We are currently working on expanding out how we engage with our customers digitally, and would like to suggest an interactive page for different journey stages. (We plan to start with onboarding, but eventually expand this to adoption, renewal, and mature customer journeys.) 

This idea in many ways stems from the old concept called “Nucleus” that Gainsight introduced at Pulse in 2022, but never launched.

Ideally, such a hub page is specific to the customer, tailored to the product they own, is personalized to their stage in the customer journey, and integrated with Gainsight CS. Resources, next steps/journey map status, and interactive tasks (which are linked to milestones in Gainsight CS) would allow the customer to see everything that matters to them in that moment, and more importantly, hold them accountable to their own success.

Furthermore, such an integration between CS and CC would allow our scaled Customer Success team to step in when the customer is falling behind, and keep them on track.

While this concept would start as a digital-led concept, it would scale up to customer-led segments to create a more consistent customer journey across the portfolio, and greater scalability for our CSM teams as well.