Migrate from Pendo to Gainsight PX
This article explains how new customers can migrate their data from Pendo (and other Digital Adoption Platform) into Gainsight PX.
Overview
Considering that you have already onboarded to Gainsight PX as an administrator, the next step is to migrate your data from your existing application, such as Pendo, into Gainsight PX.
You can migrate the following three data into PX:
- Product map
- Engagements
- Historical data, such as accounts, users, and events
Product Map
Gainsight PX allows you to migrate your Pages and Features from Pendo into PX as new features within Product Map. This process involves collaborative efforts between your team and the Gainsight PX Engineering team, typically spanning around 7 days, depending on the volume of the data.
To migrate Pendo Pages and Features as PX Product Map:
- Export a CSV file containing all Pages and Features. For more information on how to perform the export in Pendo, refer to Download a CSV file of Features section of the Tagging and viewing Features article from Pendo.
- Send the exported CSV file to your PX Solutions Architect (SA) or CSM.
- The PX Engineering team imports the Pages and Features and maps them to PX’s Product Map.
Note: Since Pendo and PX use different syntax in their selectors, you can expect some changes to the CSS selectors. For example, .btn:contains(Save) in Pendo would be converted to .btn AND text = Save in PX. - Once the migration is complete, it is recommended that you perform a comprehensive QA of the Product Map created in PX.
- Update Feature names and organize Features and Modules to suit your application. For more information, refer to the Product Mapper Overview article.
Engagements
The differences in the product architecture of Pendo and PX (such as data structures and system architectures) create technical restrictions, making it challenging to automatically move the engagement data from Pendo to PX. To enable this migration, PX provides the following two to options:
Rebuild Engagements Manually
The manual rebuild process involves your team recreating all the required engagements from Pendo into Gainsight PX.
Note: You can opt for a paid training where the PX onboarding team trains your team members to recreate the engagements and validate the initial engagements.
Rebuild Engagements Manually using Professional Services
PX provides you with the option to avail Professional Services to recreate all Pendo engagements into PX. This allows you to efficiently utilize PX TAM (Technical Account Manager) hours to recreate engagements in PX. This process ensures that you maintain control over the quality and purpose of your engagements.
- To initiate the process, purchase PX TAM hours as per your service agreement. These hours are used to recreate and optimize your Engagements in PX.
- Consult with your assigned TAM to guide them on the specific purpose and expected outcomes of the engagements you wish to recreate or optimize.
- Grant your TAM the necessary access and permissions to your application and PX instance This ensures they can build and implement these components effectively.
- Work closely with your TAM as they recreate and optimize engagements in PX. This collaborative process ensures that your goals and expectations are met throughout the project.
- Once engagements are recreated in PX, perform a QA to ensure they align with your requirements. This step ensures that the engagements meet your desired outcomes.
Historical Data
PX facilitates the migration of the following historical data from Pendo:
- Pendo Visitors and Accounts to PX Users and Accounts
- Pendo Pageview and Click Events data to PX Feature Matches or Custom Events data
User Information - Users and Accounts
Migrating user and account data to PX involves a multi-step process to ensure that your CSV files are properly formatted and uploaded using the PX Data Loader.
Prerequisite: Ensure that you have PX Data Loader installed in your system, and you have access to the REST API key and Product Key from PX to set up the Data Loader JSON file.
To migrate users and accounts from Pendo:
- Export two separate CSV files for Visitors and Accounts data. For more information on how to perform the export in Pendo, refer to the Visitor reports article from Pendo.
- Format the CSV files to match the acceptable format in PX Users and Accounts. For more information on the format, refer to the User CSV File Example section of the Gainsight PX Data Loader article.
- Your Engineering team sets up the Data Loader JSON file with the provided API and Product keys to upload the CSV files into PX. For more information, refer to the Gainsight PX Data Loader article.
- Use Audience Explorer and Account Explorer in PX to verify that the data is imported accurately.
Notes:
- If you have a large dataset (around 100K records or more), consider using the S3 user/account import method. This approach is generally faster and more efficient for a significant number of records compared to using the Data Loader and REST API. For more information, refer to the S3 Account and User Import article.
- When migrating both users and accounts to PX, it's essential to import accounts first. This allows for seamless association of users with their corresponding accounts in PX. If you upload users first, you might end up with unassociated users because their accounts do not yet exist in PX.
Usage Data
Bringing usage and event data into PX is essential for understanding user behavior and optimizing your product. The following table represents the mapping between usage data from Pendo and PX:
| Pendo | PX |
| CLICK | CLICK or TAP (depending on the device type) |
| PAGE_VIEW | PAGE_VIEW |
| TRACK_EVENT | CUSTOM_EVENT |
PX allows you to import usage data using the following methods:
- Manual Migration of Page Views and Click Events
- Manual Migration of Custom Events
- Assisted Migration of Custom Events and Feature Usage Data
Manual Migration of Page Views and Click Events
Gainsight PX allows you to migrate your usage data such as page views and clicks from Pendo into PX as historical data. This process of migration is performed exclusively using CSV files.
To migrate Pendo page views and click events:
- Export two CSV files, each containing page views and click events.
- Send the exported CSV files to your PX Solutions Architect (SA) or CSM.
- The PX Engineering team imports the page views and click events and maps them to PX’s Click, Tap, or Page_View events.
- Once the migration is complete, use Query Builder in PX to verify that the events data is imported accurately.
Manual Migration of Custom Events
Migrating events data to PX involves a multi-step process to ensure that your CSV files are properly formatted and uploaded using the PX Data Loader. For more information on Custom Events, refer to the Custom Events and Global Context article. This process of migration is performed exclusively using CSV files.
Prerequisite: Ensure that you have PX Data Loader installed in your system, and you have access to the REST API key and Product Key from PX to set up the data loader JSON file.
To migrate custom events manually from Pendo:
- Export a CSV file containing all Track Events. For more information on Track Events, refer to the Track Events article from Pendo.
- Format the CSV file to match the acceptable format in PX Custom Events. Ensure that the CSV file has two main components: the event name (for instance, btnClicked) and associated properties (for instance, btnName, btnType). These properties provide additional context to the events.For more information on the format, refer to the Custom Event CSV File Example section of the Gainsight PX Data Loader article.
Note: Gainsight recommends that you reach out to your PX Solutions Architect, CSM, or the PX Support Team for guidance and assistance in preparing and formatting the CSV file.
- Set up the Data Loader JSON file (preferably by your Engineering team) with the provided API and Product keys to upload the CSV file into PX. For more information, refer to the Gainsight PX Data Loader article.
- Use Query Builder in PX to verify that the events data is imported accurately.
Assisted Migration of Custom Events and Feature Usage Data
Migrating events and feature usage data to PX involves collaborative efforts between your team and the Gainsight PX Engineering team. This process of migration uses the native integration between Pendo and Google BigQuery.
To migrate custom events and feature usage data from Pendo:
- Export three CSV files, each for page views, click events, and track events (optional).
- Send the exported CSV files to the Gainsight PX Engineering team.
- The PX Engineering team converts the data into a format suitable for PX using Google BigQuery. This step may include aligning events with Product Map if you wish to import data as feature usage events. For more information, refer to the Overview of Pendo Data Sync article from Pendo.
- Use Query Builder in PX to verify that the events and feature usage data is imported accurately.
Notes:
- For optimal historical data analysis, Gainsight recommends importing at least six months of usage data, but no more than thirteen months.
- Longer historical data (and hence larger datasets) may significantly increase the import time.
- If you opt for PX Engineering to import your data as feature usage events, ensure that your Product Map is set up in advance. This alignment is essential for accurate data integration.