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Thanks to everyone who joined us for Part 2 of our PX-CS Better Together series! This session was all about unlocking deeper value by connecting the dots between product usage insights (PX) and customer success workflows (CS). Whether you’re looking to scale your CS efforts, drive proactive engagements, or personalize your customer journey, this session showed how bridging PX and CS can take your programs to the next level.

 

🧩What we covered:

  • Real-world use cases of PX-CS integration in action

  • How to operationalize PX data in Gainsight CS (for playbooks, CTAs, dashboards, and more)

  • Tips for leveraging engagement data to inform health scoring and renewal strategies

  • Common challenges and how to overcome them

  • Live Q&A and audience best practices

 

🛠️ Spotlight: User Proficiency Profile

One of the key concepts we touched on during the webinar was the User Proficiency Profile—a powerful way to personalise and scale customer success efforts using PX data.

What is it?
A User Proficiency Profile is a behavioral snapshot of an individual user’s interaction with your product. It tracks how users engage with key features over time and categorizes them (e.g., Beginner, Intermediate, Power User).

Why it matters:
Understanding user proficiency enables teams to:

  • Tailor onboarding and enablement based on actual usage patterns

  • Trigger targeted engagement (via Journey Orchestrator or CTAs) to guide users to the next stage of their journey

  • Identify power users who could become champions or provide product feedback

  • Spot at-risk users who are stuck or underutilising important features

This profile can be built using PX engagement data and then passed into CS to drive context-rich actions—like adjusting health scores, customising outreach, or flagging training opportunities.

 

We also covered how to integrate PX and CS use cases on reports, dashboards, surveys step-by-step, so you can begin unlocking the full value of this powerful combination right away. Don’t miss the exact walkthrough—it's all in the webinar recording.

 

🔍 Resources:

If you missed Part 1, you can catch up here.

 

Already bringing PX and CS together in your workflows? Share your takeaways or tips in the comments below—we’d love to hear from you!

Thank you for sharing the details, Rishiba. In addition to the above resources, I have attached a document that provides step-by-step instructions for implementing the discussed use cases.

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