Pendo is a software experience management (product experience) platform that helps organizations understand how people use their software and drive adoption through product analytics, in-app guidance, and feedback tools. Pulse 2.0 interviewed Pendo Chief Product Officer Trisha Price to gain a deeper understanding of the company.
Trisha Price’s Background
Could you tell me more about your background? Price said:
“My career started as a software engineer, and I spent many years in financial services and technology, working in various leadership roles. I have a passion for using technology to solve customer problems. My journey has taken me through roles at companies like John Hancock, Fannie Mae, and nCino, where I served as Chief Product Officer before joining Pendo in the same role. Throughout my career, I’ve been committed to driving innovation and bringing diverse voices to the table.”
Formation Of The Company
How did the idea for the company come together? Price shared:
“Pendo was founded by product leaders who experienced firsthand the challenges of building software without the data needed to understand user behavior. As Field Chief Product Officer, I spend time with fellow CPOs and product leaders to share best practices, learn from their experiences, and help them evolve their product management practices. I bring that feedback directly to our product teams to ensure we’re building the right solutions—ones that drive innovation, meet the evolving needs of our customers, and shape the future of the product experience category.”
Favorite Memory
What has been your favorite memory working for the company so far? Price reflected:
“Pendomonium, our user conference, is a highlight. It’s a time when we get to show off our latest innovations and it feels like a big celebration for product people to come together and hone our craft.”
Core Products
What are the company’s core products and features? Price explained:
“Pendo is the only all-in-one software experience management platform that helps teams understand user behavior, collect feedback, and guide users directly inside their apps. Our platform brings together analytics, in-app messaging, and AI-powered insights to help teams improve product adoption and deliver better experiences across web, mobile, and AI-powered applications, all in the service of helping companies increase revenue, cut costs and reduce risk to their businesses.”
“Core capabilities include Pendo Analytics to track behavior, Guides for in-app messaging and onboarding, Session Replay to visualize user interactions, Listen to prioritize feedback, Orchestrate to coordinate communication across channels, and Data Sync + Integrations to connect insights with the rest of your tech stack—all without requiring code. We just launched two new products that I’m really excited about: Agent Analytics to measure the performance of your AI agents and Pendo Predict, to leverage your software usage data to predict churn or score leads.”
Challenges Faced
Have you faced any challenges in your sector of work recently? Price acknowledged:
“One ongoing challenge is helping product teams act on data quickly and effectively, especially as they start to implement agents and AI. Many organizations measure software usage and collect user feedback, but struggle to turn that data into meaningful improvements to their applications. At Pendo, we addressed this by delivering a unified platform that combines behavioral and agentic data and user feedback with the ability to take action through communication tools like in-app guides, email and surveys. By integrating AI, we’ve also made it easier for teams to surface trends in their usage data and take action with greater confidence and speed.”
Evolution Of The Company’s Technology
How has the company’s technology evolved since launching? Price noted:
“From the beginning, we had a vision to build a broad and deep platform — we started with best-in-class analytics, so teams can understand how people use software, and in-app messaging, so they can take action to help people use it better.”
“Over the last 10 years, we’ve expanded our capabilities to include modern feedback tools, session replay, and orchestrated multi-channel communication, and to serve use cases across customer and employee applications, web, mobile, SaaS or agentic. Today, the platform is powered by AI to deliver smarter insights and enable faster, more confident decisions. We also started off selling to SaaS startups like us at the time. But now, we have all the capabilities and data privacy and security features that a large enterprise requires. The constant has been ensuring customers use our tech to achieve measurable outcomes like increased revenue, lower costs, and reduced risk for their businesses.”
Significant Milestones
What have been some of the company’s most significant milestones? Price cited:
“It’s really impressive to me that Pendo touches nearly a billion software users around the globe every month. This is the collective user base of our 14,000 customers, which represent nearly every industry and geography and many of the Fortune 500. I’m really proud of the innovation we’re continuously delivering to these companies and their users — especially the AI products we’re launching this year. Other milestones include growing Pendo into a global company with 850 employees across nine offices, surpassing $200 million in ARR and the $356 million that we raised at earlier stages to help fuel our growth. We are also proud to be named to the Forbes Cloud 100 and Inc. Best Workplaces lists for seven consecutive years.”
Customer Success Stories
Can you share any specific customer success stories? Price highlighted:
“HackerRank used Pendo to reduce churn by more than 50 percent by identifying customer health signals and taking proactive steps. Labcorp streamlined onboarding and training for thousands of employees across dozens of internal applications, significantly improving employee productivity. Okta leveraged Pendo to drive adoption of internal tools across its global workforce, improving digital efficiency and reducing support burden. SkuVault reduced support tickets by over 45 percent through guided user education. These are just a few examples of how enterprise organizations use Pendo to drive measurable business outcomes.”
Funding/Revenue
Are you able to discuss funding and/or revenue metrics? Price revealed:
“Pendo raised $356 million from top-tier investors including, Battery Ventures, Spark Capital, Sapphire Ventures, and Meritech Capital Partners. Our last funding round closed in July 2021. In early 2024, we surpassed $200 million in ARR. While we do not share detailed revenue figures publicly, our growth reflects strong market demand and continued investment in innovation.”
Total Addressable Market (TAM)
What total addressable market (TAM) size is the company pursuing? Price assessed:
“Pendo serves the $50 billion+ market for software experience management. As software becomes increasingly central to business operations, companies must ensure they are providing the best software experiences possible to their customers and employees. When software is intuitive and intelligent, companies can leverage it to increase revenue, cut costs and reduce risk. Our platform is designed to help teams across product, IT, GTM and operations to deliver experiences that drive these business results.”
Differentiation From The Competition
What differentiates the company from its competition? Price affirmed:
“Pendo is the only all-in-one software experience management platform. Our no-code implementation, support for all types of software including web, mobile, AI-powered applications, and agent-based interfaces, and enterprise-grade features make it easy to scale across the organization. Whether you’re improving apps you build or those you buy, Pendo helps you make the experience more intuitive and more effective. Community is also a differentiator for us – we offer events, education and networking for our customer community of 50,000+ members, and serve 300,000 product people globally through Mind the Product, a subsidiary of Pendo that offers product management news, conferences, training, meetups and more.”
Future Company Goals
What are some of the future company goals? Price emphasized:
“Pendo is becoming an AI platform. We already offer an AI-powered user feedback product called Pendo Listen, which aggregates feedback from 150+ sources, and sorts and finds themes. Agent Analytics enables our customers to measure the agents they are building and deploying, just like they use Pendo today to measure their SaaS applications. And more agentic capabilities are coming to help automate highly manual data analysis, and free teams to spend their time designing solutions for customers.”
Additional Thoughts
Any other topics you would like to discuss? Price concluded:
“There is a growing shift toward a product operating model, where teams across the business adopt product-led thinking to drive outcomes. This requires a new level of visibility, alignment, and agility. Pendo plays a key role in helping companies make that transition by giving teams the tools to understand users, act on insights, and deliver continuous value. It is an exciting time to help organizations reimagine how software is built and experienced.”
