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tim_hoag
tim_hoag
Contributor ⭐️
September 6, 2017

Meeting prep

  • September 6, 2017
  • 5 replies
  • 17 views
I don't consider myself a product expert, so the below is just food for thought.

What if there was a feature (maybe section of C360) that told you what to focus on going into a meeting with a customer. It highlights the top 5 data points that are worth noting.

Initially, I'm thinking it takes the delta in data between last meeting and this meeting (% of people using the product, % of advocacy events, # of critical tickets/bugs, etc) and highlights the top 5 deltas for the user. Sometimes there is a bit of clutter in Gainsight, so this can help alleviate that. 

Additionally, a user can ask sally for "Meeting prep" and it can return these outputs. 

Finally, it could potentially surface other customers who recently had similar KPIs surfaced, so a CSM could collaborate with that person and understand how she/he directed that other customer meeting. 

Just food for thought. 

      5 replies

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      September 6, 2017
      I love the potential that applying AI against the customer data in Gainsight holds!

      Automated insights are going to be a big differentiator for enterprise products in the coming years as 1) AI gets smarter and 2) consumers start to expect it. 
      VP of Customer Success at Forcepoint
      karl_rumelhart
      karl_rumelhart
      Expert ⭐️
      September 6, 2017
      Similar in spirit to the automated insights capability we have thought about for quite some time. Hardest part is that the data sets you likely want to review are pretty different across customers.  This will get easier as we roll out more 'domain objects.'  That is, more standardized ways of representing common data sets. 
      rajesh_gande
      rajesh_gande
      Helper ⭐️
      November 8, 2017
      We have been thinking about this use case for Sally. Here is a short note put together for this purpose. Welcome any comments and inputs!
        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        November 8, 2017
        @Rajesh - I met with a potential partner last week - Sudo.ai - that has a slack bot for a pretty extensive list of integrations and incorporates some AI/ML logic. Here's a link to a 10min video demo of their product - https://vimeo.com/237792519

        If you think there's value in discussing further with the folks at Sudo.ai I can set up a meeting. 
        VP of Customer Success at Forcepoint
        rajesh_gande
        rajesh_gande
        Helper ⭐️
        November 9, 2017
        Thanks Dan. I did look at sudo.ai sometime back. We have an in house AI work done for Sally and we are looking at this use case as an extension of the work we have done.

        Also, this use case requires deep understanding of Gainsight features and domain models. Mani from Data Science team started working on this but it is still early days.
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