Perspectives from Gainsight

Thanks to everyone who joined us for our September release webinar! We covered a lot during the session, so rather than recap every update, I wanted to share a few things that I think are worth trying first.If you missed the session or want to revisit any of the updates, just click play. 1. Relationship Resolution uses more than one signal to find the right RelationshipRelationship Resolution looks at two things at the same time.First, it compares the people on the interaction against Relationship Person data and configured User data. We also use AI to identify the product discussed in the conversation based on your Organization Profile.We then use those results to determine the product level Relationship. If neither method returns a match, we log the activity to the Company instead.That makes the underlying configuration important. We recommend that admins keep Relationship Person data accurate, choose User fields that distinguish one Relationship from another, configure product ident

We had a really good conversation in our recent Agentforce + Gainsight workshop with Josh Courtright from Salesforce, Manu Mittal, and Brady Bluhm about what actually makes agents useful. We also spent part of the session working through a live Miro board, where attendees shared the workflows they want to improve, the places they’re getting stuck, and the questions they’d want an agent to help answer. But through it all, one thing came through pretty clearly: the agent itself is only part of the equation. The context behind it matters just as much.A few things that stood out: 1. The quality of the answer depends on the context behind itThe session was around how MCP can bring relevant Gainsight context into Agentforce, but the goal isn’t just to give an agent more data. Instead, it’s to give it the right customer context for the question you’re asking, so someone isn’t stuck piecing the story together across different places.In other words, more data doesn’t automatically mean a better

Thank you to everyone who joined our very first Customer Spotlight session! We had over 100 registrants tune in as Brad Sova, Senior Director of Revenue Operations at DailyPay and Gainsight Pulse 2026 Rising Star Game Changer Award winner, sat down with Scott Braga to share how DailyPay built a scalable CS operating model with Gainsight and Staircase AI. About Brad & DailyPayBrad leads CS Operations at DailyPay, partnering closely with CS leadership, data, and systems teams to build the operating model that helps the CS organization scale. His path into CS Ops started in public accounting and corporate finance and he brings that outcomes-first, trade-offs-aware mindset to everything he builds. Key Highlights from the Session Why DailyPay chose GainsightDailyPay had reached a point where they were adapting their business processes to fit their previous platform rather than the other way around. Brad wanted a platform that could grow with the organization they were becoming, not just

We are reworking our tracking for Business Reviews and are trying to find the best approach. In the past, we have done CTAs and used playbooks to track actions and when a SBR occurred and one was planned. This process fell off and many of the CSMs feel that CTAs are cumbersome ways of tracking. It has been proposed to rely on Timeline Entries and custom fields for the next SBR planned, but that causes gaps for reporting especially in the “planned SBRs and exception reporting” . Below are the needs we have - anyone implement a process that has worked well for their org? Here are our needs:Completed SBR's (a custom field on Timeline to indicate if it was the actual SBR vs prep/ meeting or a CTA with a custom field of the date) Planned SBR's (A custom field on company that CSM updates, but I can see this getting very outdated quickly and difficult on reporting since it would be overwritten each time a new one happens. Also difficult bc if cannot tie to the Timeline entry. CTA would be ope

Latest Update: Sept 13, 2022 //Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.And I hear how out-of-reach the role can feel for newcomers. It’s intimidating, or confus

Understanding how users engage with your Gainsight instance is essential for driving customer success and optimizing adoption. Even if you don’t have access to Gainsight 360, you can still gain valuable insights into user activity and feature usage through User Login History and GS Asset Usage Tracking objects.Objects Used: User Login History GS Asset Usage TrackingTracking User Login HistoryThe User Login History object helps you monitor how users interact with Gainsight by capturing detailed login data. This enables you to identify “healthy active users” and measure engagement trends across your user base.Key Metrics to Track:Login Counts: Total number of times users log into the system. Multiple Logins: Includes multiple logins per day, providing a more complete view of engagement.How to Use It:Explore the Gainsight User Object:Access the Gainsight User object in your data system to view detailed login records. Build Custom Reports:Create reports that align with your customer succes

Hi in-app builders! 👋A core part of PX design is imagining the user’s moment; what they’ll need, when they’ll need it, and how to deliver it without breaking their flow. Badges are one subtle, effective way to do that.For our own PX users, I built a badge-triggered hub that lives inside the Engagement Editor and surfaces short, actionable videos and tips so builders can learn fast and get back to designing. Why a badge?Instead of a full walkthrough, I added a small badge on the Engagement Editor page. It’s always there,  makes it obvious that extra help is available, but it stays out of the way when it’s not needed.When the badge is clicked, users see a simple menu with three “choose your path” options. They pick the topic they care about, watch a short video, then either close out or jump back to the hub or watch another. 🧠 How it’s set upTriggered by: BadgeTotal steps: 4 Step 1: Main “hub” page (three tiles) Steps 2–4: One video per topic Buttons: Configure your buttons to dire

In the recent Getting Started with Journey Orchestrator: Confidently Build Your First JO Program webinar, you all brought amazing energy and tons of great questions! We couldn’t get to everything live, so we had our resident JO expert, ​@dan_wiegert​, tackle the rest.Check out the full webinar recap here!Now, let’s dive into your questions: Q: Can you generate an audience from PX users even if those users are not contacts (or People) in Gainsight CS?A: Those users must exist as People in Gainsight CS in order to be used in a program. Q: Is the Gainsight CTA always for internal tasks? ex: prompting a CSM to follow up? Or what’s an example of the CTA being used for a customer, if that happens?A: CTAs are only visible internally, but they can trigger customer-facing actions as part of the workflow. If you want something explicitly visible to the customer, that’s usually done via Success Plans or engagements (in-app/email), not the CTA itself. Q: How do you define someone as a decision mak

We hosted an engaging session on Getting Started with Journey Orchestrator: Confidently Build Your First JO Program, led by Ester Memoli (Acronis) and Harri Carroll (Gainsight). This session was designed to help new and experienced users alike understand how to confidently build impactful JO programs, navigate the setup process, and unlock scalable customer engagement strategies.Whether you’re just beginning your JO journey or looking for a refresher on best practices, this webinar provided actionable guidance and real-world insights from the field.🎥 View Session Recording 🎥 What We Covered:Introduction to Journey OrchestratorWhy JO is a critical tool for scaling Customer Success efforts. How it helps teams move from one-to-one engagement to impactful one-to-many programs. Common challenges new users face and how to overcome them.Building Your First JO ProgramStep-by-step breakdown of creating a program, from choosing templates to configuring tokens. Guidance on audience selection an

Join us for a focused webinar on leveraging Gainsight's Journey Orchestrator to revolutionise and scale your Digital customer success. Date and Time: Thursday 29th August at 11AM BSTRegister HereWebinar AgendaElevate the digital strategy with  Journey Orchestrator Leveraging Journey Orchestrator for Customer Success Exploring Different Outreaches with Journey Orchestrator  and End-to-End Solution with Journey Orchestrator Q&A and Interactive DiscussionPresenters:@avaid @Sowmya Vemprala @vmallya 

Scheduling meetings can be very time consuming; and can often be the reason why customers don’t schedule meetings at all. Reducing the friction between both account management teams (i.e - Customer Success Managers, Account Managers, Solution Architects, etc.) and customers can help significantly with improving the response rate of your requests for a meeting. One tool to help with this is Calendly. A popular calendar booking service that allows third parties to select a time slot that is convenient for both them and you, without the need for long email chains back and forth. Calendly in particular has some great features such as round-robin scheduling (great for pooled teams) and group bookings (great when you want both a Customer Success Manager and Account Manager to attend). Once your team has selected a tool such as Calendly, the next challenge is getting your customers to book the time at the right point in their customer journey. This can vary between all sorts of different use

Hi, We have a full partner strategy, and don't have direct customers. Currently we are using the Allbound as a partner portal. E.g. for onboarding of partners, sharing of documentation, deal reg forms, etc.We are looking into Gainsight Community to be able to engage/interact more with our end customers/users. To simplify our tech stack we were wondering if we could Allbound by Gainsight Community.Are there other Gainsight Community customers who have a partner strategy? If so, is there any experience in using Gainsight Community also as a partner portal?Thanks,Bram

Building relationships is not about transactions, it’s about connections. - Michelle Tillis Lederman The renewal experience is important when it comes to keeping our customers happy and making our business grow. So, it's crucial that your team stays in touch with the right people involved in the process to make sure those renewals go smoothly. One great way to do that is by setting up a system to check and confirm who the key stakeholders are. This way, we can reach out to them directly, have more personalized conversations, and increase our chances of successful renewals. When we know who the key stakeholders are we are able to build connections.Before diving into how to set up checks and balances, it's important to understand your organization's renewal process and identify who is typically involved. Answering the following discovery questions will help you:What does your renewal process entail? What stages and touch points are involved Who are the typical stakeholders involved? Who

Remember the first time you used a voice assistant to set a timer or play music? That small taste of hands-free computer control felt like magic. Now, imagine a world where AI can navigate your entire computer system with the same intuitive understanding as a human assistant sitting at your desk. On Oct 22nd, 2024, Anthropic released Computer Use. Per their website: 'Available today on the API, developers can direct Claude to use computers the way people do—by looking at a screen, moving a cursor, clicking buttons, and typing text. Claude 3.5 Sonnet is the first frontier AI model to offer computer use in public beta'.Let's examine this capability and what it means for businesses below.Beyond Simple AutomationCurrent automation tools are like trains on tracks - they follow pre-defined paths and break down when something unexpected appears. But imagine an AI that can adapt to changing interfaces, understand context, and navigate computer systems with human-like flexibility. This isn't ju

 Picture this: It's Monday morning, and you need to understand why customer engagement dropped last month. Your current options? Wade through multiple spreadsheets, wait for an analyst to build a custom report, or click through countless dashboard filters hoping to stumble upon the answer. Sound familiar?Here's a reality check: while every enterprise software product comes equipped with robust reporting features, what users actually want isn't reports – they want answers.The Hidden Cost of Traditional ReportingFor too long, getting business insights has felt like playing a corporate version of telephone. You start with a simple question: "How are our customers using our product?" What follows is an all-too-familiar routine: requesting reports, waiting for them to be generated, analyzing various visualizations (yes, including those occasionally indecipherable pie charts), and often repeating the entire process when the initial data doesn't quite answer your question.This isn't just inef

"Help! My champion just left the company!" "Wait, when did this person join the account?" "Why are these emails bouncing? We just had a QBR!"Sound familiar? 🙋‍♀️I've been having fascinating conversations with many of you about a challenge we all share - maintaining accurate contact data. Every time I bring this up at customer meetings or CS events, I see knowing smiles and hear deep sighs of recognition.Last week, a CS leader shared something that really stuck with me: "We spent months building the perfect digital engagement strategy... only to realize half our contact data was outdated. It felt like planning an amazing party but sending the invitations to old addresses!"This got me thinking about how we've traditionally approached contact management:Traditional Approach:CSMs manually updating contact records Quarterly contact audits "Last known good" email lists Reactive updates when emails bounce Endless spreadsheet maintenanceThe results? Usually:Outdated org charts Missing key sta

Embarking on the digital customer success journey can feel daunting—deciphering ownership and team responsibilities often poses just one of the many challenges. Questions loom:Who should spearhead the digital customer success team? Is hiring dedicated resources necessary to begin? Where should this team fit within our organizational structure?Let’s navigate the best approach to structure your team and support your journey into digital customer success.1. Inaugural Steps: The Tiger TeamStart by assembling a digital customer success 'tiger team,' comprising representatives from pivotal departments like Customer Success, Marketing, Operations, Support, and Product. While it may seem like a medley of opinions, having one representative per department minimizes the "too many cooks" situation. 2. Evolutionary Phases: The Journey to DedicationAs your digital customer success journey blossoms, recognizing the value becomes paramount. At Gainsight, our pivotal shift occurred in 2019, leading us

Remember 2021? NFTs were the talk of the town, remote work became the new normal, and traditional customer onboarding was still largely a manual, time-consuming process. Fast forward to today, and artificial intelligence is revolutionizing how we bring customers onboard - not by replacing human expertise, but by making it exponentially more powerful.Gone are the days when customer onboarding was a simple handoff process. In today's enterprise SaaS landscape, it's evolved into a specialized function that can make or break customer success. But here's the challenge: how do you maintain quality while scaling your onboarding operations? The answer lies in the strategic application of AI.The New Face of Customer OnboardingToday's onboarding ecosystem is a complex network of specialists, each playing a crucial role in customer success. Implementation teams handle technical setup, Customer Success Managers guide long-term strategy, and dedicated training teams ensure proper customer enablemen

 Picture this: A neural network peers into a brain scan and spots a tumor that three skilled radiologists missed. Another one listens to whale songs and decodes a previously unknown pattern in their communication. And somewhere in a lab, a third network is dreaming up new molecules that could revolutionize battery technology. Welcome to the fascinating world of neural networks, where artificial minds are pushing the boundaries of what we thought possible.Remember your first day learning to ride a bike? At first, you wobbled and fell. But gradually, your brain formed new connections, strengthened pathways, and suddenly – balance! This remarkable process of learning and adaptation isn't just limited to biological brains anymore. Welcome to the fascinating world of neural networks, where artificial intelligence mirrors the very essence of how we learn.The Architecture of IntelligenceImagine walking into a vast control room. At the front, you see rows of sensors catching every detail of th

Remember when virtual assistants were just glorified alarm clocks? "Hey Siri, set a timer for 30 minutes." Those days feel almost quaint now. In 2024, we're witnessing something far more revolutionary: the rise of AI agents that can actually get things done – from booking your flights to writing your code, and even running entire business processes autonomously.The New Digital WorkforceAI agents are fundamentally different from the chatbots and virtual assistants we've grown accustomed to. Think of them as digital employees who can understand context, make decisions, and execute complex tasks without constant human supervision. They're not just responding to commands; they're proactively solving problems.For instance, an AI agent can now:Schedule meetings by understanding everyone's preferences and time zones Research competitors and generate market analysis reports Debug code and suggest optimizations Manage customer support tickets from start to finish Monitor and adjust digital mark

 Remember the first time you called a customer service line and realized you were talking to a chatbot? That slight pause in conversation, the too-perfect responses, and perhaps a hint of frustration as you repeatedly asked to "speak to a human." Fast forward to 2024, and AI has evolved dramatically – but so have customer expectations. The question isn't whether to use AI in customer interactions anymore; it's about finding the perfect balance between artificial intelligence and authentic human connection.The New Reality of Customer SuccessToday's customers demand both efficiency and empathy. They want instant responses at 2 AM and deep, meaningful conversations about their business challenges during working hours. It's a tall order, but one that forward-thinking companies are learning to fulfill by masterfully blending AI capabilities with human expertise.The Art of Knowing When to Use WhatThink of AI and human interaction as a well-choreographed dance. Each partner has their strength

Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk.  The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later).  When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,

Picture this: Pope Francis strutting down Vatican City in a pristine white puffer coat. The image went viral, capturing global attention and sparking countless discussions. The twist? It never happened. The photo was created by Midjourney, an AI image generation tool, demonstrating just how far artificial intelligence has come in creating hyper-realistic imagery.Welcome to the new frontier of visual creation, where the line between human-made and AI-generated art is becoming increasingly blurred. Midjourney: The Creative PioneerMidjourney, developed by a San Francisco-based research lab, has emerged as one of the leading forces in AI image generation. Like its counterparts DALL-E and Stable Diffusion, Midjourney transforms text descriptions (known as prompts) into stunning visual artwork. The platform's ability to generate photorealistic images has captured the imagination of artists, designers, and creators worldwide.The Magic of PromptsThe true power of Midjourney lies in its ability