In this release webinar, we walked through the latest enhancements in Staircase focused on helping teams turn customer intelligence into action — faster, more consistently, and with greater confidence.
We covered new ways to bring Staircase insights into everyday workflows, improve signal quality and governance, and preview what’s coming next for proactive risk management.
Please find the recap below, and click here for Slides and Webinar Recording.
Webinar Highlights
1. Bringing Staircase Intelligence Everywhere with Ask Staircase + MCP Connector
- We kicked off with Ask Staircase, which allows teams to bring Staircase customer intelligence directly into AI tools like ChatGPT, Claude, Gemini, and agentic workflows.
- Rather than switching systems or pulling reports, teams can ask natural-language questions and get answers enriched with live Staircase data — wherever they already work
- We also covered what setup looks like at a high level, including the one-time admin configuration required to securely connect Staircase to supported AI tools.
2. Improving Accuracy with AI Feedback Loops
- As teams increasingly rely on AI-generated insights, confidence in outputs becomes critical.
- We introduced AI Feedback Loops, which allow users to quickly rate whether Staircase-generated summaries and responses are helpful. This feedback is aggregated and used to continuously improve accuracy over time.
- Feedback is anonymous and secure, ensuring insights get smarter without exposing individual users or data.
3. More Flexible and Admin-Friendly PII Configuration
- Next, we covered updates to PII configuration, giving admins greater control over how sensitive data is anonymized.
- With new toggle-based controls, admins can decide exactly which PII types are anonymized, preview changes before applying them, and tighten controls going forward without impacting historical data or existing workflows.
4. Customizable Lifecycle Events
- We walked through enhancements to Lifecycle Events, which allow teams to better track the moments that matter most in the customer journey.
- Staircase continues to detect key events out of the box — like renewals, churn risk, extreme sentiment, and executive touchpoints — while now also allowing admins to create custom events such as onboarding, kickoffs, or referrals.
- Teams can tune event categories to reduce noise while maintaining visibility into critical risks and opportunities across the Customer Journey Cycle and Events reporting.
5. Safer, Smarter Notification Testing
- We introduced improvements to Notification Testing, making it easier for admins to validate notification logic before anything goes live.
- Admins can now test notifications by customer, preview exactly where messages will be delivered (Slack channels or email recipients), and catch missing roles or configuration gaps upfront — reducing surprises in production.
6. Preview: Risk Analyst (Coming Soon)
- We closed with a preview of Risk Analyst, a new capability designed to help teams understand why an account is at risk and what to do next.
- Similar in concept to Expansion Analyst — but focused on risk rather than growth — Risk Analyst analyzes recent and historical communications when a churn risk is detected, surfaces risk severity and momentum, and recommends next steps based on what’s worked in similar past situations.
- Risk Analyst will be available starting February 6, with more details and documentation coming soon.
Key Takeaways
- Meet teams where they work: Bring Staircase intelligence directly into AI tools and workflows with Ask Staircase.
- Increase trust in AI outputs: Use feedback loops to continuously improve accuracy over time.
- Maintain control and governance: Fine-tune PII handling, lifecycle signals, and notifications without disrupting existing data.
- Act on risk more effectively: Gain clearer, more actionable insight into churn risk with the upcoming Risk Analyst.
Want to know what’s new? If you’re using Insight Agent (powered by Staircase AI) alongside Gainsight, check out our January newsletter
Didn’t catch our FY26 Q4 Staircase Release webinar live? Check out the on-demand recording