All About Pulse

I am getting so excited that Pulse is just 2 weeks away! I have been attending Pulse for years virtually, but this is my second year attending in person, and as a midwestern gal, I am beyond excited to be able to take the stage in St. Louis. I have helped build multiple customer communities in my career as both an Ops professional and also a CSM, and have been a part of some really incredible communities too. I am pulling together all of my tips and tricks and telling you the insight (both good and bad) on what has helped our communities thrive and fall over the years. I am making sure to help you get tips on how to build a new community, but also how to get your CSMs involved and excited about this opportunity. Can not wait to see you & chat more!

🙌 Let’s hear it for Gainsight Pulse 2024!!!  Abby Van de Bogert and Elyse Claxton are amped to bring you "Seamless Starts: Revolutionizing Digital Onboarding to Boost Customer Value and Slash Service Costs." In our rad session, you'll discover how we totally revamped Boomi's digital onboarding (0 to 90 days after close/won) to not only pump up value for users like Alex but also to trim costs and maximize resources during the tech crunch. We’re laying down all the gnarly steps so you can totally rock it for your customers too. Plus, we’ll spill the beans on all the slip-ups we dodged along the way, giving you the 411 to avoid these bloopers yourself.  Catch you there, it’s gonna be all that and a bag of chips! 😉

Hey everyone! 👋 Masha here, co-founder and CEO of Glowstick — I’m super pumped to be speaking at Pulse for the very first time alongside Gainsight’s RVP of Customer Account Management, Ben Stidham.Ben and I will be speaking on Wednesday May 15 at 2pm Central — come to the session to win an environmentally friendly Glowstick bracelet!Here’s why you should join us:Ever felt the pressure of skyrocketing quotas in the post-Sales game? Us too — so we did something about it. We’ll reveal the latest in unconventional yet proven techniques to building post-Sales pipeline beyond hand-raisers. Learn about the good, the bad, and the ugly from our journey so you too can grow faster with your customers.A little more about our talk in this video👇 Can’t wait to see you there!!-->

Galilea and I are thrilled to be presenting at Pulse!Join us in our session, 'The Evolution of Success Plans at Alteryx - Human ➡️ Machine ➡️ Cyborg,' for an exciting journey through how we maximized our impacts and achieved success at scale.Get ready to discover actionable insights and strategies that can help revolutionize your approach to success planning! 🚀⏬Here's what you can expect.⏬Discover how we transformed from manual, human-driven guidance to a 'cyborg' process that's digital-led yet deeply human-connected. Dive into the challenges, opportunities, and key learnings we encountered along each phase of this transformative journey. Unravel the concept of 'cyborg' Success Plans, where the fusion of human touch and automated analytics drives success at scale. Learn about our innovative approach with Journey Orchestrator and targeted CSM deployments, backed by data-driven insights showcasing real effectiveness!We can't wait to see you at Pulse for an electrifying session that will

The one complaint we usually receive about Pulse is, there are too many good sessions and I can’t get to them all! That’s a great problem to have, if we’re being honest. But have no fear - we recorded ALL of the sessions from Pulse US 2024 and you can now watch them in the Pulse Library for FREE!

I’m stoked to be going to Pulse in May and sharing our journey here at Okta on health scoring. My session is Navigating Complexity: Okta’s path to a comprehensive and scalable health score.I’ll be going through Okta’s transformative journey and deep diving through the evolution of our health score. I’ll be sharing how we set up our initial, more basic health score in Gainsight and then showing our transition to a multi-score model due to progressing business needs and digging into real world examples of our learnings from using those different scores to excel in our digital journey and to improve our CSM lead journey.Last but not least, I'll be sharing how we arrived at our Holistic Health score, where we have become more automated and scalable using such features as Gainsight’s Relationship scores to calculate product specific scores!  

Make lasting connections, learn from innovators, and discover the future of digital and AI at the world's largest Customer Success gathering. We are so excited to be bringing Pulse Europe back to Amsterdam! Experience an unforgettable 2-day event filled with inspiring sessions, invaluable connections, and all the child-like joy you know and love! November 13-14 at RAI Amsterdam - see you there!https://gainsightpulse.com/europe/ early to save with our Super Early Bird rates!

We all know that successful onboarding sets the foundation for customer growth but, it can also be hella complex! I am super psyched to be presenting for the first time at this year's Pulse Conference to talk about this very topic with my partner in crime Jess Jasper.Are you interested in automating communication to help your customers onboard successfully? Do you have challenges with contact data? Are you looking for ways to scale onboarding using customer driven metrics? Do you like music from the 80's and 90's?If you answered YES to any of these questions then, this is the session you don't want to miss at the 2024 Pulse Conference! Come hear from 2023 winners of the Game Changer Award in "The Challenger" category as we share how we continue to challenge the status quo at HMH.We'll take you on a real-life journey bringing together the people, integrated systems, and cross-departmental processes to unlock transformative change with this tricky element of customer success. Track Name:

 Discovery Education  It can be scary trying to build a digital customer journey! At Discovery Education we are no strangers to scary…. think shark week and polar bear field trips. Join me and my DE colleagues to learn how we navigated this challenge. Explore how we used Gainsight to ramp up our automated renewals, drive cross-sell collaboration, and build advocacy in schools and districts.Track 7: Top Methods for Scaling CS Smarter, Not HarderSession: Navigating the Digital Customer Journey: Strategies for Scalability and Personalization. Date: Wednesday, May 15th Time: 3:00 - 3:45 PM    

The word is finally out! We’re so excited to announce that Pulse 2024, the largest industry event for customer-led SaaS leaders, is open for registration!If you are looking to use up some of that remaining 2023 budget, get a head start on 2024 planning, or seeking to advance your career with the latest insights in Customer Success, this is a great time to secure your spot at Pulse.Save The Date:Date: May 15-16, 2024 Location: America’s Center, St.Louis, MO Attendance: 3,000+ Customer Success, Community, Product, and Customer Education professionalsSuper Early Bird pricing is available NOW so register today to lock in the lowest ticket rate! Why did we choose St. Louis for 2024? Great Question! Since 2013, Pulse called San Francisco home.We’ve decided to move to St. Louis to make Pulse more accessible to our entire community nationwide!You can read more about the decision here in our blog post!

I am so excited to be speaking at Pulse this year alongside Nicole Belanger, a Customer Success Manager at Gainsight!  Nicole and I will be speaking on the topic of Success Plans and how you can use them to drive towards customer verified outcomes! Come join us in our session Putting Customers First: Success Planning and Verified Outcomes, on May 15th at 11:15am CT  to discuss the Value Realization Program, getting started with success planning and best practices around verifying outcomes.  If you’re new to using Success Plans or want to get better at managing them with your customers to help drive value, this is the session for you!  Can’t wait to see you in St. Louis!! -Erica  

Absolutely thrilled to be taking the stage at Pulse 2024 with my colleagues! Pulse was instrumental in our strategies this year, and I am certain that others can learn from our journey!During our session, we will explore how we at SAP Concur have integrated Gainsight throughout our internal ecosystem to either reinforce or reimagine our Client Success Strategy. We’ve used iterative functionality, creative applications, and holistic engagement to keep Gainsight at the nucleus of our operations, fully embracing its potential. This has allowed for the accountability needed to make measurable progress. We used grit when things were challenging, and grace when things got complicated. Luckily, Gainsight was there the whole time helping us create a sustainable future state we’re proud of!Session Info: Title: Grit, Grace, and GainsightTrack 3: Powerful Value Creating Strategies for CustomersDate/Time: May 16, 2:45pm - 3:30pm CT

Another Pulse means a new crop of GameChanger award winners. Recognizing innovation and leadership in the customer success industry is one of our favorite parts of the entire event. This year, the winners truly inspired us and we are so excited to celebrate their achievements. Without further ado, here are the 2024 GameChanger Award Winners!  The Architect: Lucid SoftwareThe first award is The Architect, a company that goes above and beyond to build a thriving customer community. This company knows the power of engagement and loyalty when it comes to retention and growth. This year, The Architect award goes to Lucid Software. Lucid has had an active community for over 10 years, and they were ready to take that community to the next level by using Gainsight to drive customer engagement and peer support. Lucid wanted to incentivize peer-to-peer support using points, badges, and groups, as well as centralize product feedback to help users more easily share their ideas with Lucid’s develop

WOW! This year was my third Pulse US, and every year I am amazed by what an incredible event this is. The people, the power of being together, and the amazing conversations and genuine engagement everyone has each year is so, so special.  What was MOST special this year was Gainsight’s unveiling of our Human-First AI Playbook, and some of the ways AI can support teams and customers to improve workflows and drive new customer value.  Nick Mehta (CEO) and Chuck Ganapathi (our new President & COO) shared some really critical insights on the main stage around how human-first AI will drive more proactive insights to customer risks, remove the manual admin tasks from CSM plates, and make self-service a personalized and value-add experience for customers. And our product team knocked it out of the park with demos of future AI features Gainsight is hard at work on, to help deliver on this playbook. If you couldn’t attend Pulse live and are feeling the FOMO, check out a few short videos of

Join me tomorrow to find what Ryan Gosling and CSQLs have in common during my session “How to Tap Into Your CSMs’ Natural Ability to Drive New Revenue Streams”.  You’ll leave knowing you have the KENERGY to drive pipeline by leveraging your CSM teams!  

Pulse is here!! I’m in St. Louis and ready to share! Have you read the community post that shows you step by step how to create an actionable process for implementing PX’s product mapper? As Acquia’s Gainsight PX Admin, I’m excited to speak on how this process holds up and helps our Design team measure what matters. Discover actionable takeaways on using the product mapper, dashboard, and analytics features as well as how Acquia is increasing adoption, engagement, and retention of key areas of their DXP by fostering collaboration with product and engineering stakeholders.   Key points: Review Acquia’s process and how it is holding up a year after implementation (especially thanks to the backfill feature) Hear examples on how the product mapper helped Acquia’s product design team influence product roadmap features using adoption metrics Learn how iteration on this process led to improved user engagement across Acquia’s user base for Cloud Platform across a major platform level upgrade.

Hello Gainsight Community! It's Pulse Week 🎉 and we couldn't be more thrilled to share all the incredible insights, innovations, and inspirations coming your way! We know that not everyone can make it to the event in person, but we want to ensure you can still experience the magic of Pulse from wherever you are. That's why we're offering free livestreams of our keynotes—so you won't miss a beat. Day 1 Welcome KeynoteWednesday 5/15 @ 8 AM CTJoin us for the Pulse 2024 opening keynote featuring an inspiring welcome by Gainsight CEO, Nick Mehta, and President & COO, Chuck Ganapathi. In a time where challenges loom large, we confront the realities of today's business landscape with an exciting new playbook to tackle and embrace AI.This year, we are thrilled to include the Gainsight Product team who will unveil exciting AI innovations. These cutting-edge advancements are designed to help people be more efficient and proactive in their jobs, transforming how work is done.We'll explore th

I am so excited to be presenting at Pulse this year in St Louis along side Erica Kennedy, CSM at CVENT. Please join us on Wednesday May 15th at 11:15am CST for our session on Success Planning and Verified Outcomes. This session is designed to be your gateway to understanding how to implement success plans in your organization to help customers achieve their desired outcomes. We’ll discuss how Gainsight developed our Prescriptive Value Realization Program and you’ll hear from Erica on how CVENT uses Success Plans. In this session, you can expect to learn:Why Value Realization Drives Outcomes- Strategies for driving progress towards customer goal Shared Framework- Understand the key components of a value realization framework  Verified Outcomes-How organizations can measure and show tangible results that successful outcomes have been achieved Common Use Cases and real examples Erica CSM at CVENTLook forward to seeing you in St Louis!Nicole  

I’m excited to deliver my workshop Wednesday morning (Track 9) to share how Radically Authentic Discovery turns your customer conversations into goldmines for identifying hidden opportunities - or risks - using AI.Here’s the scoop:The typical CS "check the box" meeting, including many QBRs, doesn't give customers the space to engage on what's most important to them. So we're missing the golden opportunity to uncover critical insights on their top priorities, challenges, and outcomes. Unfortunately that also means we're not giving our AI tools the richest possible data set to produce game-changing insights across the customer base, like more accurate churn risk and drivers and customer health scores - and product innovations, product-market fit, and competitive landscape,  In this immersive workshop, I’ll share an actual customer conversation so you can:Witness how much the customer opens up about their strategic priorities and the competitive landscape. Test your listening skills as yo

Kat Kenny and I will be sharing what we do here at Gainsight to stay closely connected and collaborating between CS and Product.  And, of course, we’ll sprinkle in some of how we leverage Gainsight products to do that.  We won’t only talk about our products I promise!  We’ll cover our processes, learnings and ways we continue to evolve that partnership 

Hi there — I’m Brian 👋  Many companies have communities and education, but they often sit in siloes, the customer experience is disjointed, and outcomes are diluted as a result. Join me on Thursday 5/16 at 11:00 AM on Level 2 in Room 264. I’ll share my philosophy for fully-integrated community and learning, share real-world examples, and help you begin to tell the story internally at your organization to gain the momentum, buy-in, and investments required for success.You’ll walk away:1. Knowing how to drive better Digital CS outcomes for customers, your teams, and the business2. With clear examples and details on how the best companies in the world do this today3. Knowing how to measure the ROI of these efforts and craft compelling narratives for execs Can’t make it or want to pre-read the slides? Visit brianoblinger.com/slides to get them for free.

Hello Pulse Community! 👋Everyone at Tingono is thrilled to join you all in St. Louis for the Pulse 2024.A little introduction of who we are: Tingono makes it effortless to maximize your NRR.Our cutting-edge AI engine plugs into your existing platforms (e.g. Gainsight, SFDC), predicts top upsell opportunities and churn risks, and leverages AI agents to automatically execute recommended actions.With Tingono on your side, concerns about surprise churn, missed expansion goals or proving your quantifiable your impact on revenue become things of past.We are at Booth #B4, please stop by if you would like to learn more.Looking forward to connecting and seeing you at the conference!- Parry Bedi, Co-Founder | CEO

Pulse 2024 will be a hub for networking, with a variety of sessions designed to connect attendees with shared interests and professional pursuits. To help you navigate these opportunities, we've organized the networking events into sessions happening on both days, as well as exclusive events for each day.Plan your Pulse visit by adding these networking sessions to your agenda. You can find additional details on the event app or our web agenda. Simply select “Tag” > “Networking” to see all of the options!  Sessions Happening Both DaysThese sessions are scheduled for both May 15th and May 16th, offering flexible options to engage: Breakfast of Champions: Powering Community Professionals Time: 8:00 AM - 9:00 AM CT Location: Study Hall, Expo Hall Start your day with insights into the future of customer communities and advocacy while enjoying breakfast with peers and our friends at Champion.   CS Ops Roundtable Breakfast Time: 8:00 AM - 9:00 AM CT Location: CS Ops Clubhouse, Room 2