Gainsight

Sales knows where the customer has been. Customer Success knows how the customer is doing. But when those insights live in separate places, teams can miss critical context that impacts everything from onboarding to renewals and expansion. The strongest organizations are breaking down that divide and giving Sales and CS one shared view of the customer. Join Ori Entis from Gainsight and Brandon Stauber, MPP from Salesforce for a conversation on what it takes to close the visibility gap and create stronger alignment across the customer journey. We’ll cover: • Where disconnected customer context creates the most friction • How Sales and CS can operate from the same customer story • How AI can surface the signals teams need to act faster and smarter 📅 July 29 ⏰ 8:00 AM PT Save your spot: https://lnkd.in/gV3i9JnQ

This documentary is going to need a few seasons. 😌 CS was just the beginning. Now we’re talking Customer Education, Community, Product Experience, AI agents, and the entire customer journey. The plot has definitely thickened. 🎬

Being at Pulse is a little bit of learning, a little bit of networking, and a whole lot of “you just had to be there.” 😉 This October, we’re bringing that feeling to London for Pulse Europe 2026. 700+ retention leaders. Two days of big ideas, real conversations, new connections, and yes… plenty of moments worth getting a photo of. The only thing missing? You. Secure your seat for Pulse Europe → link in comments.

What if your top community contributors automatically showed up in your advocate program? Now they can. Gainsight CC and Champion are officially integrated — connecting community activity, roles, badges, and points with your advocacy program in one unified view. Learn more here: https://lnkd.in/eecFs3-z

A year ago, we took a hard look at how our Customer Success team was using Gainsight. Like many companies, our instance had become more complicated over time. At the end of the day, CSMs would open Gainsight to find dozens of CTAs waiting, hundreds of fields to sort through, and risk alerts that made more noise than sense. So instead of adding more, we started taking things away. Here's what we changed: • Reduced CTA types from 40 to 10 • Cut fields from 250+ to under 100 • Rebuilt risk around customer health scores instead of one-off events • Simplified our customer journeys in Journey Orchestrator • Moved NPS into Gainsight PX, increasing response rates from 1–2% to 9.6% The result? About 8,000 hours of manual work eliminated. More importantly, it gave our CSMs more time to do what they do best: spend time with customers. The biggest lesson for me was that when you're working with a powerful platform, the biggest wins don't always come from adding new features. Sometimes they come from simplifying what's already there. Huge credit and thanks to Alin Rusu and the Wigmore IT team for their partnership in making this happen. 👏🏽

For five years, our annual industry research study has helped Customer Success and post-sales leaders understand how post-sales is evolving. This year we’re continuing to expand the conversation. Because while Customer Success remains essential, retention has become a company-wide outcome. We’re exploring: 1️⃣AI and agents 2️⃣Customer coverage models 3️⃣Long-tail retention 4️⃣Renewal ownership 5️⃣Human and agentic operating models Take 5 minutes. Get the report. Benchmark your strategy. 👇 Link in comments

Every community migration incurs a 'tax'. And if you don't tackle it properly, that tax can become a real long-term drag. This tax, in essence, is members bearing the cost of change long before they can witness its benefits. This tax typically comes in three places: 1) Public criticism. Your most engaged members are often the loudest detractors. Real pain, but it doesn't predict long-term outcomes. 2) Declining engagement (in the short-term). A dip while members rebuild habits, roughly proportional to the size of the change. 3) Search traffic decline. Structural change disturbs rankings. Even with redirects, engines need weeks to recrawl. Often mistaken for a strategy problem. The common approach to overcoming this tax is to try to minimize the cost. This often means making the new platform as closely resemble the old platform as possible. But this is a mistake - because now members ONLY experience costs (albeit reduced) without observing any benefits. The far better approach is two-fold. 1) Make the new community visibly different. Lead with one thing the new platform does that the old couldn't, ideally fixing members' biggest pain point. They should hit one obviously better thing in their first session. 2) Make the new value immediate. "Better search over time" (or 'better anything') doesn't survive the tax window. A member should immediately know what's possible now that wasn't before. Decide pre-launch what the comms lead with, and resource it so it works on day one. There are plenty of great examples as you see here. But the relaunch should stop trying to mimic what the community was and start promoting the amazing, remarkable, newly beneficial things members can do that they couldn't before. And if your migration isn't offering members anything like that, you should probably contact us before you undertake it 🙂 More in this week's Migration Guide, sponsored by Gainsight. DM or reply to this post for a copy!

Start spreading the news... We took our partnership with Gainsight to the next level with the new Champion <> Gainsight CC integration. Here are 4 massive ways this unlocks and up-levels your Customer Marketing program: ✅ Turn community trust into revenue Identify your most trusted customers inside Gainsight Customer Communities, activate them through Champion, and track every revenue motion they drive. ✅ Power the full customer lifecycle Unite CS, Community, Learning, and Advocacy into one trust-to-revenue engine. Every signal becomes a motion you can act on. ✅ Build programs on real customer trust Launch gamified advocacy challenges through Champion to drive referrals, references, and community engagement. ✅ Map influence to revenue in real time Real-time Champion insights map directly inside Gainsight, delivering timely, high-impact outreach that ties back to revenue. Turn your biggest fans into your best champions, show the real impact of your programs, and give your top customers an experience they'll seriously love.

He built the dashboards. Now he’s asking whether we’ll need them at all. On today’s NEW episode of Unchurned, Josh Schachter sits down with Ziv Peled, CCO and newly appointed Chief AI Officer at AppsFlyer, to talk about what becoming an AI-native company actually looks like from the inside. They get into building vs. buying, why AppsFlyer built its own AI layer on top of Gong instead of replacing it, the reality behind those “50x AI ROI” claims, rising AI costs, and the workflows Ziv believes AI should replace—not just augment. And then there’s the question we might need another episode to answer: When is the last dashboard? 🎙️ A brand-new Unchurned is out now. Watch or listen on Spotify, Apple Podcasts, or YouTube. Watch here: https://bit.ly/4yFaGc0

AI didn't just help Deltek move faster. It forced them to rethink how their entire post-sales organization works. After seeing dramatic gains—including cutting custom implementation timelines by up to 60% and reducing customer documentation and training time by 80%—CCO Margo Martin realized something bigger was happening: implementation, customer success, and support were all solving similar AI problems in parallel. The result? They created an entirely new leadership role focused on bringing those efforts together. In this clip from Unchurned, Margo Martin and Jason Goldsmith share how AI accelerated more than productivity—it accelerated organizational change. 🎧 Watch the full conversation to hear: • Why AI made their original roadmap obsolete • How they identified duplicate AI efforts across teams • What it takes to build an AI-first customer organization Watch the episode here: https://lnkd.in/eXh-H6YN