When you give customers a channel to communicate with you, they will let you know everything. Ask your customers what features they would like to see in your roadmap for one product area, and they will tell you about bugs in other product areas.

Managing user feedback is an very large responsibility. If there is one person responsible for prioritizing feedback or one person responsible for following up with customers, the customer intelligence program will fail.

Product managers need to understand high-level problems and detailed gaps with your app’s existing features and user experience (UX).

With so many distractions to overcome, PMs need to move feedback management to AI-powered tools. These tools Also meaning PMs will spend less time actually building the product and more time giving instructions on what to build. AI tools are like technically savvy individual contributors: They depend on your guidance to successfully build, improve, and launch your work.

By leveraging AI-powered tools, product teams can centralize input from multiple channels, automatically extract insights and group them into common topics. This allows product teams to listen to a lot of feedback simultaneously, regardless of volume or format, and get notified about new trends as they emerge.

Customer intelligence tools continue to evolve

Successful feedback management is just one stage of your product discovery workflow. For a product to be successful, this data needs to be linked to idea validation and roadmapping.

For a long time, Pendo classic Input gave product teams all the tools they needed to capture, review, and manage requests in applications. PMs can manually sort data and filter requests, and end users can vote on input items. But the way product teams build has evolved, and best practices have changed.

The best teams now engage in continuous discovery, validation, and planning to build what matters most to their customers.

Listen replaces our classic Feedback product with new features and AI tools that do more than just capture and analyze feedback. In addition to AI-powered feedback management, Listen also includes Validation and Roadmap. These features combined give you everything you need to build with more confidence and accuracy.

Here’s a high-level overview of what’s changed:

‘Customer Intelligence’ replaces ‘Voice of the Customer’

The collection of feedback tools included in Hear is designed to replace (and surpass) the workflows found in classic Feedback.

With Listen, you no longer need to manually filter and organize each user input. Instead, Listen uses AI-powered summaries to surface high-level trends and important insights—without the need for painstaking triage.

Today, Listen includes:

• Input summary: Instead of manually analyzing qualitative data, you can let Pendo’s AI assistant create a summary of themes that emerge through the display and edit it to suit your needs.
• Identify themes: Regardless of whether you manually send guidance responses to Listen or import responses in bulk, Pendo automatically creates a title based on the response description for each feedback item created.
• Suggested ideas: Pendo’s AI assistant suggests ideas that you can link to feedback items in Listen, and you can accept (or reject) these linking suggestions.

Our team continues to invest in and improve the AI ​​and automation capabilities within Listen. We will soon begin deploying additional AI capabilities thanks to our recent acquisition of Zelta AI.

With AI and automation leading these efforts, managing qualitative feedback at scale is not only possible, but also an integral part of continuous discovery and customer-centric product creation. Pendo Listen doesn’t just simplify collecting feedback—it also improves your entire product discovery workflow by enabling smarter decisions, faster execution, and deeper relationships with your users.

As customer intelligence evolves, your approach to feedback should evolve as well. With Listen, your team can focus on what they do best: building the future their customers want to see.

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Listen’s new and improved customer intelligence tools are here to help you manage more feedback, no matter the structure or scale. Learn how our customers use Listen, or explore our guide to AI-powered product discovery.