Product Experience (PX)

During our Pulse Everywhere event last week, we hosted product leaders from Adobe, Produx Labs, Seismic, Mavenlink, Email on Acid, and Ring DNA. The session recordings are available for free to watch, learn, and share! Managing Uncertainty: How to Focus Your Product Strategy (30 mins.) - Learn how to create and deploy a product strategy that is grounded in data and business goals, and that accounts for uncertainty. Now more than ever, it’s time to prioritize around your core value drivers and set your teams up for success. Driving Adoption by Scaling In-App Guidance Capabilities Across Your Team (35 mins.) - Learn how Adobe applied the principles of a franchise operating system to empower Product Managers to provide consistent and relevant in-product guidance to customers. You’ll leave this session with a detailed template and specific next steps to start scaling your own efficient, in-product guidance program. What Does Being "Data-driven" Mean and How To Do It With Gainsight

We have multiple tenants/accounts in Gainsight PX. Is there any way to create a segment in one tenant and then copy it to another tenant? I need the same complex segment in multiple tenants and I’m having to recreate it in each one, which of course increases the changes for error.We can make an engagement template “global” across our tenants, and having the same functionality for segments would be great.

I wanted to know is KCB is the only way to launch engagements or are there others way to launch engagements without using KCB. I wanted to get rid of the KCB UI and build my own UI , I want to replace the KCB window as the container and place the contents within my components as well as launch engagements using it. Is this possible?

I have added an engagement which triggers on a button click event but the engagement is being triggered only once for a user. I want to trigger the engagement every time the button click event occurs. The event is a custom event of active type with a ‘clicked’ boolean property inside it. Also in the engagement schedule I have set it to ‘every time’ still I the engagement is not triggered every time. Can someone help?

I’m trying to create a two step guide that works as follows: Step 1: Guide asks if user would like to download an asset to help them during their implementation. Upon clicking a “download now” button I would like the asset to be downloaded AND for the guide to progress to the next stepStep 2: Thank you for downloading message I would like to create it as two steps to be able to trigger guides the next week that target only users who have downloaded the asset. This can be achieved by targeting only users who have completed the guide. So far I’m able to acheive either downloading the asset OR progressing to the next step, but not both.  Any idea?

Some popular questionnaires like the “User Experience Questionnaire (UEQ)” use a semantic differential as a survey scale, see the image below.It would be very helpful to use this type of scale in PX surveys in order to profit from available benchmarks and to keep the survey short. Thank you! 

How can track when a keyboard button is pressed (eg spacebar) in my web app. 

I’d love to get some ideas from people in the Community on how you are leveraging various data inputs to identify and track your power users. Do you identify power users by product suite? By specific features? What does a “power user” look like and are there specific data points you look for when identifying those individuals? (ex: certain hours spent in the product, adoption of a specific feature or workflow, hours spent engaging with your customer-facing team or community, etc. Are there other ideas that come to mind?) Once you have power users identified, how do you use that information? (ex: targeted marketing or outreach, product pilot programs, surveying, reference programs, etc.)

Hi community!We have an in-app NPS survey for our customers. Based on their score, we would love to have different wordings for the open text box.However, right now we can only choose on text for the open text box. Therefore, we cannot personalize this based on their score.Does anyone know if this is possible or a feature request is created? Thank you!!!

Hey Folks, We’re passing a project reference number from our application to global context.  I’m interested in using query builder to create a rollup to show Total number of projects where any action has been taken in the last xx days.  I’m able to produce reporting to show # users, # accounts per project, but so far I’ve not been able to configure QB to provide a rollup of distinct project reference numbers. Anyone have any ideas on how to accomplish this, if it can be accomplished in QB or in AE in CS? Thanks!

The PX Release Notes June 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance. As part of this release, we have updated multiple documents. A few important articles are listed below. List of Articles Analytics Reports in Gainsight PX Engagement Analytics Funnels Engagements Audience Selection (Engagements) Knowledge Center Bot Knowledge Center Bot Product Mapper Instrument your Product using Product Mapper   ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka @karl_rumelhart 

Hey Folks, Similar to the use case set out in the support docs here PX is collecting data on which project a user is working on at any time. I’m looking to use query builder to show # projects viewed/used by unique User Account  The output i’m looking for is a number per user/account; for example User X has viewed/used Y number of Projects in Z timeframe The Users in Account A have collectively viewed/used B number of Projects in C timeframe. I’m unable to get query builder to group the results in the desired way.  Any thoughts on if this is possible, and if so, how I’d need to configure QB? Thanks! 🙌🏻 

As you're well aware, anytime a user becomes inactive, it can make you question why. Why did this happen? Did I do enough? Is the issue my product? Whatever questions might pop into your head, it's vital to remember even if all seems lost. There's still a chance you can still revive this dead-end relationship. And don't worry; you're in luck. You don't have to do it alone!Gainsight PX is your secret weapon for increasing customer retention. Our platform is packed with tools such as our Retention Analysis and Feature Adoption reports to help you build a strategy to re-engage with inactive customers. RETENTION ANALYSIS   Our Retention Analysis report lets you analyze your best and worst cohort groups. In addition, it allows you to measure the stickiness of your product over a given period. For example, your ideal user retention graph should look like a smile (curves back up) as customers increase their usage over time.  Pro Tip: The SaaS benchmark for retention is 30%. You should aim for

If I use the token for user first name {{user.FirstName}} in an engagement or email, what happens if the field is blank/null? Can I insert a default if it is? If my first name is populated, the email would show “Dear Jay,”If my first name is blank/null, the email would show “Dear Valued Customer,” Also, is there any way to insert a default if the data is bad/incorrect? For example, some of the first name fields I’m seeing have “FirstName”, “??”, etc.

Hi All,  Im working through product Mapping and have 3 different product types that share many of the same UI elements and CSS fpr their sites, but are tracked separately. I believe the best course of action to be able to track usage of them is to create separate modules for each, but im having trouble delineating between the three products.  Is it possible to add a UI Text match event AND a UI Element match for different elements in one feature? I.e. “Button Clicked” AND “Badge” = Product 1? Or when you add multiple events to a feature, is it by default “OR” logic? Thanks for any guidance!

I am experiencing customers coming back and don't know how to track them in the future as we scale. Anyone know if there is a good way to do this?

Does anyone know how to enter a null value into a user field using the API?This adds a space to the user record’s firstName field.{"firstName": " ", "lastName": "Smith"}This does not update the field at all.{"firstName": "", "lastName": "Smith"}This too does not update the field at all.{"firstName": null, "lastName": "Smith"} And this makes the first name actually read [null]{"firstName": "null", "lastName": "Smith"} 

Hello All, Use case: How can I launch Zendesk chat bot on my web based application to interact with our support team without visiting to support website. Advantages:Engaging the users to stay with in the web application while submitting queries. Customer Satisfaction by preventing users to visit multiple websites. In-app support experience, and many more…Solution:Gainsight PX has a unique feature of integrating the Zendesk Chat bot with in KC Bot. Weblinks feature in KC Bot brings in the capability to invoke JavaScript functions defined in customer applications as links in the Knowledge Center Bot which allows more flexibility. Live Demo: Zendesk chat bot implementation video Screenshot: 

I’m exploring using engagements for release notes with dialogs that are opened from the KC bot. If I include rich content like images or videos in these dialogs they can end up extending outside the height of the screen. Is there a way to configure a dialog to have an absolute or relative(e.g. 80%) max height and add a scrollbar if the content is taller than this?

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I’m not sure if this is a question or an idea. Is there a way to edit/add labels while creating/editing an engagement in PX? The only place I have found so far, is in the engagements list. The image shows where I can find the engagement labels. I think it would make sense to be able to add/edit labels while working on an engagement; in the Editor? Maybe Settings? 

Can someone confirmIf the number of Views is unique per user or not?What the trend (red %) compares, 1st to last day of the period being viewed?