Recording: How Autodesk Achieved 20%+ Response Rates and Reduced Response Times to Just One Week with PX

  • 22 September 2023
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We had an amazing Customer Spotlight session with Autodesk and how they aced their Data-Driven Journey: Bridging the Gap Between Users and Innovation 🌟

 

Autodesk embarked on a transformative journey, integrating data into its processes, culture, and products. Here's a glimpse of the talk with Iain Scovell

 

  • Product Analytics: Autodesk's Product Analytics team plays a vital role, delivering insights to the product teams and developing data-driven solutions for users.
  •  Challenges: Understanding the diverse user base, especially those on older desktop products, posed unique challenges with legacy technology.
  • 💬 Say-Do Gap: The "say-do gap" emerged as a key concept, highlighting the significance of aligning user behavior with their feedback.
  • Evolving Expectations: Users' expectations are shaped by their experiences with consumer software, pushing Autodesk to adapt and innovate.
  • 🤝 Bridging the Gap: Autodesk's focus lies in bridging the user expectations and actual experiences to enhance satisfaction and enable innovation.
  •  Key Focus Areas: Autodesk zeroed in on four crucial areas: knowing users, understanding their words, tracking their actions, and acknowledging their choices.
  • Engaging with Users: They centralized their user community and leveraged targeted engagements to improve communication and build trust.
  •  Data & Machine Learning: Data and machine learning are their allies in gaining insights into user behavior and delivering personalized experiences.
  • Real-Time Personalization: The future holds the potential to merge data from engagements with machine learning to create real-time, personalized user experiences.
  • User-Centric Choices: Their journey led them to offer users choices in task-specific enhancements, ensuring their voices shape their products.

 

The journey involved creating new engagement types to close the feedback loop effectively, prioritize user needs, and ultimately enhance their relationship with users.

 

To learn more about Autodesk’s exciting journey towards data-driven innovation and user satisfaction watch the full session below! 🌟 

 


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