Missed Our October CS Release Webinar? Here's What You Should Know
In case you missed it, Vijay, Chirag, and I recently teamed up for our October release webinar to walk through what's new, answer your questions, and show the latest enhancements in action.
We covered updates to Journey Orchestrator and Scorecards, and even stepped outside of the core platform to demo the new CSM Adoption Agent in Claude. You can catch the full recording below, but I've also pulled together a few highlights, takeaways, and ideas worth exploring with your own team.
Build with AI can now tackle more complex customer journeys
When we first introduced Build with AI in Journey Orchestrator, it supported a limited set of elements, including emails, surveys, and delays.
With October's release, Build with AI now supports every journey element type, including CTAs, API actions, Education, Slack, Community, and Engagement. It can also configure branching logic based on survey responses, audience data, and previous steps.
Vijay brought this to life with an NPS program. He asked Build with AI to send a survey, evaluate responses, and follow up based on each customer's score. AI built the flow, configured the branches, and added a CTA when requested.
For CS teams, this makes it easier to move beyond standalone surveys or standardized journeys. An NPS program, for example, could thank promoters, create follow-up tasks for detractors, and remind nonrespondents, all within one AI-generated flow. Admins still configure certain actions before publishing.
Learn more about Build with AI ➡
High engagement doesn't always mean a healthy customer
An account can have strong product adoption and a green health score, even as stakeholder engagement declines or customer sentiment turns negative. If your health model relies heavily on structured data, you might miss those warning signs.
Chirag demonstrated how joint Gainsight CS and Staircase AI customers can now bring AI Sentiment and AI Engagement directly into Company Scorecards. These measures sync daily and start at a 0% weight, so admins can decide how much they should influence overall health.
One important distinction: High engagement isn't always positive engagement. Frequent support conversations about unresolved issues might indicate high engagement but poor sentiment. Looking at both signals together helps CSMs distinguish productive engagement from growing frustration.
CS leaders should also consider how engagement patterns differ across segments. An enterprise account with regular stakeholder meetings has different engagement expectations than a low-touch customer.
Note: Currently available in beta for joint Gainsight CS and Staircase AI customers.
Learn more about AI Measures in Scorecards ➡
From adoption gaps to personalized outreach in Claude
At Pulse Europe, we introduced the CSM Adoption Agent, one example of how we're bringing Gainsight's customer intelligence into tools like Claude, where CSMs can put that context to work without switching between systems.
During the webinar, Vijay demonstrated how the agent:
- Reviewed customer accounts for potential adoption gaps
- Identified accounts with concerns, including login issues and inactivity
- Prepared personalized email drafts for relevant contacts, which CSMs could review and approve before sending.
For teams managing large portfolios, this addresses a common bottleneck: CSMs may already have the data to identify adoption issues, but researching each account and preparing relevant outreach takes time. Rather than simply flagging accounts that need attention, the agent uses available customer context to help CSMs prepare the next step.
Learn more about the CSM Adoption Agent in Claude ➡
Catch up on the full session
We also covered accessibility improvements, new Spaces permissions, Survey enhancements, and Copilot updates, and answered questions from attendees. A big thank you to Vijay and Chirag for joining us, and to everyone who attended and shared questions!
For everything included in the release, check out our full release notes ➡