Zain Lakhani - CAIO at Pendo
In this episode, we sit down with Zain Lakhani, Chief AI Officer at Pendo, to explore what it actually means to own AI strategy inside a mature SaaS company. At just 23, Zane leads an org that is figuring out where AI belongs in the product, the engineering workflow, and the business as a whole. Zain shares how his consulting background gave him a sharp instinct for telling real AI use cases from AI for AI’s sake, and how that led him to see a bigger opportunity at Pendo: reframing what the company has sold for years to a new, AI-native audience. He opens up about the early temptation to chase every shiny new model, why most of that work was throwaway, and how it still built a culture of fast experimentation. He also digs into leading teams through adoption. You’ll hear how his team grew daily Claude usage from 15% to 45% of the company, why resistance usually comes from a lack of proof rather than a fear of AI, and how to channel power users so they set an example of what good looks like rather than what reckless looks like. Along the way, he explains why prototyping has become one of the most undervalued skills on any team, and how Pendo’s once non-technical CEO became one of its biggest product contributors. He closes with the topic he thinks is being overlooked: governance and access permissions for AI agents. Whether you’re an executive without a technical background, a leader trying to move your team past the hype, or a professional wondering how to position yourself in an AI-driven market, this episode offers candid, practical perspective from someone building in the thick of it. Want more marketing resources? Check out nativedigital.com/resources for our free PDF frameworks on messaging, channel strategy, and market fit.


