Currently, 78% of users in Pendo.io data analytics tool contain no 'Account Name'. They all have an Account Number and OrgID, even those that are considered anonymous.

22% of users do have Account Name, but the running assumption is this is being captured by Customer Portal and then appended to the visitor records.

Request: 

• Add the 'Account Name' to Segment.io so that visitor data is associated with an account name instead of just a number. 
  • This is the "customer_name" in the identity header.
  • Implemented by CIAM on Sept. 26, 2025 (see CIAM-10287)

Reason:

• There is no simple way to populate account names using the account numbers (only manual lookups in tools like Supportable360 and RHSM Admin.
• Many customers have multiple organizations, and without an Account Name, we can't identify and consolidate data to show a true representation of which customers are engaging with the console; and what actions they are taking once logged in.
• As part of the Management Fabric, we will be including Organizational details on the "Org Management" page. The Account Name will be used on these pages. 

Additional Context:

• There is a comment about adding the account number once it is in the JWT: https://github.com/RedHatInsights/insights-chrome/blob/90ef62fb9e749a18f8738e88eb98c4b5648061a4/src/analytics/index.ts#L93-L94