Customer intelligence only creates value when it leads to action. But that’s hard when insights live in disconnected tools, signals are noisy, or teams lack confidence in what the data is telling them.
The Q4 Staircase release focuses on solving those challenges — bringing customer intelligence closer to where teams work, improving signal quality and governance, and laying the groundwork for more proactive risk management.
Let’s dive in.
Bring Staircase Intelligence Into Your AI Workflows with Ask Staircase + MCP Connector
With Ask Staircase + MCP Connector, teams can now bring Staircase customer intelligence directly into AI tools like ChatGPT, Claude, and Gemini.
This update enables teams to:
- Ask natural-language questions and get answers enriched with live Staircase data
- Access customer intelligence without switching tools or pulling reports
- Work directly inside existing AI workflows
Admins can get started by following the one-time MCP setup guide to securely connect Staircase to ChatGPT, Claude, or Gemini.
Improve Trust and Accuracy with AI Feedback Loops
As teams increasingly rely on AI-generated insights, confidence in outputs becomes critical.
With AI Feedback Loops, teams can now:
• Rate whether Staircase-generated summaries and responses are helpful
• Provide feedback that is aggregated and fed back into our models
• Improve accuracy continuously over time based on real usage
All feedback is anonymous and secure. Explore how AI feedback works in Staircase
More Flexible, Admin-Friendly PII Configuration
This release includes enhancements to PII anonymization, giving admins more control without disrupting existing workflows.
Admins can now:
- Choose exactly which types of PII are anonymized using simple toggles
- Preview changes before applying them
- Apply updates only to new communications, leaving historical data untouched
For customers with advanced requirements, custom patterns are supported in a controlled way, while the default experience remains safe and predictable.Learn how to manage PII anonymization settings
Customize Lifecycle Events to Match Your Customer Journey
Staircase automatically detects key customer moments like renewals, churn risk, extreme sentiment, and executive touchpoints. With this release, teams can now further tailor lifecycle tracking to match their business.
Admins can:
-
Enable or disable specific lifecycle event categories
-
Refine detection logic to reduce noise
-
Create custom events such as onboarding, kickoffs, or referrals
Lifecycle events automatically appear across the Customer Journey Cycle, Events reporting, and downstream systems like Gainsight CS -- ensuring these moments stay visible wherever teams work. Learn more about setting up and managing custom lifecycle events in our configuration guide.
Test Notifications with Confidence Before They Go Live
Notification logic is powerful, but even small misconfigurations can lead to missed messages or the wrong people being notified. With improved Notification Testing, admins can now validate notification logic before anything is sent.
With improved Notification Testing, admins can now:
-
Test notifications by customer
-
Preview exactly where messages will be delivered (Slack channels or email recipients)
-
Detect missing roles or configuration gaps before enabling notifications
No messages are sent during testing. Learn more about how to test and validate notifications .
Missed the Q4 Staircase Release Webinar?
You can watch the on-demand recording here.
For a complete breakdown of everything included in this release, be sure to check out the full release notes. As always, we’d love your feedback. Join the conversation here in the Gainsight Community and help shape what we build next.