The Software experience gap And why you need to close it.

Sometimes small changes in the world get intensely scrutinized while big ones just seem to… slip in unnoticed.

This is about
one of those big ones...


pretty huge

has happened to the world

and it directly impacts
everything you do

Here's what
we mean...

In the old days,

A bank was a

An insurance company was an insurance company…

And a car manufacturer was…

(you get the idea)

Today, it’s different. Today, every company is a software company.

Every. Company. is a software company.

For your customers:


Software is part (or all) of your products and services.

Software shapes — or defines — a huge part of the customer’s lifecycle.

For your employees:


Software is where
work happens.

Software governs every process and workflow.

Software defines
a huge part of your employee experience.

Window Background

In short,


Your business is the
sum of its software

But here’s the problem...

There's a huge

Software Experience Gap

between what users* expect from the software you
ask them to use

and what they actually experience.

*Users = your employees, customers, partners, and suppliers

The experience
users expect:

• Intuitive
• Simple
• Fast

The experience
users get:

• Clunky
• Bloated
• Frustrating

Now multiply the software experience
gap by the number of different
applications you deploy.

The average enterprise maintains 288 SaaS applications—around 10 applications per employee— and that’s growing
30% a year.

— Blissfully 2020 SaaS Trends report

And you start to see the scale of
this problem...

Since software touches every employee and customer: The software experience gap puts the brakes on every goal across your business.

All the things you care about

from sales, marketing, product
adoption, and customer loyalty

to employee efficiency,
productivity, and happiness

to strategic innovation and

They’re all held back by the software experience gap.

That's a lot of impact.

The impact


of software budgets
are spent on
applications that
nobody ever uses.

— Insight Enterprises


of digital
transformations fail
to hit their targets.

— Boston Consulting Group

And the software experience gap is
a key driver of McKinsey’s infamous

"Digital Achievement Gap."

"Digital Leaders grow 2-3x faster than competitors"

— McKinsey & Company

If you’re more moved by stories than data, here’s one:

A major international bank (okay, Citigroup), lost $500 million recently because of a confusing internal user interface in its loan operations software.


The good news:

When you close your software experience gaps, great things happen:

Customers get more value so you capture more value.

Lower cost of sale

Greater usage

Less churn

Employees adopt and use software more
so their work is happier.

Process excellence


Faster transformation

Closing your gaps
also drives down
these costs:


new employees and customers.


so people turn software into value.

IT helpdesk support

for users and customers.

Custom software

and point solutions (that don’t scale).

All these costs go way down when you close your software experience gaps.

The really good news


Software experience is something you can control, even if you didn’t create the software.

It works in any software (whether you built it or bought it).

It’s a two-step thing.

First, you have to know how users are using the software.

Where they’re getting stuck.

Which features they use regularly and which they avoid.

Which steps are most important for the outcomes you want.

That’s the analytics and feedback part.

Then you can use that insight to help them...

With little guidance boxes.

And contextual tips.

And workflow helpers they see as they’re using the software.

That’s the
in-software guidance part.

And the analytics then let you see the impact of the guidance—an important feedback loop.

Okay, let’s wrap this thing up.

We all agreed that every company is a software company.

(including yours)

And we saw how the software experience gap hurts everything you value

product experience (for your customers) and

employee experience (for your people & partners)

In short:

A better software experience improves all the great things your company cares most about

Serving customers.

Helping employees do their jobs.

Minimizing frustration, mistakes and foul language.

Improving productivity, efficiency and whatever KPIs you’re tracking.

Accelerating digital transformation.

Driving down IT support and helpdesk costs.

Speeding up onboarding and training.

Creating a wonderful work experience for everyone.

All that, just by paying attention to how people experience the software that drives your business.


Your business is the
sum of its software.
Make it delightful.

We're Pendo

We help companies like yours give their customers and employees insanely great software experiences.

It’s kind of a mission.

If you’d like to explore ways to improve the software experience in your business - get in touch!

Not ready to talk? Take a look around our product.