All About Pulse

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

Welcome to the 2025 Gainsight Support Booth!This year during Pulse we’re going to be doing something new: a live moderated Zoom meeting that Pulse attendees can join at any time to ask any product-related question directly to one of our Support agents.Here are some notes on how the Support Booth works:After joining the moderated room you will be routed to a breakout room with an available agent. If no agent is available you are welcome to use our waiting room until one becomes available. The support booth is primarily made up of CS support agents and we’re best equipped to answer those questions. If you have a question regarding CC, CE, or PX we will do our best to route your question accordingly. Thank you for the patience and understanding! Lastly - to enable us to service as many questions as possible, we are limiting each breakout session to 20 minutes. If an agent cannot address your question or issue in that time, but you would like to continue the conversation, we will ask that

Hey Everyone,  I am not quite sure when my session is yet (we are moving some things around), but wanted to share with you a little information about my session: Customer Education Integrated: The Human + Hybrid Model That ScalesI’ll be sharing more deeply about the onboarding process for our customers at Handshake and how we have crafted was we think is a healthy balance of infusing technology for efficiencies while keeping humanity at its core. We made many mistakes along the way and hope to share them with you for us all to learn from and iterate on. Hope to see you there!

Can’t wait to see you all at Pulse 2025 !!I’m SO excited to be presenting this year and taking in all of the great content from Pulse 2025In my session, attendees will take away tangible ways to;- Foster psychological safety and support within your CX team- Create a thriving team culture that enhances customer outcomes- Implement strategies that empower your team to deliver exceptional serviceSee you all in Las Vegas 🤩  

Hello Gainsight and Pulse Community!We’re thrilled to bring back Circles of Success  - one of the most popular sessions at Pulse. It’s our rotating roundtable lunch where you’ll connect with 100+ Gainsight customers and discuss top-of-mind topics around CS, ops, customer journeys, and career growth. Whether you’re looking for fresh ideas, peer insights, or a chance to share your own experiences, these sessions are interactive and unscripted - making each conversation unique!Event DetailsWhen & Where:Lunchtime, both days at Pulse. Enjoy your meal as part of the event - no need to bring your own lunch! (P.S. I’ve heard it’s the best food at Pulse!)Who:Pulse attendees who want to learn and network!What:Two 30-minute roundtable discussions on planned topics. Choose from 10 tables covering a range of CS-related themes: AI Tools for Customer Success Managers Customer Enablement, Self-Service, and AI Redefining CS Roles: CSMs, Technical CS, and Sales CS Ops Pros’ Roundtable Metrics Th

Howdy Folks!I just got back from a week long conference in which most of the sessions seemed to be the standard interview where there is a couple of chairs and a staff member asks one or two guests predetermined questions. Its been done before and, honestly speaking, after the 2nd or 3rd time seeing a session like that you get tired of it. I’m sure that to some degree this interview format will be use at Pulse 2025 as well, which is fine however, I would like to suggest that the event staff consider having a few sessions in the format of Hot Ones. Specifically, there would be a table with chicken wings, or the preferred veggie, which is covered in varying degrees hot sauce and the interviewer and guests eat one for each question in order of least hot to most hot. There are many examples of this online so its easy to get inspiration from and I think it would be a huge hit if ​@nick_mehta or some other members of the event staff participated in this. Regardless adding this as an option t

Big Ideas. Bold Moves. Vegas Energy. We're so excited to announce that Pulse 2025 will be hosted at Caesars Forum in Las Vegas, May 28-29, 2025. With registration now open, this is your chance to go all in on learning, networking, and career growth with 2,000 of brightest minds in Customer Success, Community, and Education. Don’t gamble with your budget—lock in the Super Early Bird rate of $995 before prices increase on January 31, 2025. P.S. Interested in getting on stage? Our speaker applications are now open! Submit your proposal today for the chance to speak in front of 2,000 CS professionals.

 Calling all Customer Success champions! As a Senior Manager of Digital Customer Success within BMC Software, I've seen firsthand how departmental silos can hinder our efforts. Everyone's focused on their own goals, leaving the customer experience fragmented.Here's how a lack of collaboration hurts your customers:Confused by conflicting information from different teams. Stuck in slow-motion resolutions as issues get passed around. Solutions that only address part of the problem, leaving them frustrated. Feeling like they're just a number, not a valued customer.But imagine the possibilities with customer-centric collaboration!Join me and the amazingly brilliant, Victoria Barry at my session at #Pulse24!  We'll equip you with actionable strategies to:Unify the business: Align everyone around the common goal of customer success. Speak the same data language: Use data insights to make informed decisions for your customers. Embrace a customer-centric mindset: Put the customer at the heart o

Exciting news! The recordings from Pulse Europe 2024 are now available!  Missed a session or simply want to relive your favorite moments? You can now catch up on all the insights, strategies, and inspiration you missed (or loved) from the Pulse Library.Whether it’s cutting-edge AI trends, strategies to boost retention, or tips to build stronger communities, it’s all there, on demand and ready for you.Happy listening and watching!  

Every year at Pulse Europe, we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers.Without further ado, put your hands together for this year’s Pulse Europe GameChanger Award Winners!The Architect : Odido, Jason de Krijger ​ ​@Jason_Odido The Architect Award recognizes the individual or team that has gone above and beyond to build a thriving customer community. The Architect is a visionary leader who understands the power of community to drive customer engagement, loyalty, and success. They are adept at creating a space that is not only informative and helpful, but also fosters a sense of belonging and connection.This year, The Architect goes to … (drumroll, please) … ​@Jason_Odido, Community Manager at Odido.Odido is the largest mobile phone company in the Netherlands—and offers the best mobile network in the world. The company wants everyon

I’m a familiar face around here in this community, but I’m also excited to be going to Pulse Europe this week where I’ll be giving the talk: Community Magic: How Collaboration fuels an Engaged Community.When I do talks I’m normally drawn to strategic topics with lots of cool nerdy frameworks that hopefully people want to take photos of.  😅 Who doesn’t love frameworks!?  But this talk will be a bit different.  It’s going to be about the very real challenges of running a mature enterprise community across multiple use cases, products, modules and more.  As the title suggests, the heart of the talk is about the power of internal collaboration, where I’ll be sharing four key strategies that we employ to navigate the complexity of our programs, along with a lot of very practical examples.  If you’re at Pulse this year and you see me around, please do come and say hi!

Hello everyone! 🖐🏻I'll be attending Pulse and would like to connect with community managers to share insights, discuss best practices, and explore ways we can strengthen our communities. I would like to chat about engagement strategies, challenges, or just network, I would love to meet up. Feel free to reach out or let me know if there’s a specific meetup for community managers. Looking forward!!!See youuu… 🙂Pelinsu

Super excited to be joining Pulse once again and discuss the benefits of tracking value throughout the customer journey, why it matters, how to implement it company wide, and what are the expected results!And yes, there will be some tactical advice on how we leveraged Gainsight to implement it at Benchling 👍There will be something for everyone, if you’re just starting in your journey or if you’ve already got a value relay going at your company!See you tomorrow!

...then I’m super excited to invite you to my session at Pulse Europe! 🚀Take a step back from the day-to-day hustle and reflect on your career journey with me. During this session we'll challenge the traditional linear path, redefine success in Customer Success, and explore actionable strategies to help you map your career. You’ll walk away feeling inspired, empowered, and ready to take ownership of your professional growth!✨ Whether you aim for leadership or want to thrive as an individual contributor, this session will equip you to make bold moves. See you there! ✨

I'm excited to be a speaker at Pulse Europe 2024! I've been invited to talk about elevating Customer Communities beyond Service - and becoming a Customer Success powerhouse.During the session, I will talk about how to step up your support game by empowering customers to help themselves and each other.I will dive into how to make use of your limited resources by building and expanding Community programs that help you identify customer experience issues.We're going to discuss how to identify and nurture the most important users in your community and how to build trust on your mission to creating a tight-knit and self-sustaining Customer Community.And I will show you examples to further leverage your community in order to create even more added value.So, buckle up. It's going to be a fun ride with lots of ground to cover in 45 minutes.Date: November 13, 12.15 pmSession Name: Turn Your Community Into Your Top CS Asset: Elevating Your Customer Community Beyond Service

Really excited to be attending Pulse again this year but this time I'll be sharing the stage with Brenna O'Neill and Patrick McCrudden, my colleagues at Mews talking about Enabling Self-Sufficient Customers Through Community and Digital Onboarding. 🚀Day 2; 15:45 - 16:30Part of (Track 4 - Empowering Customers to Succeed on Their Own)We will explore how to enable customer self-service by leveraging digital onboarding and community engagement throughout the customer lifecycle. Attendees will learn practical strategies for automating onboarding, reducing resource demands, and scaling solutions across regions and languages. Real-world examples and insights will demonstrate how to implement scalable digital solutions in your organization.Looking forward to connected with my peers once again in Amsterdam next week! 🙋🏼 

ITS ALMOST TIME!!!!!  

Join me at Pulse Europe to explore how to step off the traditional career path, redefine success, and gain practical strategies to drive your own professional growth in Customer Success. Watch now to get inspired!   Can’t wait to see you there! 

Hi everyone, On the first day and first session of Pulse EU 2024 I will run a presentation called: Fast Track to Excellence: Halving Onboarding Time While Achieving +80 NPSIn this session I will share what we did and what we learned in our project to make onboarding smoother and more efficient. If you have any input or thoughts on the topic, let me know and I may cover it in the presentation. My goals is that you leave this session inspired and equipped with valuable insights on:Stakeholder Alignment and Engagement: Strategies for getting buy-in from both internal teams and external partners. Onboarding Journey Analysis: Identifying and smoothing out the rough edges in your process. Automation in Onboarding: Leveraging technology to enhance efficiency and consistency. Leveraging Gainsight: Tracking, measuring, and reporting on onboarding metrics. Integrating Systems for Transparency: Ensuring internal communication about customer status for seamless coordination. And even a bit of prod

Hello Community!Kirsten and I will be presenting at Pulse EU this year - and we’re thrilled!In our presentation, we’ll talk all about the solutions we have adopted (automations, data, and self-service system) to empower our CSMs to do what they do best - take care of our customers.Can’t wait to see you all there very soon!

We are delighted to announce Pulse Academy Live EMEA: Gainsight CS Admin Training on Nov. 12. This specialized training session is designed for Customer Success professionals eager to deepen their knowledge of Gainsight's powerful functionalities and best practices in customer lifecycle management.What to Expect?Our training is designed to help Gainsight Admins harness the full potential of the Gainsight CS platform. Here's what you can look forward to:Comprehensive Training Modules: Explore the intricacies of Gainsight CS through detailed and hands-on modules. Expert-Led Sessions: Learn from our experienced Gainsight experts who will share invaluable insights and best practices. Interactive Learning: Engage in interactive sessions that allow you to apply newly acquired skills in real-time scenarios. Peer Networking: Connect with other Customer Success professionals, share experiences, and build a supportive network within the EMEA region.Who Should Attend?This hands-on workshop is int

In my session, we're going to unpack the concept of Product Maturity and learn how its different from the metrics we usually rely on. I'll explain how PMM doesn't just measure usage, but transforms it into a collaborative roadmap that we and our customers can follow together.  I'll show the deep insights we can gain and how they influence our strategies.  And that’s just the tip of the ice berg.My session might be a rock opera...trying to figure out how to get the band from Oregon to Amsterdam… 🤔 

The 2024 GameChanger Awards Nominations are now open! The GameChanger Awards recognize and celebrate customers who leverage Gainsight products to change the game of Customers, Product Experience, Community and Education.These leaders make an undeniable difference for their customers, teammates, and partners. A GameChanger is intuitive, always authentic, never stops challenging the status quo, and might have superpowers. Does that sound like you? We thought so!Nominations will be open 1st August – 11th September, 2024. Winners will be announced live at Pulse Europe 2024 in Amsterdam!This year's Categories are...The Challenger The Dream Team The Architect The Defender The Transformational Leader of the Year (VP or above)To see a full description of the award categories, visit the home page here.To enter into this competition, you need to submit your nomination for the category where you have seen substantial quantitative and qualitative results between 2023 and 2024.