Track 2: Build for a digital-first world
Building a digital customer experience, guided by user insight
3:00 pm - 3:45 pm
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 everyday.
Vice President, Product Management
Lead Technology Product Manager