CS Newsletter June 2026

If you've been using Gainsight CS MCP to bring customer data into your AI workflows, our recent enhancements are bringing even more context — and less friction — right when you need it.

What’s new: 

• Your reports are now part of the conversation: CS MCP can now use your existing Gainsight reports, including custom fields, team terminology, permissions, and report logic. You can also adjust fields and filters as needed.
• Pull up your portfolio without extra steps: Say “my portfolio” and MCP applies your company and relationship filters.
• Find the right contact is easy: Ask for key contacts at a company and MCP searches both Company Person and Relationship Person records.

These enhancements became available as part of our June On-Demand release. For setup details, refer to the Set Up Gainsight CS MCP Server Integration article.

Hitting publish on a JO program with branching logic, conditional paths, and personalization tokens has always involved some guesswork. In other words, you build it right, but you can't always confirm it'll work as intended.

JO Program Draft Testing is designed to close that gap. Before launch, you can validate a draft program with up to 30 real participant records, preview how branch conditions resolve, confirm personalization tokens are populating correctly, and see exactly which email version each participant would receive.  So, if you're running multi-branch programs with any regularity, it's worth making this a standard step before every publish.

Ready to try it? The step-by-step setup guide has everything you need.

Community member Anthony Hamburg wanted a better way to explore NPS and CES survey results than living in Google Sheets tabs. The solution? a Google Apps Script that pulls Gainsight survey data via the API into Sheets, then uses Sheets as a backend to power a deployed HTML app that offers a cleaner, more dynamic interface for reviewing feedback.

It's a great reminder that Gainsight's API can go further with tools you likely already have access to. If you’ve done something similar with Google Apps Script and Gainsight data, Anthony is curious to hear about it. 

If you're using Group Send for targeted outreach, this is a lightweight segmentation approach worth knowing about.

Community member Lori Marra was teaching their CSM team how to build people lists for Group Send and discovered that tags can be used as a filter, but couldn't get the Tags field on C360 to work. The community had the answer: tags aren't freeform. They're driven by a picklist admins can configure.

The setup: Administration > Data Management > Dropdowns. Then, search for 'Tags' and add the values you want available. Once added, those tags appear as selectable options in the Tags widget on C360 (as long as the layout is editable). CSMs can then tag accounts directly from C360, and you can filter off those tags when building people lists for Group Send.

The use case that prompted this: tagging accounts by feature interest (e.g. 'Shopify') so that when the feature ships, a targeted email list is already ready to go. Simple, scalable, and no custom fields required. And if you're wondering about limits, there's no hard cap on the number of tag values you can add.

At Pulse 2026, Ty Nam and Shujie Loedolff from Cribl tackled one of the harder questions in Customer Success: how do you scale without losing the human touch? Their answer is a unified customer journey that connects digital programs, one-to-many engagement, community, and human expertise — all built on Gainsight, Skilljar, and community initiatives to accelerate onboarding, improve product adoption, and deliver more personalized experiences at scale.

Missed it at Pulse? The full on-demand recording is available now.

Want to Relive Every Session? Dive Into the Pulse Library