role to play. Our all-star panel of software executives across different functions discuss how the transformation of the software industry is impacting their teams, and how they are working to elevate the product experience.
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9:55am
keynote Hannover I

The Future of Product Experience

A New Software Ecosystem

Todd Olson / Pendo
A better product experience doesn’t start and end with Pendomonium. It’s a journey that we will take together as an industry, including Pendo, our partners, and most importantly each and every organization that is focused on improving society’s experiences with software. Pendo CEO Todd Olson wraps up Pendomonium with a look into what’s next, and how we will carry the discussion forward in the coming months and years.
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10:05am

Break

10:30am
breakout Hannover I

Building a 10x Product Team

Focus More on the Craft and Less on Domain Expertise

Brian Crofts / Namely
What is the most important attribute that makes a successful product manager? Many would say that it’s deep, fundamental, domain expertise about their market and/or industry. However, as industry change accelerates, and the craft of good product management becomes more well refined, the ability to practice good product manage, and leverage good information becomes more important. Brian Crofts, VP of product at Namely, shares his vision for a new kind of product management team, and the key skills he looks for when bringing new PMs into his organization.
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breakout Governor's I

Accelerating Feature Adoption Through Data-Driven User Guidance

Todd Meyer / Infusionsoft
Feature releases can be the most nerve-wracking part of a product manager's job. Sometimes the lack of feedback can be even worse than a lack of feature adoption. Savvy teams develop a focused approach to monitor feature usage, and solicit timely feedback to ensure more successful launches. Todd Meyer from Infusionsoft shares the overall approach his team has implemented to measure feature adoption and prioritize key changes to accelerate usage.
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breakout Governor's II

Product Management: What's Changing and What Needs to Change?

Jeff Lash / Sirius Decisions
The more things change, the more they stay the same. Or do they? In some respects, product management has gone through some substantial changes in the past decade, brought on by new processes like lean and agile and technology changes. In some respects, the fundamentals of product management are still just as relevant as ever. In this session, Jeff Lash will share experience from his work at SiriusDecisions working with b-to-b product management teams. He'll cover what changes SiriusDecisions is seeing in product management as well as what important shifts product management needs to make for the decade ahead.
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11:25am
breakout Hannover I

Building a Robust and Reusable Product Discovery Process

Moderator: Shannon Bauman, Pendo

Brian EJSmont / AOL
Blake McClary / Instructure
Every product team needs a strong pipeline of ideas for new features, and new products. Successful discovery is much more than just an ideation process. It requires extensive feedback and measurement - before and after development, experimentation, and a tight alignment between product and design teams. In this panel session, AOL and Instructure will share how they discover, design, and test the next killer feature.
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breakout Governor's I

Building Better Betas

Using the Cloud to Improve On-Premise Product Experiences

Scott Bleasdell / BMC Software
Beta programs are a critical tool for product teams to assess the value of new products and new features, but they can be slow to roll out and collect feedback - especially for on-premise products. BMC software takes a different approach. Scott Bleasdell, Lead Product Manager, shares how his team uses cloud-hosted beta versions of their products to collect and share feedback from beta participants in real-time.
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breakout Governor's II

Beyond Product Management

Using Product Data to Accelerate Sales

Derek Holt / K4Connect
We often think of usage data as a key feedback mechanism for spearheading future product development, which is extremely important. But it turns out product usage data can also be extremely valuable in the sales process. Learn how an organization interacts with product data early on to demonstrate an important indicator of client adoption, client usage, and client value creation. K4Connect does just that. Company President, Derek Holt shares how they leverage engagement data from their product, K4Community, to bolster their credibility in a market with unexpected outcomes and in-turn, accelerate sales conversions.
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12:15pm

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