PX Newsletter July 2026
Product Experience July 2026
This month we're bringing community content directly into your In-App Hub, sharing new retention research we'd love your input on, and spotlighting how PartsSource drove double-digit retention with Gainsight.
Let's dig in! 😀
Bring Community Content Into Your In-App Hub
You can now display community posts directly inside the In-App Hub with the new Community widget. Configure how many posts to show, let users browse discussions, and give them the ability to search and filter community content without ever leaving your product.
Learn More
How to Run a Large-Scale Email Campaign with Conditional Waits and Smart Segmentation
If you're managing email campaigns across thousands of participants in Journey Orchestrator, this approach is worth building into your programme design from the start.
The use case: 6,000 participants split into six groups over six months, sending 1,000 emails monthly — with a conditional wait that triggers a follow-up reminder if a recipient doesn't click within three days, and segmentation by MRR to personalise messaging per group.
Here's the framework that makes it work:
- Segment first, send second — define your participant groups (by MRR, tier, or any criteria) before the first email goes out. The redesigned JO allows you to apply conditional waits right at the audience stage, so batching happens before outreach begins rather than after.
- Use branching logic for follow-ups — participants who don't meet the click condition (e.g. didn't click within 3 days) move into a Remaining branch, where they can be evaluated again or sent a nudge email. Those who do click proceed down the primary path.
- Build for scalability — there's no hard limit on the number of conditions or branches, so the same framework scales as your participant base grows or your segmentation criteria evolve.
The result: precise, personalised outreach at scale — without manual intervention between sends.
Read the full post for the complete workflow
Unifying User Identities Across PX, Community, and Academy
If you're running Gainsight PX across your product, Customer Communities, and Skilljar — with different user identifiers in each — this thread is worth reading before you hit the same wall.
Community member Alistair Field raised a real architecture challenge: their product uses an internal user ID, CC uses a user ID, and Skilljar uses email. With SSO across the board but no common identifier, PX couldn't unify the user across all three surfaces.
The community's answer: use email as your canonical cross-product identifier and let your IdP (Okta or Azure AD) do the bridging. Since the IdP sees every user regardless of which product they're logging into, configure it to pass a consistent attribute — email or an internal ID — at login across all three systems. For Skilljar specifically, create a Signup Field that matches the IdP attribute name exactly (case-sensitive) and it will auto-populate on every SSO login automatically.
The result: PX gets a consistent identifier across all three surfaces without custom middleware or Salesforce dependency.
Read the full thread and share your approach
The PX Team Is Building a Centralized Localization Page — And They Want Your Input
If you serve users across multiple countries or languages, this one's for you.
PX PM Rithvik Varma has shared an early prototype of a brand-new Localization Page coming to Gainsight PX — and is actively looking for community feedback to shape it before it ships.
What's being built:
- A central page to view every PX content item (engagements, bots, articles) and every language version in one place
- Bulk download of source files with filters by language, status, and content type
- Auto-calculated status badges (Not Started, In Progress, Completed, Verified) per language
- CSV file format for source files
- External vendor access permissions
- In-app localization editor to translate directly in PX — no round-trips to external tools
- AI-assisted translation for multiple strings at once
The team wants to hear how you currently handle localization, whether you use external vendors, and which of these features would have the biggest impact on your workflow. The prototype is live and clickable now.
Try the prototype and share your feedback
Webinar Recording: PX In Practice – Session 1: Gainsight PX MCP
Missed the live session? The recording, deck, and prompts from Session 1 are now available on the community.
In this session, Prince Raj walked through how to connect Gainsight PX to Claude and ChatGPT via MCP — and ran a full live demo with real PX data. The core workflow covered was Find → Understand → Fix → Verify: identify low-adoption features, understand why, build an engagement response, and confirm it's working.
Three advanced use cases were also covered:
- Interlinked Guide + Boolean Survey funnel analysis — who watched, who responded, who dropped off
- Banner CTA → Multi-Question Survey tracking — complete funnel from view to completion
- NPS Wave Comparison — track the same user's score across survey waves and identify who moved from Promoter to Detractor
The session also covers the four most common mistakes to avoid when starting with MCP and PX.
Watch the recording and download the resources
Coming Soon — Session 2: Turning PX Data into Renewal Evidence.
Shape the Future of Customer Retention Research by Taking Our Survey
For five years, Gainsight has partnered with Benchmarkit to track how post-sales teams invest, evolve, and adapt. This year's Customer Retention Index expands the focus to cover AI agents, digital programs, renewal ownership, and long-tail customer engagement. The survey takes about five minutes, and your perspective helps the whole community understand what's changed and what's coming next.
Take the Survey
Register for Pulse Europe
We'd love to see you at Pulse Europe this October to discuss Customer Success best practices:
- The Dig kicks off with peer roundtables before the main event so you'll find your people immediately.
- There's also a Vibe Lab for anyone who's been building with AI—bring what you've made, no deck required.
- 40+ sessions across the main event cover what MCP actually is, how agentic CS works in practice, and real playbooks for retention and expansion.
Register Here
PX Office Hours: Improve your engagement
Tuesdays at 8:00 AM ET and Thursdays at 12:00 PM ET
Join our weekly PX Office Hours to get expert guidance on improving user adoption, optimizing engagement strategies, and resolving real-world challenges.
In recent sessions, teams have explored how to automate lifecycle campaigns, enhance onboarding experiences, and gain deeper visibility into product usage — all aimed at driving more consistent engagement and better outcomes.
Register Here