Today’s interview is with Todd Olson who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins me today to talk about software product experience and how it impacts both the employee and customer experience. This interview follows on from my recent interview – Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega – and is number 307 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with Todd: There is this tendency that when people build software that they think that more is more and bigger is better. However, this trait has given software a bad name. User experience, particularly the experience of employees using software, is becoming a growing dimension in the procurement of software. Thus, procurement decisions are becoming more about value and a shared understanding of value. Pendo is the Latin for the word for value. Your procurement team is having both …