Case Study: Morgan Stanley achieves proactive client success with Pendo

How Morgan Stanley at Work makes customer priorities their own

Morgan Stanley at Work, part of Morgan Stanley, faced a customer success challenge after a major client’s satisfaction suddenly dropped, revealing that the client had been using manual processes, underusing automation, and not adopting new features for more than two years. To prevent future churn, the team used Pendo to better understand client behavior and identify early warning signs of at-risk accounts.

Morgan Stanley at Work implemented Pendo dashboards to track “happiness markers” such as daily activity burden, workload predictability, manual reporting activity, and weekend/night usage. This data-driven approach helped the company proactively monitor client health, trigger customer success interventions, and shift from perception to prediction, improving the customer experience and supporting better outcomes for clients.

Morgan Stanley

Mark Mitchell

Chief Product Officer