Case Study: Wiley drives product innovation and customer satisfaction with Influitive

Opening the Door for Innovation and Product Development Through an Advocate Community

Wiley, the educational publisher behind the WileyPLUS learning platform, needed a better way to capture instructor feedback, build stronger customer relationships, and keep pace with rapid changes in higher education. To do that, Wiley used Influitive to power the WileyPLUS Studio, an invitation-only advocate community where instructors could share insights, ask questions, and shape product development.

With Influitive, Wiley launched challenges like Tuesday Tips and Product Advisory Committee surveys to gather direct input on new features such as Adaptive Assignments, bulk grading, and analytics. The result was more than 2,000 product feedback responses, improved customer satisfaction, and savings of hundreds of hours and tens of thousands of dollars versus hiring outside UX and research support. Wiley also earned a 2022 BAMMIE award for Best Advocacy Impact on Product Development, highlighting the measurable impact of its Influitive community.

Wiley

Lena Brigance

Senior Customer Success Manager