All About Pulse

Hey everyone!  The expedition is complete, and we have our Pulse 2026 Social Rockstar! 🏆Pulse Europe 2026 is a wrap, and your #PulseExplorer2026 posts did not disappoint. Thank you to everyone who shared their moments, takeaways, and memories from the conference, you made this year's contest one to remember. Now, the moment you've been waiting for… 🎉 Congratulations to ​@Jef Vanlaer 🎉The Lucky Wheel has spoken!Jef is officially our Pulse Europe 2026 Social Rockstar, and will be taking home an exclusive Pulse swag bag, alongside a Social Rockstar badge on their Community profile. Keep the conversation going below, we want to hear what you're bringing back to your teams. See you on the next expedition. 👀

Hey everyone!Can you believe Pulse Europe kicks off tomorrow?! 🇬🇧The past few days brought a handful of tips, and now it’s time to pull them together.✅ Sessions registered✅ Route to The Brewery sorted✅ Happy Hour at Fabric in the diary✅ Introduced yourself to a few people✅ LinkedIn challenges bookmarked✅ Comfortable shoes packedThis one is definitely going to be a good one. What are you most looking forward to? Or what’s one thing you’re hoping to walk away with? See you on the expedition. 🗺️✨

Hey everyone 👋We’re officially 48 hours away from Pulse Europe! Today’s tip: Say hello before you arrive, and make the most of the moments in between.The best part of Pulse is often the people. Walking into a room full of new faces is much easier when you've already connected with a few of them. We’d love to open the floor to you - feel free to introduce yourself, and say what you're hoping to get out of the event. You might find someone to sit with at lunch, or someone facing the same challenge you are.The sessions are the headline, but some of the best memories from any event are the little moments: a photo with someone you’ve only ever talked to online, a throwaway comment that turns into a great idea, a moment that makes you laugh, and to celebrate this - the Social Rockstar Contest is back! Share your Pulse Europe experience on LinkedIn using #PulseExplorer2026, complete the three challenges, and you could win a Pulse swag bag 😎 Check out the full contest details belowYou don’t

Hey everyone!It’s officially 3 days until Pulse Europe, today’s tip: Know before you go 📝 A few essentials to keep in your back pocket before you head to London:📍 Pulse Europe is at The Brewery, a short walk from Liverpool Street, Moorgate and Barbican. 🗓️ Monday morning kicks off with The Dig, a set of peer roundtables and an open forum for anyone who's built something with AI. After that come two days of keynotes and 40+ sessions across five tracks, with lunch included and a happy hour. 🎉 Happy Hour is at Fabric on Monday 19 October, 6:00 to 7:30 PM. 🎥 Can't catch every session? Recordings will be on the Pulse Library after the event. The full details are in our Know Before You Go post: Which part are you most looking forward to? And if you've been before, what's your one tip for first-timers? 🧳

Hey everyone 👋 We’re counting down to Pulse Europe! We'll be sharing a daily expedition tip to help you make the most of two days in London. Let's start with the one that saves the most heartbreak: register for your sessions in advance. There's plenty going on across both days, and a little planning goes a long way toward building an agenda that fits what you're hoping to get out of the event. Open the mobile app now, build your schedule, and lock it in before the week gets away from you. Search for "Pulse presented by Gainsight" in the App Store for your device! Install for Apple (Click Here)Install for Android (Click Here) What's the first session you're claiming? And if you've been to Pulse before, which session would you tell a newcomer not to miss? We can’t wait to hear it!👇

 AI Forward DCS is real, and we’re already experimenting and ideating a lot on this front.Just a year ago, AI in DCS was mostly theory. In early 2026, our team at Gainsight was challenged to figure out where and how AI could be used across our DCS programs, from planning to execution.What started as a project in an AI tool turned into a robust system, and it taught us what it takes to build an AI forward DCS. We call that stretch the messy middle: understanding input-output theory, judging and iterating on your sources and standards, and, of course, writing the rule book.The idea was to take a well-defined motion like onboarding and convert it into a complete digital motion. It took us 60 days to build all of it. That’s very different from downloading a couple of skills and prompting. In this workshop, we’ll get you thinking about your own processes and team dependencies, and help you decide what you need to build. What took us 60 days of iteration, we’ll share in 60 minutes. You can r

Hey everyone 👋My session title has a "vs." in it and I'm going to spend 45 minutes explaining why I've never actually had to choose.I look after both sides of that title at Sonos: r/sonos, where the moderators invited us in a few years back, and our owned Community Forums. Similar customers, same products, very different jobs. That became painfully obvious during our 2024 app launch, when Reddit set the temperature within hours and the Forums ended up holding the record. What I'll be covering:🏠 Rented land vs. owned land and what each one is actually good at🧑‍💻 Why u/KeithFromSonos works where a brand account wouldn't (and what it costs)🔥 What a rough patch taught us about showing up, including when your CEO posts on Reddit under his own name🔁 The handoff: Reddit surfaces the issue, the Forums document the fix, search and AI send people back to it📊 Measuring each channel on its own job and reporting them together If you've ever been asked "why do we need a forum when everyone's

Join my colleague Alan and I at Pulse this year where we walk you through our process to build Luminate.When Ideagen scaled rapidly, we also inherited a sprawling map to navigate: different platforms, different user bases, different data scattered all over the business, with no clear route through any of it. In this session we'll share the expedition we went on to make sense of it all, from the "monster of a task" we were handed, to the vision behind Ideagen Luminate, to the moment it was crowned a 2025 Gainsight Gamechanger. We'll also share where the map leads next.Key takeaways:Our top 5 recommendations for boosting engagement and adoption across your own digital customer hub Why Gainsight CC can act as the spine of your digital customer hub, even when your e-learning lives in a third party tool, and how APIs make that integration work How we're scaling our AI tooling across the platform, from rapid response content creation to automating release notes and community content What's n

Hello everyone!​@samanthahamlet and I’m going to be at Pulse Europe and we are so excited to meet you all there!We are also gonna be presenting on something that we have been working on, to improve the experience in our own community here!Ideas are some of the most valuable things a community gives you. Doing it right across more than 1 product takes many teams, a fresh look at how everything runs, and plenty of time in the weeds.Sam and I’ll shed some light on how we've been building our ideation process at Gainsight Community: the parts that worked, the parts that broke, and what shifted once we started scaling it beyond one product.Session: So Many Ideas, So Many Products: How Do You Scale Ideation?Where: Pulse Europe, The Brewery, LondonWhen: October 20th, If ideas are on your community's plate too, come find us. We'd love to have you in the room! 👇🏼 

Hey everyone,On October 20th at 11:30, I’ll be doing my best to share some tips and tricks for getting started with building custom widgets with AI for your community.This workshop is for anyone who may not have technical development skills or dedicated dev resources in their team (myself included!), but still wants to customize and improve the user experience of their community platform.I’ll share practical guidance and lessons learned, followed by a hands-on workshop where you’ll build your own dynamic widget.Key takeaways:Practical prompting techniques and guides for using AI to generate a widget A basic understanding of dynamic data that can be used (Web SDK, API connectors) A live build of simple widgets A working widget template that you can adapt to your team’s workflowsJoin me!

Hi everyone,On 20 October at 12:30 GMT, I will run a breakout session in the Leading Through Change track called: Scaling CS: The SUSE Transformation Story.In this session, I will share how we fundamentally transformed our Customer Success organization at SUSE across people, process and technology to ready our team for scale. My goal is that you leave this session inspired and equipped with valuable insights on: A framework for preparing your CS organization to scale across people, process and technology. How we approached the crucial build, buy and hire decisions along the way. Practical ideas you can apply to your own team, no matter your current level of CS maturity or Gainsight adoption. The high-level changes and specific strategic moves that had the biggest impact on retention and drove our success. Hope to see you there! 

Hi everyone,At Pulse Europe 2026 I'll be running a hands-on workshop called: Hands-On AI: Turn Gainsight & Staircase AI into a CS Workflow EngineOver the past year I've been building out an MCP-connected AI practice at Xceptor - connecting Gainsight CS and Staircase AI as live data sources inside Claude, and turning what started as personal experiments into reusable workflows the whole CS team can run. Think Executive Business Review preparation that used to take half a day, done in minutes with live data from both platforms.In this workshop I'll show you how that works in practice, and more importantly you'll build it yourself.My goal is that you leave with something tangible:An understanding of MCP - what it is and why it's the missing link between your CS platforms and genuinely useful AI. A live demo - a single Claude prompt pulling health scores, CTAs and account context straight from Gainsight in real time. A Skill you've designed yourself - using a worksheet and pre-built te

hi all ! gearing up for pulse europe VERY shortly….! i’ll be leading a session on tuesday the 20th called “the untitled leader: empowering CSMs to drive change from any seat” so….what’s the so what?→ how do we find those folks in our teams that just have...it→ how do we support them, empower them, and build a structure in our CS teams which aligns this mindset to customer goals? → and also, lest we forget, how does this play with AI as the backdrop?  this, and a lot of other ground, to be covered on tuesday 20th october !  looking forward to seeing folks there at what will be an engaging, conversational, and (hopefully) fun session ! 

Hey everyone! The Pulse Europe 2026 Speaker lineup is taking shape and we couldn't be more excited about who's joining us. 🌟 Pulse Europe 2026 lands in London on 19–20 October, and our first wave of speakers are bringing some amazing sessions. Meet Seán Reid, Polly Sims, ​@Shani Brenmiller, ​@Anitahg, and Keyvan Sadigh - five people doing genuinely interesting work at the intersection of CS, AI, and community.   From these sessions, you’ll learn more about:How AI is reshaping customer retention and the renewal process What responsible AI actually looks like inside CS operations Scaling community without losing the human element Building customer success that's predictive, not reactiveThere’s SO much to look forward to across the two days, October just can't come soon enough! Speaking at Pulse this year?Head over to this thread to find out how to share a sneak peek of your session with the community 👀 

Hey everyone! The expedition is complete, and we have our Pulse 2026 Social Rockstar! 🏆Pulse USA 2026 is a wrap, and the #PulseExplorer2026 posts did not disappoint. Thank you to everyone who shared their moments, takeaways, and memories from the conference, you made this year's contest one to remember. Now, the moment you've been waiting for… 🎉 Congratulations to ​@dayn.johnson  🎉The Lucky Wheel has spoken!Dayn is officially our Pulse USA 2026 Social Rockstar, and will be taking home a free ticket to Pulse USA 2027, alongside a Social Rockstar badge on their Community profile. Keep the conversation going below, we want to hear what you're bringing back to your teams. See you on the next expedition. 👀

Another Pulse is in the books. Two days in Las Vegas, thousands of post-sales professionals under one roof, and more ideas per square foot than any place has a right to contain. Whether you were there in person or caught the keynotes from home, here’s your recap! 🌎 Day 1 Keynote: Charting the Future of Retention The opening keynote set the tone for the entire conference. ​@chuckg, ​@erica.kuhl and Ori Entis from Gainsight were joined on stage by leaders from IBM, Zendesk, and Okta to explore what they called the Intelligence Revolution, and what it means for every company trying to deliver customer outcomes in the age of AI. The big reveal: a bold agentic vision connecting trusted infrastructure, deep customer context, and emerging AI capabilities to drive retention at a scale that wasn’t possible before. The session culminated in the first real look at what Retention as a Service could mean as an actual delivery model for post-sales teams.▶️ Watch the Day 1 Keynote — 1 hr. 14 min.   

Pulse Unplugged is back on June 25, 2026 and I wanted to make sure you all knew about it before we got too close to the date.If you're working through AI in your CS motion, building out digital programs, or just trying to figure out what MCP actually means for your day-to-day, there's a session for each of those this year:Keynote: Mapping the Future of Retention AI That Actually Works: Getting Past Pilot Mode Digital CS as Infrastructure: Building the Connected Customer Hub Plugging MCP Into Your Customer ContextFree, virtual, half a day. No filler, just practitioners sharing what's working right now. Register here.

🗺️ Final expedition briefing: Las Vegas in a few days! 🎲This week I gave you the tips. Now I'm giving you the permission slip.✅ Sessions registered✅ Tuesday afternoon planned✅ Braindates ready✅ Puppy time scheduled✅ Comfortable shoes packedPulse only comes once a year. This one is going to be something special. See you on the expedition. 🗺️✨

🗺️ Expedition tip #4: There will be puppies. This is not a drill. 🐾Puppies of Pulse is back — available for snuggles AND adoptions. If you've never experienced the joy of decompressing between sessions with a dog who has zero opinions about your renewal rate, you are in for a treat.Pro tip: build this into your schedule. It goes fast, it's worth it, and it is genuinely one of the most talked-about moments every single year.The expedition has many highlights. This is one of them. 🗺️🐶