Staircase January 2026
We’re excited to share the 2026 insights from across the Gainsight. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together. Let’s dive in!
AI Feedback Loops: Smarter Insights Over Time
You now have a direct way to improve AI quality over time. Built-in feedback makes it easy to signal what’s helpful—and what’s not - so Staircase keeps getting smarter.
- Thumbs up/down feedback on AI-generated summaries across Staircase
- Rate Ask Staircase answers for quality and accuracy
- Feedback flows directly to data science for ongoing model improvement
Explore how AI feedback works in Staircase
PII Anonymization Controls: Stronger Data Governance
New PII controls give admins more flexibility to manage sensitive data with confidence. You can now preview and customize anonymization before it’s applied.
- Toggle built-in anonymization for emails, phone numbers, SSNs, and more
- Preview anonymization impact on real examples before applying
- Optional custom patterns available for advanced needs
Learn how to manage PII anonymization settings
Review AI Expansion Insights Weekly to Maximize Growth
Make it a habit to review your AI Expansion Analysis every week. Staircase automatically uncovers upsell and cross-sell opportunities hidden in customer conversations—analyzing emails, meetings, and tickets from the past 90 days. Each report ranks opportunities by confidence score and potential impact, so you can focus on the highest-value leads, act fast, and turn everyday interactions into measurable revenue growth.
Use AI Feedback to Improve Ask Staircase Results
Ask Staircase gets better the more you use it—and the more feedback you give. A quick thumbs up or down on AI summaries and answers helps refine accuracy, context, and relevance over time. Small signals today lead to smarter, more reliable insights tomorrow. Leave feedback whenever an answer feels off or incomplete—those moments matter most.
Want more best practices? Visit our Community
See Expansion Analyst in action
Meeting Prep + Slack: Share Your Workflow
Cassidy Dawn raised a great question about delivering Meeting Prep PDFs via Slack. While AI Meeting Summary notifications are already supported in Slack, Meeting Prep PDFs are currently sent via email only. As a workaround, Cassidy shared a helpful prompt her CSM has been using in the Staircase Slack app to get quick context directly in Slack.
Are you using Slack to support meeting prep today? What workflows or shortcuts have worked well for your team? Jump in and share your tips or ideas.
Staircase AI- Used to Develop an Audience for Journey Orchestrator
Jon Snow asked a great question about the “Accounts Dark” baseline analysis in Staircase AI. He noted that being able to export this dataset—or access it in Data Designer—would make it much easier to build targeted audiences for JO programs.
Are you using similar signals to drive targeted engagement today? Share how you’re identifying and reaching inactive or hard-to-engage accounts.
Agents Unplugged: How CS Teams Are Using AI Agents Today
AI Agents aren’t “coming soon”—they’re already changing how Customer Success teams scale impact. In this session, you’ll hear what real teams are deploying right now, what’s actually working, and how to bring “human-in-the-loop” automation into your CS motion without losing the relationship.
- How leading CS teams use agents to **augment—not replace—**their teams
- Real deployment stories: wins, misses, and lessons learned
- How to prioritize the best agent use cases across the customer journey
- Why human-in-the-loop is key to scaling without sacrificing trust
Watch how CS teams are putting AI Agents to work
