Using behavior insights to prioritize product efforts and improve internal tools

The CRM team for Fidelity’s Personal Investing business unit needed a way to track user interactions on a mass scale—so they turned to Pendo. With the help of their Strategy Consultant and Technical Account Manager, they’ve successfully tagged, tracked, and analyzed several key initiatives—gaining insight into user behavior that was previously unavailable to them. This session explores how Fidelity’s leaders have leveraged these insights to prioritize development efforts, improve associate performance, and even measure strategic goals. They’ll also discuss the successes that have led other teams in their business unit to take notice, and share how they plan to leverage cross-app tracking to better understand the complete associate journey.