In today's episode of Tech Talks Daily, I had the privilege of hosting Todd Olson, CEO of Pendo, for a fascinating discussion that traverses the realms of product analytics, AI adoption, and digital customer experiences. Todd's insights offer a deep dive into the evolving landscape where traditional companies increasingly identify as tech entities, requiring significant shifts in mindset and strategy.
Todd elaborates on how enterprises are undergoing a paradigm shift, moving from project-based work to embracing the agility and continuous iteration technology enables. This transition necessitates shorter cycle times in software development, allowing rapid user feedback and influencing subsequent releases. Todd underscores the importance of transitioning from a 'project' to a 'product' mentality, highlighting that software demands ongoing care and nurturing.
A critical aspect of our conversation revolves around the differing attitudes towards AI adoption in Europe and the United States. Todd points out that Europe tends to be more regulatory and cautious, particularly concerning privacy issues and AI accuracy, while the US often prioritizes innovation. He advises a measured approach to AI implementation, advocating for thorough testing and a gradual build-up of comfort based on proven results.
Integrating new technological roles into existing structures is another challenge that Todd addresses. He emphasizes the importance of blending internal and external hires for effective knowledge transfer, highlighting that internal employees understand the company and product while external hires bring specialized role knowledge.
Leadership communication around AI also emerges as a critical theme. Todd speaks to leaders' need to clearly articulate the 'why' behind AI to ensure middle management buy-in, a group often focused on executing current plans.
Todd also touches on the crucial aspect of upskilling existing teams. He discusses the need to assess teams' willingness to embrace failure and change, acknowledging that some level of attrition can be healthy for company transformation.
Lastly, we delve into the realm of digital customer experiences. Todd shares his belief in the power of empathy, achieved through self-use and observation, to ensure exceptional digital interactions. He provides insights into how observing user sessions can reveal critical pain points and drop-offs, ultimately enhancing the customer experience.
2902: The Tech Enhancing The Trevor Project’s Lifeline for LGBTQ+ Youth
2901: Combating Greenwashing: How Technology Enhances Environmental Transparency
2900: Transforming Grab-and-Go: The Role of AI and IoT in Modern Retail
2899: Xperience 2024: Genesys and a Future of Personalized AI-Powered Experiences
2898: #Xperience24: Coca-Cola Bottlers' Sales & Services AI Innovation
2897: Unlocking the Experience Edge With Contentstack
2896: The Role of AI in Enhancing Supply Chain Efficiency and Security
2895: Elsevier - AI in Healthcare: The Role of ClinicalKey AI
2894: IBM and the AI Revolution: Enhancing Enterprise Applications
2893: Evan Goldberg on the Future of Oracle NetSuite and AI Integration
2892: Four Pillars of Growth: Accenture’s Strategy for Software and Platform Companies
2891: How Jamf is Demystifying Apple's Security Myth
2890: Elevating Tradespeople: How Jobber is Empowering the Deskless Workforce
2889: Inside the World of Hacktivist DDoS Attacks with NETSCOUT's Richard Hummel
2888: AI and the Shift to Strategic Decision-Making in Finance
2887: Revolutionizing Supply Chains: Inside Logility's AI Success Story
2886: Dr. Zero Trust on the Toxic Talent Dilemma: Leading, Not Bleeding
2885: From Control to Freedom: Self and the Quest for User Empowerment
2884: Building your Professional Brand in 1-Click, with AI
2883: AI in the Great Outdoors: Best Parents' Tech Approach to Summer Learning
Create your
podcast in
minutes
It is Free
Insight Story: Tech Trends Unpacked
Zero-Shot
Fast Forward by Tomorrow Unlocked: Tech past, tech future
The Unbelivable Truth - Series 1 - 26 including specials and pilot
Acquired