All About Pulse

 Hi, I’m Matthew, Community Manager at iD Mobile! 👋 At iD Mobile, our customer base was growing quickly... but our support costs were growing even faster. Sound familiar? 🤔Join Kieran Clarke (Head of Customer) and I on Thursday, 13th Nov at 12:30 to find how we reversed this trend and transformed the iD Community into one of the fastest-growing communities on the Gainsight platform, while reducing support contacts and tripling the number of customers who found answers on their own!We’ll share the specific initiatives and customisations that ignited Community growth, with practical examples you can apply. We’ll also share how to embed Community into your broader Customer Success, Support and go-to-market (GTM) strategies to maximise ROI.Look forward to seeing all of you soon!

Hi All,Excited about my work shop tomorrow:“From Insights To Impact - How Customer Success can shape revenue forecasting”You will get practical experience with renewal and expansion forecasting.Now’ it’s time to introduce the team that will join the workshop :)See you tomorrow

Hello lovely community! 👋I’m so excited to kick off the Winning With Digital CS track at Pulse Europe 2025!Let’s be real: not every community team is massive (and that’s okay!) Small, focused teams can move faster, stay creative, and still deliver big results.In this session, I’ll share how a small but scrappy team can punch above its weight by focusing on what really matters:✨ Creating spaces where members support each other + where your product shines✨ Balancing product-focused engagement with topic-focused conversations ✨ Collaborating with Marketing, Sales, and even Talent teams without adding to the chaosIf you’ve ever thought, “We’re too small to make a big difference,”  - this session is for you. 💪🎤 Session: Small Team, Big Impact: Driving Engagement, Support, and Thought Leadership with a Dual-Focused Community📍 See you in Dublin!P.S. What’s the biggest challenge your small team faced when it comes to community growth or engagement? 

Get a sneak peek into our SMILE framework which I will be workshopping at #PulseEurope2025  Watch the video.

Hi Everyone - I’m excited to share that I’ll be speaking at Pulse Europe this week!My session — “Beyond the Score: Turning Customer Health Into Strategy” — explores how we at hyperexponential built a health score that does more than track wellbeing… it actually drives Customer Success strategy.I’ll be covering:👉 How to structure your score around true customer outcomes👉 How to make every metric measurable and actionable (no “so what?” data)👉 How to combine data, context, and human intuition to guide real strategyA health score only matters if it drives action — and I’ll show how we made that a reality.📅 12th November | 4:30 PM | Pulse EuropeWould love to see you there and hear how others are bringing their health scores to life too!Thanks all,James 

In the track ‘Workshop Your Way to Growth’ I will be doing a turbo charged, fast-paced and action-packed workshop to let you walk away with a framework for building a community program which sets you up for your business success.Come join me on Nov 12th at noon 😀 at Wicklow Hall 2, 2nd Floor.A thriving community isn’t just a “nice-to-have”—it’s a real lever for engagement, retention, and growth. In this hands-on workshop, Sasja Beerendonk walks you through the SMILE framework: how to prepare, plan, and execute a community strategy that helps you reach your business objectives. From goal setting to scaling community engagement and measuring impact, this workshop lets you work with elements of the SMILE toolkit you can immediately apply in your role as community manager. Key takeaways:The SMILE framework to make your community strategy concrete, broken down into real-world actions How to set goals for your community and tips for measuring community impact Making community into a strateg

Hi everyone! I’m Micah Buuck from Lucid Software, based in Salt Lake City, Utah, USA. So excited to be at Pulse this week! I know how grateful I’ve been to connect with and learn from others over the years - can’t wait for more! See you there 😁 I wanted to share a sneak peek of my session on Thursday - Community as a CX Engine: Lucid's Playbook for Scale and Success.-A thriving community can be more than just a support forum; it’s a strategic engagement hub that elevates customer experience, scales support, and delivers invaluable user insights. In this session, learn the exact strategies, practical tips, and specific tactics Lucid Software implemented to transform its community into a powerful, company-backed engine for customer engagement.  Key takeaways💥 How to position your community as a primary channel for peer support and product feedback💥 Methods for extracting, analyzing, and disseminating deep user insights from your community to inform product development💥 Strategies for

Hey everyone! 👋I’m thrilled to be co-hosting a Community Workshop Session at Pulse Europe with the amazing Jon Wishart— all about Building & Growing Superuser Programs in the Age of AI! 📅 When: November 13, 2025🕦 Time: 11:30 AM–12:15 PM GMT📍 Where: Wicklow Hall 2, 2nd Floor (Track 7: Workshop Your Way to Growth)Superusers are the heartbeat of every thriving community — they spark discussions, share expertise, and bring a sense of belonging that fuels growth. But with AI transforming how members engage and consume content, it’s time to reimagine how we support, motivate, and celebrate our most active champions. 🔥 This is not your typical session — it’s a collaborative workshop where we’ll brainstorm with other community professionals, exchange ideas, and rethink how to design modern superuser programs that truly scale. Because what better way to learn and grow than by building with your peers? 🤝 If you’re attending Pulse Europe, I’d love to see you there — and even better, to

Why is the CS department so easily forgotten when it comes to recognition, organizational transparency and visibility towards value generation - internal and for our customer base?And what impact does this have on the CSMs, the ones serving as the critical bridge between internal operations and external customer relationships?It’s a dual responsibility creating a complex web of challenges that span from basic workplace needs to higher-level professional fulfillment.But how are companies, CS departments and Leaders responding to this challenge apart from encouraging & enabling their teams to be “more efficient” or “more productive”? 💰💰💰What about the human being, the person, the individual behind the CSM role?How can we better address the underlying needs creating a foundation where CSMs can thrive internally while delivering exceptional external customer experiences?Having asked myself this question (and thoroughly brewed over it for years!), I am extremely excited to take the s

Are you attending Pulse Europe this November?Join us on Day 1 (November 12) for a special Customer Operations Workshop, a hands-on, collaborative session for operations leaders, Gainsight admins, and anyone building the systems and processes that power Customer Success.This session is designed to be highly interactive. You’ll connect with peers, share challenges, and co-create solutions around topics like: Data quality and visibility Process automation and governance Scaling digital and tech-touch programs AI in Customer Operations We’ll combine short talks, panels, and interactive sessions to explore what’s next for the CS Ops function. Attendance is limited to 45 participants to keep it interactive and high-value.Invites have been sent!If you received one, look for it in your inbox and follow the link to register and share your input.If you didn’t receive an invite, please DM me, and I’ll make sure you get access.If you’re not yet registered for Pulse, don’t miss the 2-for-1 de

 Hey Pulse community! 👋🏾I'm Sahra Kahim, a Senior Community Manager at Supermetrics, and I'm super excited to share my journey from Customer Success to Community with you at Pulse Europe.We all feel the pressure: leaner teams, tighter budgets, and higher expectations. We know community is the answer, but how do you actually build one that delivers undeniable value and gets leadership buy-in?In this session, we're moving beyond theory. I'm giving you a concrete, actionable playbook that you can start implementing the week you get back to the office. We'll cover: ✅ The 30-60-90 Day Plan to seamlessly plug community into your CS operations. ✅ The "5 CSM Plays" – specific, repeatable actions your team can run to drive engagement and efficiency. ✅ The Insight → Product Pipeline to ensure customer feedback directly shapes your roadmap. ✅ Proven Advocacy Strategies tied to business outcomes that executives care about. If you're ready to transform your community from a "nice-to-have" t

Hello Customer Success enthusiasts :)Cäcilia Hemmerich and I are beyond excited to be presenting on stage at Pulse Europe 2025.Mastering the balance between digital scale and human touch plays a critical role to treat all customers like top-tiers while handling limited resources. Join us as we dive into SAP Signavio’s evolving digital engagement models and share how we have transformed the way we connect with customers.Why You Should Join:Insider Insights: Explore practical resources and templates that will equip you with actionable strategies to leverage your digital customer journey. Scalability made easy: Learn how Gainsight can act as perfect base to create meaningful digital experiences. Learn & Failure: To give you a smooth start we will share our learnings & failures faced during our journey.Save the Date: Wednesday, 12/11 at 11:00 AM @Liffey Hall 2.See you at the session!! Register here and check out the agenda.  

In every boardroom, there’s one constant tension:Sales and Finance own the forecast — but CS is closest to customer engagements.CS captures the signals that truly shape predictable growth:🔹 Usage trends and adoption patterns🔹 Sentiment and executive engagement🔹 Expansion intent and value realizationYet too often, these insights stay outside the revenue planning process.At Pulse Europe 2025 in Dublin, I’ll be hosting an interactive workshop:🎯 From Insights to Impact – How Customer Success Can Shape Revenue ForecastingTogether, we’ll explore:✅ How to speak the CFO & CRO’s language when it comes to forecasting✅ How to operationalize CS insights into measurable revenue confidence✅ Real-life exercises that bridge intuition, data, and financial rigorIf you want to move your CS team from the sidelines to the revenue table, this session is for you. Looking forward to meeting you in person in Dublin.

Hey everyone 👋 — [Un]Churned the no. 1 podcast about customer retention is back!We’ll be dropping new episodes every week, hosted by Josh Schachter (SVP & GM of Atlas at Gainsight) with a rotating lineup of guests. You’ll hear from a lot of different voices and get to see a lot of unique perspectives.This thread is where we’ll keep the conversation going: Got a topic or question you want us to cover? Post it here! We’ll be watching 👀  Want to react to an episode? Jump in below. Share those hot takes 🔥  Interested in being a guest? 👉 Fill this out And if you’re into the show, a couple easy ways to support: Follow on your favorite podcast app 🎧 Drop a 5-star rating ⭐⭐⭐⭐⭐ if you’re enjoying it Share episodes on LinkedIn or with friends who’d get value So, what’s [Un]Churned about?Retention is the new growth – and AI is rewriting the rules.Retention is the new growth – and AI is rewriting the rules. Building on years of episodes Josh and team created, we want [Un]Churned t

  We're thrilled to announce that The GameChanger Awards are back and now open for nominations across Europe and Asia!These awards recognize and celebrate the remarkable achievements of our customers who are transforming the landscape of Customer Success, Product Experience, Community Engagement, Education, and AI through Gainsight. This is your chance to showcase how you've leveraged Gainsight products to drive significant impact and innovation within your organization. Nomination submissions will be accepted until 12 September. To participate, simply download the submission template, add your qualitative and quantitative data from 2023 along with your details, and submit it HERE by 6:00 PM (CET) 12 September.   This year’s award categories:The Architect – Customer Communities The Challenger – Customer Success The Dream Team – Any Gainsight Product The Golden Skillet – Skilljar by Gainsight The Transformational Leader – Any Gainsight Product (VP+ title required) The Visionary – AI Ful

I was hoping to nab some pictures to share in a LinkedIn post from both when Gainstars got recognized and maybe from my session. Any idea when these might go up? Thank you!

Thank you to those of you who attended our AI “Real Talk” panel discussion at this year’s Pulse.  We ran out of time to cover all the submitted questions, so this is my attempt to address the follow up questions that I’m best suited to answer.  Do you see Ai/Agents as a more economical solution to outsourcing? No, I see AI agents as an augmentation to the workforce.  Our organization does not outsource but we do offshore.   How do you plan on getting around potential legal hurdles with AI in the future around data, etc. Do you think less regulations will benefit in the long run? Or are guardrails necessary?  At the moment, we don’t have answer to the legal hurdles (yet).  We focus on the markets less regulated to start in order to commence our AI initiatives.  Yes, I believe guardrails are necessary to prevent security risks. @Dan Reese, how did you calculate the cost of one AI Agent for your Digital COE ($14K/year)?  We measured a time impact of [Avg. 7 meetings per week x 30 minutes

 Feeling a little blue now that you’re not surrounded by 2,000 of your closest CS friends? Same here. But don’t worry—you can relive the magic with all the incredible photos from the week 📸We’ll also be dropping session recordings by the end of the week into the Pulse Library.Is it too early to say… bring on Pulse 2026?  

So wonderful seeing everyone at Pulse 2025!!Thank you to the Gainsight event team for a great conference.When can we anticipate the Pulse 2025 On Demand sessions to be available? 

Our Lord returns! DJ Skemaddox returns and it was Glorious!! 

Hey everyone! My team and I are really looking forward to #Pulse2025! Join me on Thursday, May 29 at 10:15am PT in the Innovation Theater for a session on Driving More Expansion Revenue. We will discuss:-What holds CS organizations back from driving expansion revenue-Initiatives to implement-Case studies of successful CS organizations You'll receive an assessment to evaluate your organization and recommendations to boost expansion revenue. Let me know if you're coming so we can connect before or after the session. 

Survive the Vegas heat and make new CS friends at the Minus5° Ice Bar! Matik & Rod Cherkas are hosting a networking happy hour with heavy hors d'oeuvres and a hosted open bar. Explore the Minus5° Ice Bar which is completely made of ice (jackets to be provided), and then warm back up at the 1923 Prohibition Bar next door. When: May 28 @ 5 pm, after Day 1 at PulseWhere: Minus5° Ice Bar and 1923 Prohibition Bar (less than a 10-minute walk from Pulse)Sign Up: https://www.eventbrite.com/e/success-on-the-rocks-tickets-1357265951999 Cool down at the Minus5° Ice BarWarm back up at the Prohibition Bar 

 I’m thrilled to share that, for the fourth year in a row, we’re kicking off Pulse with the official Gainsight Admin Happy Hour!Join us to connect with fellow admins who truly get what your day-to-day looks like and who you’ll be seeing all week long. It’s the perfect way to start Pulse with new and familiar faces, good vibes, and great conversations. Appetizers and beverages are on Gainsight—just bring yourself!📅 Date: Tuesday, May 27th🕔 Time: 5:00–7:00 PM📍 Location: The Landing Pad at Brooklyn Bowl, The LINQ Promenade🔗 Register hereHope to see you all there - cheers! 🍻 

Back by popular demand, we're bringing back this high-impact event we've successfully hosted for the past three years—exclusively for Gainsight Admins.Join a small-group roundtable led by one of six expert Admins from our amazing CS Ops Product Council. These seasoned pros will offer tactical, personalized coaching and share real-world insights. You’ll also connect with fellow admins in a setting designed to spark collaboration and future peer support.Each roundtable is capped at 5 participants to keep the conversation focused and valuable. Registration is required and limited to Pulse-registered attendees. You may attend one roundtable only—helping us open the door for more Admins to benefit from this experience.Event Details📅 Date/Time: Wednesday, 12:30–1:30 PM & Thursday, 1:00–2:00 PM📍 Location: CS Ops Clubhouse🍽️ Note: Lunch will be served in the Clubhouse. You’ll have 30 minutes free before and after your session.Check out some quotes from participants’ feedback in previous