Zelta customers, love it KOVRuses AI-powered customer intelligence to save time every week and improve their NPS scores. But all good things require a plan, and the Pendo team itself needed to figure out how We can start using Zelta’s powers to achieve the same results.

Aggregating data from platforms like Zendesk, Salesforce, and Gong, Zelta (now part of Pendo Listen) helps product staff cut through the input noise and gives you the right insights. This way, you can skip manual analysis, spend your time on the most important roadmap items, and unlock a deeper understanding of your customers. That is, if you implement and adopt it correctly.

Luckily, our Zelta launch produced great results, so you can do it copy+paste this framework in your own company.

How we implemented Zelta at Pendo

At Pendo, we want to be a power user of Zelta, using its technology to have greater impact with our customer intelligence programs. Here’s what we did, what we learned, and how it has made a difference.

1. Form the right team

Involving the right people—and creating a culture of collaboration—is critical to success. To spearhead the implementation of Zelta, we first formed a cross-functional “tiger team” with key stakeholders from Customer Experience (CX), Product, and Program Management. This group is our first internal “customer” tasked with driving value from Zelta insights and ensuring the tool makes an impact across teams.

2. Align business results

Get clear on the goals you want to achieve, and align your efforts. To focus our efforts, we defined two business outcomes: Eliminate support tickets by addressing recurring customer issues early, and identify churn risk by surfacing signals from customer interactions.

3. Enable data access

We realized we needed a critical integration to our input-rich Zendesk data. By partnering with IT and Security, we integrated Zendesk into Zelta, unlocking the data we needed to get started.

4. Prioritize quick wins

Quick wins will build momentum and keep stakeholders engaged in the project, and this is also true. When Zelta surfaced 248 mentions of customer frustration related to a single issue in a Zendesk ticket, we worked with the PM responsible for that product area to prioritize them.

5. Build sustainable processes

Create ongoing processes that keep insights flowing and action-oriented. To make Zelta the center of the Pendo workflow, we established an ongoing routine that includes:

• 5-minute insight review during the weekly CX-Product meeting
• Quarterly prioritization sessions to align on trends and high-impact opportunities
• Monthly “quick win” reviews to accelerate small improvements

The result: A 360-degree customer view

Throughout this process, Zelta’s qualitative insights have become an integral part of how our CX and Product teams collaborate.

We also Finally get a comprehensive view of how customers feel about us and our products, bringing together scattered sources into one platform. Before Zelta, qualitative data was spread across Zendesk tickets, Salesforce opportunities, Gong calls, and many other tools.

Now, we use AI to sort and prioritize them, making it easier for our teams to take action on what matters most. This means being more proactive in solving customer problems, more strategic in prioritizing features, and more aligned across teams.

What is next?

We’re just starting to see what Zelta can do. With a strong foundation, we are passionate about improving our processes, uncovering deeper insights, and achieving equitable results Again value for our customers. Zelta’s advanced AI capabilities are part of Pendo Listen, making it even easier to turn customer feedback into meaningful action.

For teams looking to understand customer feedback, the message is clear: tools like Zelta are more than just innovative—they are transformative. Put them to work.

Ready to dive into the world of customer intelligence? Take a self-guided tour of Pendo Listen, or talk to an expert to find out what’s coming soon.