Pendo × Cisco Cloudlock
Pendo x Cisco Cloudlock, in-app alerts lift NPS 20% during a security crisis
20% increase in NPS score
Reactive email alerts to real-time in-product response
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Why it works
The story earns its Breakthrough tag because the headline metric is NPS going up, not cost going down. The security incident creates a natural before-state and a clear causal chain: email could not reach the right people, in-app notifications could, and customer sentiment jumped as a result. There is a mild coin-flip with New Capability since in-app crisis communication was genuinely impossible before Pendo, but the framing leads with the NPS outcome rather than the net-new motion.
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Using a real external crisis as the proof event. The Google OAuth attack gave Cloudlock a high-stakes, time-sensitive situation that made the 68% response rate and NPS lift impossible to dismiss as ordinary product-update noise.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Pendo's published work; we link to the source and lead with our analysis.