All About Pulse

Hey Everyone! First, I’m super thrilled to be back in the Gainsight community - as an Alum, it’s an honor to be invited to give a talk at Pulse. In 2022, Nick Mehta joined me on the CELab (Customer Education Laboratory) podcast to talk about education and enablement (Episode 76). Our focus was to take a macro perspective on Customer Success today – where it’s at and where it’s headed – and question the role that Customer Education plays. In that discussion, Nick presented shared how he considers education as being at the core of what we do in Customer Success and shared four (4) key areas - in SaaS - where we need to focus. In this session we’re going to expand upon these topics and much more. Join me as we: Talk about how Customer Education is “the Core” of Customer Success Understand Program Maturity - where are you at? Growing your program - where are you headed? And finding the others - people who know and understand Customer Education and can help you. Customer Education is, as Ad

👋🏼 We’re officially one week away from our in-person Pulse conference in San Francisco and I can’t wait to present with @CassidyCardoso on Driving Engagement with Stakeholder Alignment. As a CSM, it’s crucial to ensure you’re meeting with the right personas at the right cadence to make sure you’re aligned with your customers and this can look different across segments (high touch, mid touch and digital touch). Come join the conversation on Wednesday at 2pm PT as Cassidy and I talk through 1) why stakeholder alignment is important, 2) identifying who your personas are within your customer base, 3) what the right cadence looks like by segment and 4) how this is executed within Gainsight. 🤗 Get Fired Up!

Hi, do you organize any Pulse event in India. Please share details if yes.

I joined Gainsight in mid 2014 and my first Pulse was in May 2015 -- so not quite ten years for me but getting close! The 2015 event was in one of the coolest -- and, as it turns out, coldest -- Pulse venues of all time. We took over some warehouses on a pier in San Francisco…. ...and converted them into a baseball-themed celebration of all things Customer Success. The most memorable thing for many attendees was the Taylor Swift impersonator -- who some people thought was not an impersonator at all! Our customers delivered in the obligatory music parody For me the most memorable thing was the opportunity to introduce the world to the first step in the journey of Digital Customer Success, When I first joined the company I spent a lot of time talking to CS leaders and came to understand a huge gap -- they had no way to reach their customers at scale. We build the world’f first automated engagement tool for Customer Success. We unveiled it at Pulse 2015. We have come a long way with Digit

For Gainsight Administrators attending Pulse 2023 in San Francisco, we're recreating this massively successful event that we launched for the first time last year! You’ll come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Six experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable. Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat. You can attend just one roundtable. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity. Topic Admin Host Roles and Responsibilities of a CS Ops team Angela Domenichelli @angela_domenichelli Creating an Action Oriented Health Scorecard to Prevent Churn and Predict Growth Kristina Holbrook @KristinaH Gainsight Adoption and Enablement

Good Afternoon everyone!!🙂 Hope you are all gearing up for Pulse & getting excited for a jam packed 2 days in Moscone next month.🔥 We can’t wait to see you, and I just wanted to take an opportunity to highlight our Pulse FAQs for any doubts you’ve got! I also wanted to share a discount code for anyone who doesn’t yet have their ticket!! Today is the last day of our Early Bird Pricing before the price increases tomorrow. The code PULSE_RALLY will give you 35% off any ticket type!! Please let me know below if you have any Pulse event related questions I can help with!

The Gainsight team is looking forward to seeing many of our Community members at our US Pulse conference and Pulse Academy Live on May 16th. I’m happy to introduce you to the instructors who are leading the 4 different product training tracks: Gainsight Admin 101, Gainsight Admin 200, Gainsight PX 101, and Getting the Most from Gainsight for End Users. You can preview the agendas here. And, use the coupon PULSE_RALLY to take 35% off your PAL and Pulse tickets! Gainsight Admin 101 with Brian Holmes @bholmes Gainsight Admin 200 with Jeff Boyer and Stacey George @jeffrey_boyer @sgeorge Gainsight PX 101 with Lisa Mirth@lisa.mirth Getting the Most from Gainsight with Jen Holtmann @jholtmann

Looking forward to seeing everyone in San Francisco this year! Where is everyone meeting up for post-conference get-togethers this year?

I’m so excited to attend my very first Pulse conference, and I’m especially looking forward to networking with other PX customers! In my session, I’m going to share how my team used Gainsight PX and another product (Split.io) to gradually release our re-designed home page and iterate quickly on user feedback. This is the first time in our software’s +25 year history that we’ve had a true beta test program. The Gainsight/Split combo was fantastic for creating feature flags to deploy new code to subsets of our user base, to communicate with our early adopters, and to quickly gather immediate feedback. We are already refining this process with the next big feature rollout this spring. Can’t wait to share this use case with you all, and see what suggestions you have for us at Trimble!

When can we expect the slides and audio from Pulse Europe 2022 please

Keeping a community alive is no easy task. It takes dedication, effort and a passion! I know no one as passionate about Community as @anirbandutta. We will be together at Pulse to talk about the initiatives we are excited about to drive engagement in our communities, and we hope it will inspire you to experiment with your own community programs to drive sustained customer success. Feel free to connect with us in the this thread, or via Linkedin. I am always happy to connect and chat community, knowledge management and self service.

Want to make sure I’ve got my calendar blocked for Pulse 2023 in SF! Do we know the dates already?

@CharlotteK … enjoyed your session Live… forgive the approximation of the Title but please share snippets of your session and bake in a few Questions you recieved (I know you received many :) because of the highly informative nature of practical workflows… and let’s open up the convo! 😀 "#Community is just not a platform, it's an intentional strategy" - @Tyzaa_ of #Blueprism at @GainsightHQ's #PulseEU22 pic.twitter.com/1bu83gpYJz — Anirban Dutta (@anirban_dutta_) November 9, 2022

WHO? After speaking with Adam Joseph, VP of CS, on a fireside chat about Digital-Led CS a few months ago (see here for recording) … myself and Jordan Barker are very excited to share our journey with everyone at Pulse Europe in a few weeks. 🤩 We’ve grown a scaled Digital Customer Success operation from the ground up in just 12 months; innovating, building, failing, experimenting and using data science to build a digital environment to ensure the success of our 8000 customers. 📈 WHAT? Covering PEOPLE, DATA & TECH and INFLUENCE, we will be aiming to educate and entertain. Walking you through our journey to leave you with nuggets of information and learnings to take back to your organisation as you aim to scale your CS delivery. 💡 HOW? Join us at 11:30am on Thursday 10th November. 👋 Or feel free to message us to connect during the conference - we would love to chat and make new connections.

Majorly excited to be returning to the stage at Gainsight's awesome #PulseEurope2022 event where I will sharing my "Lessons Learnt from Managing Customer Success at Enterprise Companies". With nearly 10 years #CustomerSuccess #leadership experience at true giants of the software world with Autodesk & SAP I will talk about the good, the bad & the ugly! PS - Someone else may be joining me on this topic who is even more awesome!

Really looking forward to being on stage at Pulse Europe 2022 in 2 weeks and sharing our journey in building a digital end-user journey to complement our customer journey. In the presentation, I'll talk about how a digital user can complement your customer journey, why it's important to adopt a multi-channel approach for this journey, and illustrate this with the self-service onboarding program for TrendMiner we launched last year. This program combines an in-app journey via Gainsight PX, a series of onboarding emails via Gainsight CS Journey Orchestrator, Fundamentals webinars, eLearning, and a getting started section in our user guide. Its implementation led to an increase of user activation between 5 and 10 percent. Let me know if there's anything you would like to see covered during the session or in the Q&A afterwards... Session details From Customer Journey to User Journey: Scaling B2B CS by Focusing on the End-UserTrack: Scaling Massively with Digital EngagementWednesday, Novemb

@nick_mehta , @dan_steinman and our Community BFF @lauren_olerich #PulseEU22 - keep an eye on social

I’m excited to be back at Pulse Europe this year and looking forward to sharing actionable insights on How to unite your company around Customer Centricity. Do you struggle with making Customer Centricity a company wide priority? Does your leadership team still believe that the Customer Success team is the solution to all customer related problems?Then this session is for you! I'll share with you how we united the company around Customer Centricity, the framework and roadmap we created, and what we have already achieved after 1 year of customer centric mindset. I’m hoping to leave you with a toolkit you’ll be able to implement right away . But I’d also love to learn from you and hear about your struggles or ideas on this topic. So what are your challenges when it comes to uniting around Customer Centricity?

We are so psyched about the upcoming Pulse in London in a couple of weeks. Kirsten Andres and I will be speaking about how we have been using Gainsight CX and Gainsight PX to globally scale our Customer Success approach with our customers…….join our session to find out how we generate more than 10,000 (yes…..TEN THOUSAND) NPS responses every six months, and how we use this date to shape our Customer Success approach with our customers…….I could go on and on and on…..buuuuut why don’t you just come and see our session??? :-D Look out for the session titled “The ‘Unbeatable’ product engagement strategy to support worldwide growth”.

We’re so glad you’re here! A little over a year ago at Pulse, Gainsight announced the CS Ops Mentor Program just for CS Ops Professionals, whether you were looking to land a role, just getting your feet wet at 6 months in, or experienced! Since then, in Gainsight’s community alone we have had over 3,000 people from all sorts of CS roles reply with interest and start conversations, and 293 mentees, 25 mentors, and 152 who don’t mind either, sign up for the Program. If you missed it, don’t fret! This year at Pulse there’s a big chance the best minds will also be a part of our growing CS Ops community. CS Ops Mentor Program for new and experienced CS Ops Professionals: Mentors can expand your network, build coaching and people skills, while reinforcing your knowledge on subject matters and offering mentees a different perspective. By the way, signing up is easy and free. “ I have mentored dozens of people in my career and it has made me better at what I do. Teaching is the best way to tru