All About Pulse

Hello everyone!​@samanthahamlet and I’m going to be at Pulse Europe and we are so excited to meet you all there!We are also gonna be presenting on something that we have been working on, to improve the experience in our own community here!Ideas are some of the most valuable things a community gives you. Doing it right across more than 1 product takes many teams, a fresh look at how everything runs, and plenty of time in the weeds.Sam and I’ll shed some light on how we've been building our ideation process at Gainsight Community: the parts that worked, the parts that broke, and what shifted once we started scaling it beyond one product.Session: So Many Ideas, So Many Products: How Do You Scale Ideation?Where: Pulse Europe, The Brewery, LondonWhen: October 20th, If ideas are on your community's plate too, come find us. We'd love to have you in the room! 👇🏼 

Hey everyone,On October 20th at 11:30, I’ll be doing my best to share some tips and tricks for getting started with building custom widgets with AI for your community.This workshop is for anyone who may not have technical development skills or dedicated dev resources in their team (myself included!), but still wants to customize and improve the user experience of their community platform.I’ll share practical guidance and lessons learned, followed by a hands-on workshop where you’ll build your own dynamic widget.Key takeaways:Practical prompting techniques and guides for using AI to generate a widget A basic understanding of dynamic data that can be used (Web SDK, API connectors) A live build of simple widgets A working widget template that you can adapt to your team’s workflowsJoin me!

Hi everyone,On 20 October at 12:30 GMT, I will run a breakout session in the Leading Through Change track called: Scaling CS: The SUSE Transformation Story.In this session, I will share how we fundamentally transformed our Customer Success organization at SUSE across people, process and technology to ready our team for scale. My goal is that you leave this session inspired and equipped with valuable insights on: A framework for preparing your CS organization to scale across people, process and technology. How we approached the crucial build, buy and hire decisions along the way. Practical ideas you can apply to your own team, no matter your current level of CS maturity or Gainsight adoption. The high-level changes and specific strategic moves that had the biggest impact on retention and drove our success. Hope to see you there! 

Hey everyone 👋My session title has a "vs." in it and I'm going to spend 45 minutes explaining why I've never actually had to choose.I look after both sides of that title at Sonos: r/sonos, where the moderators invited us in a few years back, and our owned Community Forums. Similar customers, same products, very different jobs. That became painfully obvious during our 2024 app launch, when Reddit set the temperature within hours and the Forums ended up holding the record. What I'll be covering:🏠 Rented land vs. owned land and what each one is actually good at🧑‍💻 Why u/KeithFromSonos works where a brand account wouldn't (and what it costs)🔥 What a rough patch taught us about showing up, including when your CEO posts on Reddit under his own name🔁 The handoff: Reddit surfaces the issue, the Forums document the fix, search and AI send people back to it📊 Measuring each channel on its own job and reporting them together If you've ever been asked "why do we need a forum when everyone's

Hi everyone,At Pulse Europe 2026 I'll be running a hands-on workshop called: Hands-On AI: Turn Gainsight & Staircase AI into a CS Workflow EngineOver the past year I've been building out an MCP-connected AI practice at Xceptor - connecting Gainsight CS and Staircase AI as live data sources inside Claude, and turning what started as personal experiments into reusable workflows the whole CS team can run. Think Executive Business Review preparation that used to take half a day, done in minutes with live data from both platforms.In this workshop I'll show you how that works in practice, and more importantly you'll build it yourself.My goal is that you leave with something tangible:An understanding of MCP - what it is and why it's the missing link between your CS platforms and genuinely useful AI. A live demo - a single Claude prompt pulling health scores, CTAs and account context straight from Gainsight in real time. A Skill you've designed yourself - using a worksheet and pre-built te

hi all ! gearing up for pulse europe VERY shortly….! i’ll be leading a session on tuesday the 20th called “the untitled leader: empowering CSMs to drive change from any seat” so….what’s the so what?→ how do we find those folks in our teams that just have...it→ how do we support them, empower them, and build a structure in our CS teams which aligns this mindset to customer goals? → and also, lest we forget, how does this play with AI as the backdrop?  this, and a lot of other ground, to be covered on tuesday 20th october !  looking forward to seeing folks there at what will be an engaging, conversational, and (hopefully) fun session ! 

Hey everyone! The Pulse Europe 2026 Speaker lineup is taking shape and we couldn't be more excited about who's joining us. 🌟 Pulse Europe 2026 lands in London on 19–20 October, and our first wave of speakers are bringing some amazing sessions. Meet Seán Reid, Polly Sims, ​@Shani Brenmiller, ​@Anitahg, and Keyvan Sadigh - five people doing genuinely interesting work at the intersection of CS, AI, and community.   From these sessions, you’ll learn more about:How AI is reshaping customer retention and the renewal process What responsible AI actually looks like inside CS operations Scaling community without losing the human element Building customer success that's predictive, not reactiveThere’s SO much to look forward to across the two days, October just can't come soon enough! Speaking at Pulse this year?Head over to this thread to find out how to share a sneak peek of your session with the community 👀 

Hey everyone! The expedition is complete, and we have our Pulse 2026 Social Rockstar! 🏆Pulse USA 2026 is a wrap, and the #PulseExplorer2026 posts did not disappoint. Thank you to everyone who shared their moments, takeaways, and memories from the conference, you made this year's contest one to remember. Now, the moment you've been waiting for… 🎉 Congratulations to ​@dayn.johnson  🎉The Lucky Wheel has spoken!Dayn is officially our Pulse USA 2026 Social Rockstar, and will be taking home a free ticket to Pulse USA 2027, alongside a Social Rockstar badge on their Community profile. Keep the conversation going below, we want to hear what you're bringing back to your teams. See you on the next expedition. 👀

Another Pulse is in the books. Two days in Las Vegas, thousands of post-sales professionals under one roof, and more ideas per square foot than any place has a right to contain. Whether you were there in person or caught the keynotes from home, here’s your recap! 🌎 Day 1 Keynote: Charting the Future of Retention The opening keynote set the tone for the entire conference. ​@chuckg, ​@erica.kuhl and Ori Entis from Gainsight were joined on stage by leaders from IBM, Zendesk, and Okta to explore what they called the Intelligence Revolution, and what it means for every company trying to deliver customer outcomes in the age of AI. The big reveal: a bold agentic vision connecting trusted infrastructure, deep customer context, and emerging AI capabilities to drive retention at a scale that wasn’t possible before. The session culminated in the first real look at what Retention as a Service could mean as an actual delivery model for post-sales teams.▶️ Watch the Day 1 Keynote — 1 hr. 14 min.   

Pulse Unplugged is back on June 25, 2026 and I wanted to make sure you all knew about it before we got too close to the date.If you're working through AI in your CS motion, building out digital programs, or just trying to figure out what MCP actually means for your day-to-day, there's a session for each of those this year:Keynote: Mapping the Future of Retention AI That Actually Works: Getting Past Pilot Mode Digital CS as Infrastructure: Building the Connected Customer Hub Plugging MCP Into Your Customer ContextFree, virtual, half a day. No filler, just practitioners sharing what's working right now. Register here.

🗺️ Final expedition briefing: Las Vegas in a few days! 🎲This week I gave you the tips. Now I'm giving you the permission slip.✅ Sessions registered✅ Tuesday afternoon planned✅ Braindates ready✅ Puppy time scheduled✅ Comfortable shoes packedPulse only comes once a year. This one is going to be something special. See you on the expedition. 🗺️✨

🗺️ Expedition tip #4: There will be puppies. This is not a drill. 🐾Puppies of Pulse is back — available for snuggles AND adoptions. If you've never experienced the joy of decompressing between sessions with a dog who has zero opinions about your renewal rate, you are in for a treat.Pro tip: build this into your schedule. It goes fast, it's worth it, and it is genuinely one of the most talked-about moments every single year.The expedition has many highlights. This is one of them. 🗺️🐶 

Hey everyone 👋 If you're not able to join us in person this year, you can still catch the biggest moments from Pulse 2026, both keynotes will be live streamed! Register here:Day 1 Keynote: Charting the Future of RetentionWednesday, May 27 | 8:30-10:00 AM PTRegister: https://splash.gainsight.com/pulse2026day1Day 1 explores how the Intelligence Revolution is redefining software, customer relationships and the future of retention, pushing every company to rethink how outcomes will be delivered in the age of AI. Through an expedition of industry-defining customer moments and major platform announcements, Gainsight will unveil a bold new agentic vision that combines trusted infrastructure, deep customer context and emerging AI capabilities to drive retention at a scale never before possible. The keynote culminates in a reveal of how Retention as a Service can be delivered through a transformative new model for the future of post-sales. Day 2 Keynote: Retention-as-a-Service RealizedThursday

🗺️ Expedition tip #3: The best conversation of Pulse might not be on a stage.This year we're bringing Braindate to Pulse — and I've only been trying to make this happen for four years, so no big deal. 😅Braindate lets you host or join 45-minute small-group conversations built around what you're actually navigating right now. A challenge you can't crack. A playbook worth sharing. A question you'd love to unpack with people who genuinely get it.No panels. No pitches. Just real dialogue with peers who do what you do.Start thinking about what conversation you'd want to have. Find out more from the Pulse mobile app or by visiting https://pulse26.braindate.com/ 🗺️

Hey!Pulse 2026 is fast approaching and we are so looking forward to all the speaker sessions we get to be a part of! 🎉  Call for all speakers to:Register on this community if you don’t have a profile yet Make sure to jazz up your profile with all your details & a great headshot. 📸 If you already had an earlier profile that you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Give us a session teaser! We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting to those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here. Need some inspiration? Here’s how @JessicaKrieg ​introduced their session for Pulse Europe 2025! 🔥 ​ ​  Last but not least:Your profile will receive a brand new Pulse 2026 Speaker badge soon! Looking forward to hearing from you in the All About Pulse area here on the community. 

Come one, come all as I challenge your listening and critical thinking skills by playing clips from an actual customer discovery conversation. Then we’ll compare how you did versus an AI Chatbot! Perfect for leaders who want to upskill their teams. Super practical for individual contributors who want to start having more revealing customer calls ASAP. Guaranteed to be informative and fun.https://youtube.com/shorts/ZqYS9yoIU3g?si=wAbQm_tgBLXMDXbi  

Expedition tip #2: Skip the Wednesday morning chaos. Show up Tuesday. 🎒The Opening Expedition on Tuesday evening is honestly one of my favorite parts of Pulse — and the most underutilized by first-timers.Pick up your badge. Get oriented. Join a team, claim your exclusive Pulse team t-shirt, and actually meet people before the conference floor gets loud. Light bites, good drinks, and the kind of easy conversations that only happen before the schedule takes over.Every great expedition starts with the right preparation. See you there. 🗺️ Tuesday, May 26th1:00-5:00 PM Caesars Forum

🗺️ One week til Pulse! Consider me your personal expedition guide.All this week I'm dropping daily tips to help you make the most of Pulse 2026. Starting with the one that'll save you the most heartbreak:Register for your sessions in advance.With 85+ sessions across tracks, a little planning goes a long way toward building the day that's right for you. Jump into the mobile app now, build your agenda, and lock it in.What's the first session you're claiming? Drop it below 👇