<- Back to Agenda

2023 - Track 2: Build for a digital-first world

Building a digital customer experience, guided by user insight

In B2B, direct communication with customers can be a challenge. Product management, sales, retention, customer success, support—all of these touchpoints can make it hard to know who your customers should be talking to. One approach is to simply use a digital customer experience via the application they use everyday, to ask them about their experience (NPS), what features they would like to see next, book a meeting with product, how to renew, and access in-app guides when they need a little more help on how to use a feature. In this session, learn how one product team at Wolters Kluwer has embraced user analytics, NPS, in-app guides, and integrations in Pendo with other applications to learn more about—and better serve—customers every day.


Colleen Knuff

Vice President, Product Management

Wolters Kluwer

Mustafa Kamal

Lead Technology Product Manager

Wolters Kluwer