Give experienced admins an "opt-out" on in-app notifications

Same as ​@victoria_peeker_barry 
All 3 links redirect to this same thread: https://communities.gainsight.com/ideas/give-experienced-admins-an-opt-out-on-in-app-notifications-29370/index2.html?tid=29370#

​@victoria_peeker_barry ​@romihache can you try again? Not sure what happened but I updated the links and they appear to be working for me now.

As a reminder for everyone (in case the calendar links are not working) the session is scheduled for tomorrow, October 30th at 7:30am PST.

Nope  😣
This is the error I get for Google Calendar
 

But the Zoom one seems to be working, I’ve added a manual event in my Calendar with that link

Quite frustrating and I’m sry for the experience! I’m hopeful all of this will be worth it with a format designed for open dialog.

same - I added it manually

Unable to make the session today due to illness but I want to reiterate that admins MUST have the ability to opt-in to any and all in app notifications.  Anything other than this creates significant hardship for admins that already have a defined and robust enablement process.

And a big 👎🏻 to the suggestion of leveraging system email templates for this. Managing journeys and templates is already complicated enough without adding more to it. Most of us manage the entire platform, not just JO.  We need to make admins jobs easier not harder.

​@darkknight I’m sorry to hear you won’t be able to join today as I was looking forward to your perspective in the discussion.

I understand your point around admin control and the need to minimize additional workload. I’m currently exploring an opt-out preference experience that would allow admins to manage in-app engagement settings directly. The current concept includes an in-app dialog prompt to capture preferences, with ongoing accessibility through the KCB for updates at any time. While this isn’t finalized yet, I wanted to share that we’re actively working on a solution informed by feedback from this thread.

Thank you for taking the time to share your thoughts. Wishing you a quick recovery.

​@jared_block please let us know when we can get an update from the call- and will you post it here - or whats the best way to follow this topic?

​@victoria_peeker_barry great timing

Hi everyone,

As mentioned during last week’s Community Forum, our goal is to refine how we engage customers through Gainsight CS, focusing on clarity, relevance, and better user experiences. Thanks to everyone who joined; your honesty and input were invaluable.

While this forum represents some of our most engaged admins, many customers don’t have that same level of ownership. Ultimately, our goal is to reach those users directly and build a model that helps every customer, not just those represented here, succeed.

That said, based on the feedback from the call and in this thread, we’re resetting our approach to CSM end-user digital (in-app +email) engagements. Going forward, CSM end users under high-touch (Enterprise/Strategic) CS models will no longer receive direct emails or in-app engagement (other than periodic feedback surveys). Please be patient as we work on updating all existing engagements.

In the near term, we’ll focus on supporting admins with fewer, higher-impact touches. I am also advancing two key initiatives:

• Digital engagement by role: Bringing more clarity to how we engage each user type.
• In-app preference center (via PX): Opt-out by default, giving admins more control.

Looking ahead, I’d like to keep partnering with this group to help define a future where digital is more inclusive across our entire customer base, especially as we continue to refine and iterate our digital strategy. I’m exploring a small Admin Partnership Program for those who want to stay closely involved in helping shape our strategy, and plan to reconnect in Q2 around Pulse. If you’re interested, please comment here and/or email me at jblock@gainsight.com.