CS teams are under pressure to do more with less—fewer resources, tighter timelines, and rising expectations. This release is built to help them meet that challenge head-on.

From visualizing advanced Journey Orchestrator programs before they launch to unlocking better admin controls, these new features and enhancements give teams the clarity, control, and speed they need to scale efficiently.

💡We heard you loud and clear. Several updates in this release are inspired directly by feedback and ideas shared in the Gainsight Community.  

JO Enhancements: Preview Program Flows & See Participant Counts at End Nodes

Building automated programs without visibility into how they’ll behave in production can slow everything down. Now, you can preview the participant flow of any advanced Journey Orchestrator program before it launches.

Admins can see how conditions, branches, and logic paths will play out, with participant counts at each end node to make troubleshooting easier. It’s a simpler way to validate program logic and move faster from build to execution.

Goal Management in Success Plans: Built for Scale

With new goal management enhancements, Admins can bulk upload goals and metrics via CSV, apply Success Plan templates during import, and assign goal types with relevant metrics to improve clarity.

Admins can also customize the goal library to show only the most relevant options for your team, so CSMs stay focused and Success Plans stay consistent.

Gainsight’s AI Agent in Slack: Smarter Controls for Admins

Gainsight’s AI Agent in Slack makes customer data accessible across the business, but sometimes, that access needs structure.

Admins can now restrict where the AI Agent can be used in Slack, including blocking public or external channels and limiting access to select internal spaces. Admins can also configure warning messages to appear when users try to use the agent in a restricted channel.

Cockpit CTA Configuration: More Flexibility, Less Friction

CTAs are a powerful way to guide action, but until now, Admins had limited control over how they appeared in Success Plans.

Now, Admins can define which CTAs are available within a plan, associate existing CTAs, and customize how fields are displayed when creating a new one. This reduces noise and gives teams a more tailored, intuitive experience.

Conditional Formatting in Tabular Reports

Conditional formatting is now available in tabular reports, making it easier to surface trends, thresholds, and outliers at a glance. Customize colors based on value ranges, apply formatting to grouped rows, and use pre-filled mappings from sources like Scorecards or GDMs—all without affecting other reports.

See the Full Customer Story with Company Hierarchy 

Understanding customer health is easier when you can view it across related accounts. With the new Company Hierarchy view in C360, child company data now rolls up into the parent account across Timeline, Cockpit, and Success Plans to make it easier for you to track engagement, spot trends, and act with full context.

Additionally, when Company Hierarchy is enabled, Person Rollup lets users view and tag contacts from related companies—like parents or siblings—directly in Timeline entries. 

Unified Attachment Management: One Place for Every File (Phased Rollout)

Attachments are now easier to manage and find. A new unified experience brings all customer-facing files into a single tab across C360, R360, and Sidebar. Admins can upload, tag, restore, and permission files—all in one place.*

*Note: We’re rolling out this feature in phases beginning on August 4. You’ll receive an in-app notification when it’s live in your instance. 

Additional Enhancements

• Microsoft Dynamics Connectors Enhancements: OAuth M2M authentication, out-of-the-box Timeline ingestion jobs, and bi-directional sync now make it easier to securely exchange data between Gainsight and Microsoft Dynamics.
• SCIM APIs & SCIM User Group Enhancements: Automate user provisioning and deprovisioning in Gainsight using SCIM APIs—simplifying identity management through platforms like Okta.

Want the full breakdown? Check out the full release notes or watch the on-demand recording of our release webinar.