Delight Users Track Memorial Hall

How product and CX teams at Thomson Reuters partnered to scale NPS outreach and improve scores with Pendo

2:30 pm - 3:00 pm

How does a CX team improve NPS scores when the response rates for standards NPS emails is less than 2%? The CX team at Thomson Reuters need a solution to this challenge in order to meet the company’s annual shared objective to improve the average NPS score by 10 points. Discover how the CX team partnered with the product organization to use Pendo in-app NPS surveys to capture customer sentiment across products, increase response rates, and increase actual NPS scores.


Ravi Vellanki

Director of Product Analytics

Thomson Reuters

Cory Anderson

Senior Manager of Product Insights–Legal Tech

Thomson Reuters

Spike Hains

Senior Architect of Analytics Enablement

Thomson Reuters

Pendomonium 2022 poster