This release is all about helping your CS team move faster, act smarter, and stay focused on what matters most: your customers. From AI-powered meeting follow-ups to flexible program editing and personalized views by team, every update is designed to reduce busywork and give your team more time to drive outcomes.
Here’s what’s new:
Edit Live JO Programs Without Hitting Pause (Phased Rollout)
Until now, making changes to source filters in Journey Orchestrator meant pausing or cloning a program.
Not anymore.
You can now edit Participant Source filters in running programs without the need to clone or restart. This means you can update filters in Queries, Segments, and Data Designer sources while the program is active. And once you’re done, just republish the program to replace the active version with your updates.
And with Execution History, you’ll have a clear view of what was changed, when, and by whom, so you always have full visibility into what changed, when, and by whom.
Let AI Handle the Follow-Up (Phased Rollout)
Say goodbye to rushed meeting notes and missed action items.
With AI Follow-Up, Gainsight captures meeting insights automatically, so you can turn your customer conversations into clear, actionable Timeline entries:
- Summarizes discussion highlights
- Extracts action items and next steps
- Flags potential risks
- Analyzes topic-level sentiment
Previously only available with Gong, AI Follow-Up now works with Zoom, Microsoft Teams, Google Meet, Clari, and Chorus, so no matter where your calls happen, your notes stay consistent and your follow-through never slips.
Note: AI Follow-Up leverages the processing power of Staircase AI's in-house models to automate meeting capture. This integration does not provide access to Staircase’s full platform or standalone features, or require purchase of Staircase.
More Control Over Timeline Activities
Let’s face it—mistakes happen. And when they do, cleaning up your Timeline data should be simple and straightforward.
Now, admins can give users permission to edit or delete Timeline entries, so your records stay clean, collaboration stays smooth, and your team can move faster without relying on workarounds or delays.
Smarter Layouts by Team Membership
Every team should see the data that matters most—automatically. With this update, you can now assign C360 and R360 layouts based on company team membership. Layout assignment is also dynamic, so if a user joins or exits a Company Team, the layout updates automatically without manual intervention
It’s personalization at scale and it helps your team stay focused on what they do best.
[New Paid Add-On] Meet Adoption Tracker
Now available as a paid add-on, Adoption Tracker lets you tag product features to track product usage and adoption and spot trends leading to churn risks—all inside Gainsight CS. No engineering or development work required.
And the best part? All this adoption data can then make health scores more accurate, fuel better AI insights, and be deployed across dashboards and reports in CS.
Just tag key product features and start tracking who’s using what, how often, and where engagement drops off—so you can take action before it’s too late.
New Out-of-the-Box Fields in the Data Model (Phased Rollout)
Gainsight now includes a set of precalculated, out-of-the-box fields across key objects like Company, Person, and Relationship—ready to use in reports, rules, and 360 layouts with zero setup required.
Here’s what’s new:
- Previous CSM: Name of the last assigned CSM when a change occurs
- CSM Changed Date: Timestamp of when the CSM field was last update
- Last NPS Score: Most recent NPS score received from a user
- Last NPS Responded Date: Date the most recent NPS survey was completed
- Last NPS Score Type: Classification of the last NPS score (Promoter, Passive, or Detractor)
- Total Number of Open CTAs: Count of open CTAs at the Company level (including Relationship CTAs)
No configuration. No custom fields. Just faster access to the data your team needs to act.
Want the full scoop? Check out the full release notes or watch the release webinar below. Leave us a note below to share what you’re most excited about in this release!