A new year brings new possibilities—and with this January release, we’re making Gainsight CS work even harder for you, so you can work smarter for your customers.
Here’s what’s new:
Smarter Health Scores with AI Scorecards (Now GA!)
Health scoring can be a delicate balancing act—finding the right metrics, weighting them just so, and making sure they reflect reality.
Now, with AI doing the heavy lifting, creating and refining scorecards is faster, easier, and more accurate than ever:
- Build brand-new scorecards in minutes using smart, data-driven recommendations.
- Fine-tune existing scorecards with insights that show what’s working—and what’s not.
The result? Health scores that don’t just look good on paper but actually reflect what’s happening with your customers.
Access to Staircase AI in Gainsight CS
Staircase AI is all about surfacing the moments and trends that matter most in your customer relationships. With this new integration, those powerful insights are now seamlessly embedded into Gainsight CS, so you can take action without skipping a beat:
- See Staircase’s AI analysis of customer sentiment and trends in the C360 and P360.
- Use AI-driven reports and dashboards to spot risks or uncover opportunities.
- Bring Staircase’s customer communication analysis (covering channels like email, tickets, chat, and more) into your broader data story.
What does that mean for you? A clearer, more complete view of your customers that helps you act faster and with greater confidence.
New to Staircase AI? Here’s the deal: Staircase AI uncovers real-time insights into customer sentiment, health, and relationships—insights you can seamlessly connect to Gainsight CS to activate workflows, CTAs, and automated journeys.
Dive into our latest guide—An Executive’s Guide to Preventing Churn—to explore how our CEO, Nick Mehta, uses Staircase AI to eliminate surprises, strengthen customer connections, and drive meaningful outcomes.
Fix Timeline Entries Without the Friction (Reparenting)
Accurate data matters, but mistakes happen. That’s why we’ve made it simple for CSMs to reassign timeline activities to the correct Company/Relationship without deleting or recreating entries.
Small Enhancements, Big Impact
- Email Metrics You Can Trust: Tired of wondering if your email metrics are telling the real story? We’ve enhanced bot detection in Journey Orchestrator to filter out clicks and opens caused by automation.
- Consistent Email Domains: Admins can set approved “From” and “Reply-To” domains for emails sent through Cockpit, P360, and Timeline. That means professional, consistent emails that build trust, avoid spam folders, and ensure your communication always hits the right tone.
- Mandatory Cross-Org Connector Mapping: To help you avoid migration failures due to missing or unmapped connectors, you’re now required to set a target organization before starting the migration. This means smoother transitions, fewer hiccups, and more time to focus on what matters.
Want the full scoop? Check out the full release notes.