Pulse Europe 2026: Your Expedition Recap!

Hey everyone, 

Pulse Europe is a wrap. Two days in London, and plenty of conversations that started in a session and finished over coffee. Whether you joined us in person or are catching up from your desk, here’s your recap! 

🌍 Day 1 Keynote: Charting the Future of Retention

The opening keynote set the tone for Pulse Europe. ​@chuckg, ​@erica.kuhl ​and Grant Clarke were joined on stage by Alex Roza (SAP) and ​@Anitahg (Cognite) to explore how the Intelligence Revolution is reshaping software, customer relationships, and the future of retention.

At the heart of the session was the shift to the agentic economy, and three complementary paths for navigating it: Build, Buy and Hire. Through platform innovations, customer stories and the growing role of AI-native services, the keynote showed how customer context, agentic capabilities and human expertise can work together to deliver retention outcomes at scale.

▶️ Watch the Day 1 Keynote

🚀 Day 2 Keynote: Operationalize Retention in the Agentic Economy

Day 2 turned the strategy into something you could see. Dan Green, Giorgia Pedenzini, Samantha Murray and Liam Gilleran took the stage for live demos and practical use cases, showing how teams can apply customer intelligence and AI across the post-sales journey. Prebuilt agents, connected digital experiences, MCP integrations and customizable workflows all featured, with a focus on helping teams improve adoption, act on risk, spot growth opportunities and deliver personalized outcomes at scale.

Josh Schachter also hosted a live recording of the Unchurned podcast, joined by Emma Lampert (Ably) and Sean Reid (Supermetrics) for customer conversations on what this looks like in practice.

▶️ Watch the Day 2 Keynote

⛏️ The Dig Roundtables

The Dig roundtables got people talking. Smaller tables, open questions, and plenty of voices that don’t always get airtime in a big session room. A lot of new conversations started here, and we’d love to see them continue in the Community!

The Moments Between Sessions

Pulse isn’t only about what happens on stage. The Expo Hall was filled with chocolate lollies, liquid nitrogen ice cream, and an excavation site where you could dig for prizes!

The official Pulse 2026 gallery is now live 👇

📸 Browse the Official Pulse Europe 2026 Photo Gallery: Day 1 & Day 2 

Community Speakers!

Some of the most compelling sessions at Pulse Europe were led by people you already know from right here, and that includes us! 🎉

So Many Ideas, So Many Products: How Do You Scale Ideation?

​@revathimenon and I hosted our own session on ideation, sharing how we’re building towards community ideation at scale across multiple products. If you’ve ever submitted or voted on an idea in the Gainsight Community, this one is for you!

▶️ Watch our session recording here

And our community speakers brought plenty more! Here’s where you can catch up on their sessions:

Hands-On AI: Turn Gainsight & Staircase AI into a CS Workflow Engine. 
Matt showed how connecting Gainsight CS and Staircase AI to Claude through MCP can turn half a day of EBR prep into minutes, and helped attendees design a Skill of their own to take back to their teams.

Check out ​@mattmarcsmith’s workshop recording here!

The Untitled Leader: Empowering CSMs to Drive Change From Any Seat.
A conversational session on spotting the people in your team who just have it, supporting them, and aligning that mindset to customer goals, with AI as the backdrop.

Check out ​@hayesthomp’s session recording here!

Reddit vs Community: Why Sonos Stopped Choosing. 
How Sonos runs r/sonos and its owned Community Forums side by side, what each does best, and how to measure them on their own jobs while reporting them together.

Check out ​@Keith N’s session recording here!

Scaling CS: The SUSE Transformation Story.
How SUSE transformed its Customer Success organization across people, process and technology to prepare for scale, including the build, buy and hire decisions along the way.

Check out ​@Sbrendes’s session recording here!

Building Custom Widgets with AI in CC.
A practical session for anyone without dedicated dev resources, covering prompting techniques, dynamic data options and a live widget build, with a working template to take away.

Check out ​@jvdc’s workshop recording here!

Expedition Luminate: How We Built It, Scaled It, and Made It a Gainsight Gamechanger.
The story behind Ideagen Luminate, from a sprawling map of platforms and data to a 2025 Gamechanger win, including how CC acts as the spine of their digital customer hub.

Check out ​@Samuel Brown’s session recording here!

📚 Missed a Session? The Library is Open.

Every session from Pulse Europe 2026 is now available on demand. From AI roadmaps to CS operations to community and education, it’s all there. 

Explore the Pulse Europe 2026 Session Library

💬 Keep the Conversation Going

The energy from Pulse doesn’t have to stop here. Share your biggest takeaway, the session you’re already planning to rewatch, or the connection you’re most excited about. 

Pulse 2026 was one for the books, thanks for joining us and being part of another great experience! 😎