Share and Learn Best Practices

SummaryEffectively documenting Journey Orchestrator (JO) programs isn’t a “one-and-done” factor in Customer Success Operations. At its core, three underlying principles come to mind as you seek to transform a chaotic program landscape into a clean, well-organized roadmap to scaling your digital enablement programs:Establish thorough project documentation (before starting) Implement crystal-clear naming conventions throughout JO Maintain detailed post-launch program logs and reportingBy following these key pillars, admins can build scalable JOs — which any team member (or Gainsight support) can follow, troubleshoot, update, and optimize — preventing costly rebuilds, accelerating stakeholder alignment, and creating the foundation for long-term success.OverviewDocumentation. It’s not exciting, and it feels like extra work. After all, juggling stakeholder demands, tight deadlines, and the impending pressure of your next journeys are right around the corner. But if experience has taught me

Hello Pulse family,Pulse Europe 2025 is creeping in on us & we are looking forward to all the speaker sessions we get to be a part of! 😍Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favourite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.This is how ​@saulrich killed it with their session teaser earlier this year 🔥Ooo, and not to forget!Your profile will receive a beautiful Pulse 2025 Speaker badge soon!Looking forward to hearing from you in the All About Pulse area he

 Hi, I’m Matthew, Community Manager at iD Mobile! 👋 At iD Mobile, our customer base was growing quickly... but our support costs were growing even faster. Sound familiar? 🤔Join Kieran Clarke (Head of Customer) and I on Thursday, 13th Nov at 12:30 to find how we reversed this trend and transformed the iD Community into one of the fastest-growing communities on the Gainsight platform, while reducing support contacts and tripling the number of customers who found answers on their own!We’ll share the specific initiatives and customisations that ignited Community growth, with practical examples you can apply. We’ll also share how to embed Community into your broader Customer Success, Support and go-to-market (GTM) strategies to maximise ROI.Look forward to seeing all of you soon!

Hi All,Excited about my work shop tomorrow:“From Insights To Impact - How Customer Success can shape revenue forecasting”You will get practical experience with renewal and expansion forecasting.Now’ it’s time to introduce the team that will join the workshop :)See you tomorrow

Hello lovely community! 👋I’m so excited to kick off the Winning With Digital CS track at Pulse Europe 2025!Let’s be real: not every community team is massive (and that’s okay!) Small, focused teams can move faster, stay creative, and still deliver big results.In this session, I’ll share how a small but scrappy team can punch above its weight by focusing on what really matters:✨ Creating spaces where members support each other + where your product shines✨ Balancing product-focused engagement with topic-focused conversations ✨ Collaborating with Marketing, Sales, and even Talent teams without adding to the chaosIf you’ve ever thought, “We’re too small to make a big difference,”  - this session is for you. 💪🎤 Session: Small Team, Big Impact: Driving Engagement, Support, and Thought Leadership with a Dual-Focused Community📍 See you in Dublin!P.S. What’s the biggest challenge your small team faced when it comes to community growth or engagement? 

Get a sneak peek into our SMILE framework which I will be workshopping at #PulseEurope2025  Watch the video.

Hi Everyone - I’m excited to share that I’ll be speaking at Pulse Europe this week!My session — “Beyond the Score: Turning Customer Health Into Strategy” — explores how we at hyperexponential built a health score that does more than track wellbeing… it actually drives Customer Success strategy.I’ll be covering:👉 How to structure your score around true customer outcomes👉 How to make every metric measurable and actionable (no “so what?” data)👉 How to combine data, context, and human intuition to guide real strategyA health score only matters if it drives action — and I’ll show how we made that a reality.📅 12th November | 4:30 PM | Pulse EuropeWould love to see you there and hear how others are bringing their health scores to life too!Thanks all,James 

In the track ‘Workshop Your Way to Growth’ I will be doing a turbo charged, fast-paced and action-packed workshop to let you walk away with a framework for building a community program which sets you up for your business success.Come join me on Nov 12th at noon 😀 at Wicklow Hall 2, 2nd Floor.A thriving community isn’t just a “nice-to-have”—it’s a real lever for engagement, retention, and growth. In this hands-on workshop, Sasja Beerendonk walks you through the SMILE framework: how to prepare, plan, and execute a community strategy that helps you reach your business objectives. From goal setting to scaling community engagement and measuring impact, this workshop lets you work with elements of the SMILE toolkit you can immediately apply in your role as community manager. Key takeaways:The SMILE framework to make your community strategy concrete, broken down into real-world actions How to set goals for your community and tips for measuring community impact Making community into a strateg

Hi everyone! I’m Micah Buuck from Lucid Software, based in Salt Lake City, Utah, USA. So excited to be at Pulse this week! I know how grateful I’ve been to connect with and learn from others over the years - can’t wait for more! See you there 😁 I wanted to share a sneak peek of my session on Thursday - Community as a CX Engine: Lucid's Playbook for Scale and Success.-A thriving community can be more than just a support forum; it’s a strategic engagement hub that elevates customer experience, scales support, and delivers invaluable user insights. In this session, learn the exact strategies, practical tips, and specific tactics Lucid Software implemented to transform its community into a powerful, company-backed engine for customer engagement.  Key takeaways💥 How to position your community as a primary channel for peer support and product feedback💥 Methods for extracting, analyzing, and disseminating deep user insights from your community to inform product development💥 Strategies for

SummaryThis article breaks down the "it depends" framework for choosing between Data Designs (DDs) and one-off queries as your Journey Orchestrator audience source. It explores how to use DD Templates for standardization and Dynamic JO Filters for easy testing and targeting, a topic I covered in my Pulse Academy Live (PAL) talk at Pulse 2025. The post weighs the pros and cons of each approach, contrasting the easy, centralized updates of a DD with its high-risk potential as a single point of failure and a source of sync-timing conflicts. Ultimately, it provides a framework for when to use a safer one-off query (for high-stakes programs) versus a centralized DD (for low-risk, multi-use audiences).OverviewIf you've spent any time in Journey Orchestrator—especially if you cut your teeth on Advanced JO—you know the frustration. You need to tweak one tiny piece of audience logic, and suddenly you're cloning an entire program just to edit the source query. It's a time sink, and it clutters y

Hey everyone! 👋I’m thrilled to be co-hosting a Community Workshop Session at Pulse Europe with the amazing Jon Wishart— all about Building & Growing Superuser Programs in the Age of AI! 📅 When: November 13, 2025🕦 Time: 11:30 AM–12:15 PM GMT📍 Where: Wicklow Hall 2, 2nd Floor (Track 7: Workshop Your Way to Growth)Superusers are the heartbeat of every thriving community — they spark discussions, share expertise, and bring a sense of belonging that fuels growth. But with AI transforming how members engage and consume content, it’s time to reimagine how we support, motivate, and celebrate our most active champions. 🔥 This is not your typical session — it’s a collaborative workshop where we’ll brainstorm with other community professionals, exchange ideas, and rethink how to design modern superuser programs that truly scale. Because what better way to learn and grow than by building with your peers? 🤝 If you’re attending Pulse Europe, I’d love to see you there — and even better, to

Background: The Scheduling StruggleEvery CSM knows this pain — manually sending emails to schedule a renewal call, EBR, or Joint Success Plan meeting. The back-and-forth to find a time that works is not just tedious, it’s a poor use of high-value CS time. While many teams have tools like YouCanBook.Me or Calendly, they still rely on manual effort to send links and track outcomes.We knew we had to automate and scale this process. Problem Statement:CSMs are manually reaching out to customers to schedule strategic calls (Renewals, EBRs, Success Plans), resulting in wasted time, inconsistent follow-ups, and lack of visibility on what’s working. Solution: A Fully Automated Booking Funnel with Gainsight JO + Booking Platform + Gong We implemented a Journey Orchestrator-based campaign that:Automatically sends personalized calendar booking emails to customers Tracks every step of engagement (open → click → booking → execution) Ties bookings to business outcomes like renewal conversions Measure

Why is the CS department so easily forgotten when it comes to recognition, organizational transparency and visibility towards value generation - internal and for our customer base?And what impact does this have on the CSMs, the ones serving as the critical bridge between internal operations and external customer relationships?It’s a dual responsibility creating a complex web of challenges that span from basic workplace needs to higher-level professional fulfillment.But how are companies, CS departments and Leaders responding to this challenge apart from encouraging & enabling their teams to be “more efficient” or “more productive”? 💰💰💰What about the human being, the person, the individual behind the CSM role?How can we better address the underlying needs creating a foundation where CSMs can thrive internally while delivering exceptional external customer experiences?Having asked myself this question (and thoroughly brewed over it for years!), I am extremely excited to take the s

Are you attending Pulse Europe this November?Join us on Day 1 (November 12) for a special Customer Operations Workshop, a hands-on, collaborative session for operations leaders, Gainsight admins, and anyone building the systems and processes that power Customer Success.This session is designed to be highly interactive. You’ll connect with peers, share challenges, and co-create solutions around topics like: Data quality and visibility Process automation and governance Scaling digital and tech-touch programs AI in Customer Operations We’ll combine short talks, panels, and interactive sessions to explore what’s next for the CS Ops function. Attendance is limited to 45 participants to keep it interactive and high-value.Invites have been sent!If you received one, look for it in your inbox and follow the link to register and share your input.If you didn’t receive an invite, please DM me, and I’ll make sure you get access.If you’re not yet registered for Pulse, don’t miss the 2-for-1 de

 Hey Pulse community! 👋🏾I'm Sahra Kahim, a Senior Community Manager at Supermetrics, and I'm super excited to share my journey from Customer Success to Community with you at Pulse Europe.We all feel the pressure: leaner teams, tighter budgets, and higher expectations. We know community is the answer, but how do you actually build one that delivers undeniable value and gets leadership buy-in?In this session, we're moving beyond theory. I'm giving you a concrete, actionable playbook that you can start implementing the week you get back to the office. We'll cover: ✅ The 30-60-90 Day Plan to seamlessly plug community into your CS operations. ✅ The "5 CSM Plays" – specific, repeatable actions your team can run to drive engagement and efficiency. ✅ The Insight → Product Pipeline to ensure customer feedback directly shapes your roadmap. ✅ Proven Advocacy Strategies tied to business outcomes that executives care about. If you're ready to transform your community from a "nice-to-have" t

In Gainsight, both Rules and Connectors are essential tools for managing customer data and automating Customer Success workflows. However, they serve fundamentally different purposes in the data lifecycle. Understanding this distinction is key to building an efficient and scalable Gainsight platform.1. When to Use Connectors: The Data Input PhaseConnectors are your primary mechanism for ingesting and synchronizing external customer data into Gainsight.  Their role is to establish a bridge between Gainsight and the various systems where your customer data resides. Use Case Rationale Initial Data Ingestion You need to bring customer records, usage data, support ticket logs, or billing information into Gainsight for the first time. External System Synchronization You need to maintain a live or scheduled sync of data (e.g., account updates, contact details) from core external systems like Salesforce or Jira Usage Data Integration You are collecting product usage metrics from spe

Hello Customer Success enthusiasts :)Cäcilia Hemmerich and I are beyond excited to be presenting on stage at Pulse Europe 2025.Mastering the balance between digital scale and human touch plays a critical role to treat all customers like top-tiers while handling limited resources. Join us as we dive into SAP Signavio’s evolving digital engagement models and share how we have transformed the way we connect with customers.Why You Should Join:Insider Insights: Explore practical resources and templates that will equip you with actionable strategies to leverage your digital customer journey. Scalability made easy: Learn how Gainsight can act as perfect base to create meaningful digital experiences. Learn & Failure: To give you a smooth start we will share our learnings & failures faced during our journey.Save the Date: Wednesday, 12/11 at 11:00 AM @Liffey Hall 2.See you at the session!! Register here and check out the agenda.  

In every boardroom, there’s one constant tension:Sales and Finance own the forecast — but CS is closest to customer engagements.CS captures the signals that truly shape predictable growth:🔹 Usage trends and adoption patterns🔹 Sentiment and executive engagement🔹 Expansion intent and value realizationYet too often, these insights stay outside the revenue planning process.At Pulse Europe 2025 in Dublin, I’ll be hosting an interactive workshop:🎯 From Insights to Impact – How Customer Success Can Shape Revenue ForecastingTogether, we’ll explore:✅ How to speak the CFO & CRO’s language when it comes to forecasting✅ How to operationalize CS insights into measurable revenue confidence✅ Real-life exercises that bridge intuition, data, and financial rigorIf you want to move your CS team from the sidelines to the revenue table, this session is for you. Looking forward to meeting you in person in Dublin.

In the recent Getting Started with Journey Orchestrator: Confidently Build Your First JO Program webinar, you all brought amazing energy and tons of great questions! We couldn’t get to everything live, so we had our resident JO expert, ​@dan_wiegert​, tackle the rest.Check out the full webinar recap here!Now, let’s dive into your questions: Q: Can you generate an audience from PX users even if those users are not contacts (or People) in Gainsight CS?A: Those users must exist as People in Gainsight CS in order to be used in a program. Q: Is the Gainsight CTA always for internal tasks? ex: prompting a CSM to follow up? Or what’s an example of the CTA being used for a customer, if that happens?A: CTAs are only visible internally, but they can trigger customer-facing actions as part of the workflow. If you want something explicitly visible to the customer, that’s usually done via Success Plans or engagements (in-app/email), not the CTA itself. Q: How do you define someone as a decision mak

We hosted an engaging session on Getting Started with Journey Orchestrator: Confidently Build Your First JO Program, led by Ester Memoli (Acronis) and Harri Carroll (Gainsight). This session was designed to help new and experienced users alike understand how to confidently build impactful JO programs, navigate the setup process, and unlock scalable customer engagement strategies.Whether you’re just beginning your JO journey or looking for a refresher on best practices, this webinar provided actionable guidance and real-world insights from the field.🎥 View Session Recording 🎥 What We Covered:Introduction to Journey OrchestratorWhy JO is a critical tool for scaling Customer Success efforts. How it helps teams move from one-to-one engagement to impactful one-to-many programs. Common challenges new users face and how to overcome them.Building Your First JO ProgramStep-by-step breakdown of creating a program, from choosing templates to configuring tokens. Guidance on audience selection an

After a pair of acquisitions and the decision to consolidate CS in Gainsight, we needed to migrate notes from Planhat and Catalyst into Timeline. This post documents how we migrated notes, including the conventions we used, the mapping decisions we made (authors, activity types, companies, attendees), and a few issues to be aware of/avoid.If you’re planning a similar migration, follow along, hope this helps. Migration goalsMove legacy notes, meetings, QBRs, and other interactions into Gainsight Timeline with original authors, dates, and attendees. Make it safe to rerun batches without creating duplicates. Make the source system visible on every migrated activity.Our conventions:External Id The record Id from either Planhat or Catalyst Guarantees global uniqueness and gives a natural “upsert”. Replays won’t create dupes; you can PUT with identifier=externalid to fix records. We used this more than I’d like to admit External Source Catalyst: External Source = “Catalyst Notes - Legacy H

If you are using Gainsight as your platform of choice and are involved in Digital Success, or Digital First as I like call it, you will want to watch this video.In this tips and tricks video, I explore leveraging Data Designer as a control plane to inform your leadership of planned outreach and data gaps, and to better determine when an email is sent. 

Sometimes integrations break. While I would hope Gainsight support would monitor, catch, and address things when the integration stops working, that may not be the case. Here’s a simple solution I came up with to ensure that (at least half of) the integration is still working. (Shoutout 🤖 Google Gemini ✨ for the thought partnership )My assumption: if the PUSH of PX data TO Salesforce isn’t working, the PULL of Data probably isn’t either. But this solution doesn’t necessarily guarantee to catch the other half if the PUSH continues to work.  Set up a Salesforce fieldCreate a field on Salesforce Contacts for PX Last Seen Set your Salesforce integration to PUSH data from PX to Salesforce PX User attribute (out-of-the-box): Last Seen Salesforce field: {your field name} Create a Salesforce ReportCreate a report  Filter all contacts by {your field name} = TODAYSubscribe to the ReportSchedule to run whenever makes sense based on the multiple daily syncs that push data from PX to Salesforce (

It's been a really long time since I last recorded a Tips and Tricks video, and since I have been having lost of fun with Staircase AI by Gainsight, I thought I'll share some ✌insights✌ - 🥁 🥁 😉