In this episode of The Product Experience, we sit down with Trisha Price, Chief Product Officer at Pendo, to explore how she’s driving an outcome-driven product culture. She shares how Pendo has scaled, transformed its product org, and leveraged AI for customer insights, sentiment analysis, and risk assessment. Trisha also dives into aligning product teams with business goals, fostering innovation through hackathons, and learning from customers at different levels of product maturity.
Chapters
0:00 – 0:19 | AI in Product Strategy
0:20 – 1:16 | Guest Introduction: Trisha Price, CPO at Pendo
1:17 – 3:59 | Pendo’s Growth & Market Evolution
4:00 – 6:47 | Transforming Pendo’s Product Org for Success
6:48 – 9:01 | Implementing an Outcome-Driven Culture
9:02 – 13:22 | Setting Goals & Measuring Product Success
13:23 – 17:19 | Overcoming Measurement Pitfalls
17:20 – 19:30 | AI’s Role in Product Development & Customer Sentiment
19:31 – 23:24 | When Process & Metrics Don’t Deliver Expected Results
23:25 – 26:30 | AI’s Impact on Product Strategy & Leadership Judgment
26:31 – 28:59 | Aligning Product, Sales & Customer Success
29:00 – 32:50 | Innovation Culture: Hackathons, MVP Awards & Autonomy
32:51 – 36:28 | Customer Obsession as the Core Product Culture
36:29 – 41:32 | Lessons from Pendo’s Customers & Product Maturity Curve
41:33 – 42:08 | Closing Remarks & Acknowledgments
Key Takeaways
AI as a Tool, Not a Replacement – AI can help set business goals and identify focus areas, but it doesn't replace leadership intuition or deep product knowledge.
Scaling & Growth at Pendo – Pendo has more than doubled its revenue in three and a half years, expanded into enterprise markets, and evolved from an analytics tool to a full platform.
Outcome-Driven Product Culture – The key shift Trisha introduced at Pendo was focusing on outcomes, ensuring product decisions align with business impact.
Leadership & Team Transformation – To drive this shift, she revamped the leadership team, hiring people with commercial and strategic mindsets.
Measurement & Success Metrics – Teams must clearly define success metrics beyond vanity numbers. For example, they moved from tracking ‘reports run’ to more meaningful engagement signals.
Balancing Sales & Product Priorities – Enterprise sales can influence roadmaps, but rigorous processes ensure alignment with long-term product vision.
Autonomy & Innovation – Pendo fosters innovation through hackathons, MVP awards, and autonomy within strategic guardrails.
AI in Product Management – AI is being used for risk assessments, revenue forecasting, sentiment analysis, and extracting insights from customer interactions.
Continuous Learning from Customers – Pendo learns from sophisticated and emerging product teams, informing product development, such as launching dashboard templates.
Featured Links: Follow Trisha on LinkedIn | Pendo | Trisha's 'The future of product management' talk at #mtpcon roadshow Amsterdam 2024
