Cisco Webex Experience Management (discontinued) vs. Pendo.io

[Cisco] Webex Experience Management is suited ideally in these places 1. Greenfield Opportunities 2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement [Cisco] Webex Experience is NOT suited in scenarios where 1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.

Incentivized

Pendo.io is very well suited for organizations, who want to quickly connect with Customers without even directly talking to them. Pendo.io allows in-app guides and documentation to help organizations connect with their customers and guide them in their product. The feature tracking capability is the best to understand the page/feature usage also by segment to categorize and understand user behavior. Replays are somewhat helpful but still can have improvements. Less appropriate where the customer base is less.

Incentivized

• Audio and video quality is amazing.
• Screen sharing is easy.
• Very secure connection.
• Collaboration is made easy.
• Easy access thanks to different versions available.

Incentivized

• Analytics - ability to rebuild new analytics back to the snippet install date
• Guides & Resource Center - ability to create and deploy guides without the need ofr development.
• Feedback, polls, surveys and NPS - quantative and qualative data is invaluable.

Incentivized

• Not always intuitive or user friendly
• Getting the most out of the software requires dedicated personnel/time
• Not that useful unless you'll do something with the data

Incentivized

• The guide builder UI could be a bit more user-friendly; it's hard to remember where the different options are at first and takes some practice.
• Interpreting user paths visually can be tricky at times, especially when trying to understand where drop-offs or blockers occur.
• More granular user permissions so that I don't need to grant full admin rights to a user if I want to let them edit translations on a guide, for example.

Incentivized

We are happy with Cisco webex services. Webex is great platform to conduct our all kind of online meets.

Incentivized

We have had an excellent experience with Pendo. When we've had questions or concerns, Pendo is very quick to respond and communicate with us. We have experienced top-notch customer support and customer engagement. We have actually modeled some of our implementation and product processes after Pendo's examples.

No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps

Incentivized

It is intuitive for core tasks like tracking feature usage, building Guides, and viewing dashboards. The interface is clean and well structured, making it easy for product managers and operational teams to get value quickly without heavy technical support. However, there is a noticeable learning curve when setting up advanced custom events, reports, or integrations, which can take some time and internal knowledge-sharing to master.

Incentivized

Every time I have logged into Pendo, the service has been available for me to use. The page has never been down when I am trying to get info from there.

Incentivized

Everything loads fairly quickly and it's not slow. I don't use an integration, I log in straight in the webpage.

Incentivized

Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.

Incentivized

They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.

Incentivized

The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.

Use Segment to install and cut developers out of the work cycle!

Incentivized

Cisco Webex Experience Management gives time series analysis and helps in formalizes long term strategies and marketing plans. It gives overall scores about various parameters of comparisons, charts giving comparison between various time periods, may be daily, weekly, monthly and yearly pattern of customers. The direct interaction with customer is possible only in this application. Being a cloud based application it is also easy to manage.The platform creates a wonderful interaction between various stake holders which helps in long run.

Incentivized

Pendo.io excels at creating guides. The editor experience is precisely what anyone working with a DAP tool desires – unobstructed and focused on a single screen. Pendo.io boasts AI features, and the customization options exceed expectations. When we became more familiar with the product, we questioned why we hadn't considered it sooner. Pendo.io has simplified analytics, making them as straightforward as bread and butter. The number of widgets available for data representation in the dashboard is astounding. Furthermore, Pendo.io offers a wealth of features, including feature tagging, webpage tagging, Pendo Listen, NPS surveys, a resource center, and more. I used WalkMe for three years and encountered challenges achieving the desired flow for customer onboarding, which sometimes proved difficult. In contrast, Pendo.io makes everything achievable thanks to its ability to incorporate custom code into guide creations.

Incentivized

The system is pretty flexible and scalable, I have used it in different browsers and devices without issues.

Incentivized

• We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
• We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.

Incentivized

• Increasing revenue by providing an awareness mechanism for add-on modules
• Increasing adoption by providing guidance through new user flows and feature availability
• Allowing us to promote events and recruit users for UAT using both embedded and static guides
• Improving conversion from free trials by delivering key value messages during the trial experience.

Incentivized