Staircase Newsletter July 2026
Staircase July 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!😀
New: Webhook Notifications for Real-Time Automation
Staircase AI now supports webhooks as a notification destination, so you can trigger automated actions in external systems the moment a signal is detected. No more delays from scheduled integrations or manual checks. Configure your webhooks under Configurations, validate with a test notification, and connect to the tools your team already uses.
Learn more about Webhooks
Full Visibility into Team Feedback Activity
Admins now have a dedicated report to see all feedback submitted by their team across the platform, from sentiment corrections to lifecycle event deletions to comments on AI-generated summaries. Every entry includes the feedback type, date, user, and both the previous and updated values, so you always know how your team is shaping Staircase AI's outputs.
Ask Staircase Answers Just Got More Precise
A new filter icon inside the Ask Staircase input box lets you control whether active filters apply to your query, toggling between scoped and broader responses without leaving the chat. Filter by tier, owner, renewal date, health score, lifecycle event, and more to get answers grounded in exactly the right slice of your book of business.
Learn more about Ask Staircase
Churn Insights, Right Where Your Account Data Lives
The Accounts Overview report now supports an Issues field, giving you a more complete picture of churn risk alongside your existing AI Churn Analysis data. Spot and prioritize at-risk accounts in one place without jumping between reports.
View the full release notes
Switch Between Subtopic and Account Views in the Topics Report
If you're using the Topics report to understand what customers are talking about, you now have two lenses without leaving the report.
The Accounts metrics tab lets you toggle between a subtopic breakdown and account-level data for any topic — and your filters stay applied across both views. That means you can spot a spike in a topic, switch immediately to see which accounts it's coming from, and act on it without losing context or waiting for a reload.
Worth building into your weekly review workflow if you're using Topics for proactive account monitoring.
Read the full guide
Did You Know There's a Gainsight Admin Slack Community with an #ai-skills Channel?
If you've been building AI skills for the Gainsight product family and looking for a place to share and learn from others doing the same — there's already a community for it.
Community member Hailey asked about the #aiskills channel mentioned during office hours, and the answer revealed a resource many Staircase and CS admins may not know exists: the Gainsight Global Admin Slack community, where admins share sanitized versions of AI skills they've built across the Gainsight product family. The #ai-skills channel is where those builds live.
Community expert Bradley also maintains a public GitHub repo with admin community resources:
DM Bradley directly through the Gainsight Community or reach out via the thread below.
Prefer GitHub over Slack
To join the Slack community
Now You Can See Who Deleted a Topic Signal — and When
If someone on your team deletes a topic from a customer interaction, was there any way to know it had been there? Until recently, no.
Community expert Bradley raised the question: when Staircase misclassifies a signal and a user deletes it, that might be fine — but what if that signal later turns out to have been valid? Having an audit trail matters, especially in organisations where leadership scrutinises data quality.
The Gainsight product team responded directly: the feature shipped within the same week as part of a new Feedback Report. It covers:
- Event changes
- Sentiment changes
- Summary feedback
- Ask Staircase feedback from teammates
Brady also flagged a practical tip worth acting on: as custom prompts for Lifecycle Events roll out, share the feedback mechanisms with your team and let them know their input will be used for prompt tuning. Their feedback shapes the model.
Read the full thread
Join Staircase AI Office Hours l Wednesdays at 11:00 AM ET
Looking to get more out of Staircase AI? Join our open forum hosted by the Gainsight Staircase AI team for quick answers, product guidance, and the chance to swap ideas with fellow users.
- Bring your questions and get answers from the Gainsight team
- Learn how other customers are using Staircase AI
- Submit questions in advance to make the most of your session
Register here
Register for Pulse Europe 2026
Customer Education has its own track at Pulse Europe this year. If you're running a Skilljar academy, here's what's relevant to you:
- The Dig kicks off with peer roundtables before the main event, and Customer Education is a named group, so you'll find your people immediately. There's also a Vibe Lab for anyone who's been building with AI—bring what you've made, no deck required.
- 40+ sessions across the main event cover what MCP actually is, how agentic CS works in practice, and real playbooks for retention and expansion.
Register Today