1. It’s Simple

Customer success professionals have a lot on their plates. They need to understand customer needs, monitor product usage, and engage with clients effectively. The last thing they need is a complex, convoluted platform that hinders productivity. Your customer success platform should be intuitive, easy to navigate, and user-friendly. It should empower your team, not bog them down with a steep learning curve.

A simple interface ensures that your team can quickly adopt and utilize the platform to its full potential. Look for a solution that streamlines processes, offers a clean design, and minimizes the need for extensive training.

2. It’s Scalable

Your business is likely to grow over time, and your customer success platform should grow with it. Scalability is crucial. Your chosen platform should be able to accommodate an expanding customer base, increased data volume, and evolving business requirements. It should seamlessly adapt to your changing needs without causing disruptions.

Remember: Don’t just consider your current requirements—consider the potential for future expansion. A scalable CS platform ensures that you won’t have to go through the hassle of migrating to a new system as your business flourishes.

3. It’s Flexible

Every business is unique, and so are its customer success processes. Look for a platform that offers flexibility and customization options. Your platform should adapt to your specific workflows and methodologies, not the other way around.

Customization enables you to tailor the platform to meet your exact needs, whether it’s creating unique customer success plans, defining customer health metrics, or automating specific tasks. A flexible platform empowers you to optimize your processes for maximum efficiency over time. 

4. It’s Future-Proof

Investing in a customer success platform is a long-term commitment. You don’t want to end up with a platform that becomes obsolete in a year. To future-proof your investment, choose a platform that demonstrates a commitment to innovation and staying ahead of industry trends.

Look for a provider that regularly updates and enhances its platform with new features and capabilities. A forward-thinking platform provider will ensure that you’re equipped to address the challenges and opportunities of tomorrow’s customer success landscape, including where it intersects with customer education, community, and product experience. 

5. It’s Powered by Generative AI

Artificial Intelligence (AI) is no longer just a buzzword; it’s a game-changer in customer success. An AI-powered CS platform can analyze vast amounts of customer data, identify trends, and provide valuable insights to guide your customer success strategy. But not all AI is created equal.

When evaluating customer success platforms, look for one that leverages generative AI. Generative AI goes beyond simple data analysis; it can generate predictions, recommend actions, and even automate routine tasks. This means your Customer Success team can focus on building relationships and providing personalized support while the platform handles the data-heavy lifting.

In conclusion, choosing the right customer success platform is a critical decision that can have a significant impact on your business’s growth and customer satisfaction. Look for a platform that’s simple, scalable, flexible, future-proof, and powered by generative AI. With the right platform in place, you’ll be well-equipped to navigate this complex economic landscape and drive success for both your customers and your business.

Learn More 

Learn more about the Gainsight Platform here and Gainsight Customer Success product here.

The post Five Things To Look for When Shopping for a CS Platform appeared first on Gainsight Software.

You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?” When posed with that question, you should be able to open up a customer dashboard to quickly see areas where the company excels at delivering value, and also some areas where it can improve. Holistically, you should be able to know which customers are at risk, so that your CSMs and executives understand how to engage to get those customers back on track.

On the Grow and Tell Webinar Series, Jackie Liney, Senior Director of Customer Success at XFactor.io, shared the impact her team was able to make by testing, learning, and iterating on their health score model, resulting in a reliable predictor of customer health.

A Health Score Is NOT an Adoption Score

A common mistake CS teams make is to structure their customer health score purely on product adoption and engagement metrics. While adoption is important to include in the health score model, on its own, it doesn’t provide the full picture.

At XFactor.io, CSMs are informed by health scores that include both qualitative and quantitative measures. Qualitatively, the measure accounts for sentiment and engagement. It’s about understanding the true sentiment and interaction frequency, whether it’s attending meetings, responding to emails, or fostering open conversations with CSMs. 

Quantitatively, the health scores account for value realization, which informs upsell opportunities for the company. Platform usage data rounds out the quantitative approach, offering valuable insights into user behavior and engagement trends.

CSMs Thrive When Health Scoring Is Effective

Customer health scorecards are an essential guide your Customer Success Managers (CSMs) use to prioritize their day-to-day interactions with their assigned accounts. For example, if a low-scoring account has been unresponsive, the CSM can reach out for a proactive check-in. Conversely, a high-scoring account could receive tailored resources with customer education about unused features that represent an opportunity for revenue expansion.

Gathering feedback from your CSMs is also an important aspect of maintaining your health score. Their experiences on the ground can provide valuable insights into the practicality and effectiveness of your scorecard. Remember, it’s not just about the scores; it’s about the actions they inspire and the value they empower your CSMs to bring to your customers.

The Results Are Worth the Effort

Implementing accurate health scores led to success at XFactor.io. For instance, high-risk accounts showed signs of improving health, thanks to targeted interventions triggered by health score thresholds. Through deliberate actions and focusing on high-risk accounts, XFactor.io was able to increase renewals by 20%.

In another example, CSMs identified a downward trend in scores that led to collaboration with the product team to address usability issues. The collaboration helped prevent possible churn as a result of the UI improvements that were implemented.

How to Get Started

Customer health scorecards aren’t a one-size-fits-all solution. What worked yesterday may not work today. To ensure your scorecard remains meaningful, start by revisiting your existing best practices. Analyze historical data to identify any trends or patterns that can be used to create a foundational health score model. 

Over time, you’ll find that the beauty of health scores is their adaptability. Are there new customer behaviors or metrics that should be incorporated? Have certain indicators become less relevant? As your business evolves, you can continuously refine the metrics and weight assigned to various factors in your health score calculations. This iterative process ensures that your health scores remain relevant and aligned with your changing objectives. 

Bonus!

 Need to refresh your health scores? Create powerful scorecards that power customer outcomes with this simple template. 

The post Modernize Health Scores in Order to Monetize Retention and Expansion appeared first on Gainsight Software.

ICYMI, watch the full episode below.

Data Is Key to Intelligent Decisions 

One major focus for Kennedy is using the data around customer success to make intelligent decisions and partner cross-functionally with other departments. 

Kennedy says, “Gainsight was a game changer [in terms of] there actually being data around Customer Success.” 

A major takeaway of our recent Evolution of Customer Success Report is that the strategic value of customer success is higher than ever. 61% of survey participants said they are responsible for revenue growth. As Customer Success becomes an increasingly strategic function in an economy that demands efficiency, arming CS leadership with the data they need to make intelligent decisions is more critical than ever. 

“I would say living in the data as much as possible, both for decision-making on your own team and partnering cross-functionally with other departments, using the data wherever it exists is just such a powerful way to make intelligent decisions,” says Kennedy. She then recommends asking CSMs to “jump in and fill in more” data as you go. 

AI for CS Is Still a Journey of Constant Discovery 

As an enterprise search technology, Glean has always leveraged AI. But, in the last few months, AI has changed a lot. Generative AI is radically transforming how we do business and develop software.

Kennedy and Mehta agreed that no one has figured it all out yet. It’s still constantly evolving, and so are our use cases for it. But one thing is clear: The potential for generative AI to revolutionize how we drive customer success is endless. 

There are many ways that Kennedy’s team at Glean is using AI, but she’s most excited about leveraging the technology to make smarter Customer Success Manager (CSM) work assignments. 

Kennedy says she’s working with her engineering team to develop “a bot to help assign accounts to CSMs when new accounts come in.” She says, “Leaders are always having to think about: what’s their current bandwidth, what’s their location, their time zone, their segment of customers … can AI help me with that?” 

Gainsight Essentials at Glean

They also discussed how Glean leveraged Gainsight Essentials to rapidly grow from start-up to scale-up. 

Gainsight Essentials is designed to help you start and scale your journey at the pace that suits your needs—and your customers’ needs—most efficiently and effectively. With CS Essentials, you can get a comprehensive view of your customer overall health and likeliness to renew based on activity, sentiment, and more, and get early warning system of trends and risks so you can act early to reduce churn and empower your team to scale with proven actions that deliver outcomes.

Kennedy says automation and robust customer health scores are both key differentiators that helped her CSMs become more efficient. 

Gainsight Essentials helped Glean’s CS team “move away from the job part of the job and towards more strategic motions,” says Kennedy. 

We’ve certainly come a long way from relying on spreadsheets, as companies like Glean are leading the transformation of the CS function to be more efficient, strategic, and impactful. 

Take Gainsight for a Joyride 

Take Gainsight out for a Joyride and experience the speed, handling, and power of the world’s leading customer success platform.

The post How Glean Leverages Gainsight Essentials and Generative AI to Drive Customer Success appeared first on Gainsight Software.

As the importance of Customer Success continues to grow and evolve, so do the roles and compensation structures within the field. That’s why Gainsight, in partnership with Benchmarkit (formerly called RevOps Squared), surveyed over 750 CS professionals to understand capacity and compensation trends across the org chart. Check out our findings in the Evolution of Customer Success Report: Role Expansion and Compensation in 2023.

But wait, there’s more! See where you stack up against industry averages in our Compensation Survey Benchmark tool.

Need a TL;DR? Here are a few highlights from the report.

1. Customer Success Is a Strategic Imperative

Customer Success has come a long way since its inception. Initially, it was seen as a support function, focused on resolving customer issues and ensuring they were satisfied with the product or service. However, businesses quickly realized that successful customer relationships were pivotal for growth and sustainability.

Today, Customer Success has become a critical growth engine by:

• Reducing Customer Acquisition Cost (CAC)
• Boosting Net Revenue Retention (NRR)
• Spurring lightning-fast Time to Value (TTV)

Customer Success teams are the frontline warriors in ensuring customers achieve their desired outcomes and continue to derive value from your products or services. And, increasingly, we’re giving them digital superpowers to accomplish more than ever before.

2. Customer Success Roles Are Evolving

As the importance of Customer Success has grown, so too have the roles within this field. Customer Success Managers (CSMs) are no longer just reactive problem-solvers; they have transformed into proactive strategists, advocates, and growth drivers for their customers.

Here are some key ways Customer Success roles have evolved:

Strategic Advisors

CSMs are no longer confined to addressing customer issues ad hoc. They now work closely with customers to understand their business goals and align product usage with these objectives.

Product Specialists

CSMs are expected to have an in-depth understanding of the product or service they support. They guide customers on how to leverage its features to maximize value.

Advocates for Customers

CSMs advocate for their customers within their own organizations, ensuring that customer feedback and needs are heard and addressed.

Data-Driven Decision Makers

With the advent of powerful digital tools like generative AI and advanced analytics, CSMs rely on data to make informed decisions, identify trends, and proactively address potential issues.

C-Level Roles

It’s official: Customer Success (CS) is firmly established at the adults’ table. A reported 27% of companies indicated they had a Chief Customer Officer (CCO) and 20% had SVPs of CS.

3. Digital Customer Success Is the Solution for Scale

Another major finding of our recent survey? Digital customer success is here to stay. Over one-third of companies have already established formal digital customer success roles.

Digital CS is the answer to efficiently and effectively scale customer success efforts. It’s also the future of how we expect to interact with service providers—through a seamlessly integrated digital and in-person journey.

By leveraging Digital CS, organizations can provide a consistent, personalized, and even predictive customer experience at scale. This not only enhances customer satisfaction, but also allows CSMs to focus on higher-value tasks.

Learn More

As you adapt to these changes, don’t forget the importance of fair and competitive compensation for your Customer Success team. Explore Gainsight’s Compensation Survey Benchmarks tool to gauge how your CS team’s compensation and capacity stack up against industry standards.

The post 2023 Customer Success Compensation Survey Benchmarks: See How You Stack Up appeared first on Gainsight Software.

But you don’t have to take our word for it. Check out what our customers have to say on G2 about how they leveraged the Gainsight platform to centralize their customer data, transform their Customer Success (CS) operations, and drive value for their customers.

Here’s a snapshot of what our customers are currently saying about Gainsight CS. 

Our Customers Gain Efficiency 

Every corner of the SaaS world is tasked with working more efficiently under these market conditions. That’s why we help our customers envision and engineer more efficient ways of working from day 1.  

Here’s what Sam H., an enterprise customer, has to say about working more efficiently with Gainsight CS. 

Our Customers Gain a Single Source of Truth 

Creating a single source of truth for customer data on one AI-enbabled platform is a game-changer for Gainsight customers, like Chris W., a Global Head of Customer Success.

Our Customers Gain Scale 

Gainsight is a must-have for scaling CS teams, as our platform offers the ability to customize your operation as your business grows. 

Here’s what one CS Operations Manager, Shannon M., has to say about Gainsight CS.

Our Customers Gain the Engine and Backbone of CS

Ultimately, Gainsight is the unparalleled leader of the CS industry. With a more sophisticated scorecard, more feature customization, more efficient ways of working, and the first AI engine of its kind, Gainsight simply offers more. 

According to one head of CS Ops, Gainsight is the engine and backbone of Customer Success. 

Join the Conversation

Are you a Gainsight customer? Write a G2 review today! 

Ready to see what you’re missing? Take Gainsight for a Joyride. 

The post Gainsight G2 Reviews Highlight Unbeatable Value appeared first on Gainsight Software.

In other words, if you’re reading this, chances are you use a Customer Success management platform. But do you have the right one? Here are our top three warning signs that your CS team needs to reevaluate its tech stack. 

1. Your Time to Value Isn’t Lightning Fast 

It’s critical to select a Customer Success platform that allows you to reap value fast and scale however best fits your business. If you’ve chosen the wrong CS software, though, you may hit a wall and struggle to go live. This can be due to a variety of factors: 

• The platform only offers a one-size-fits-all approach, leading to a slow and lackluster adoption journey. 
• The platform provider lacks the expertise and maturity to help you adapt as the needs of your team change over time.
• You experience slow onboarding and growth due to limited best practices.

With Gainsight, customers can start simple and see value in as little as four weeks— and scale to complex use cases as their Customer Success needs grow. 

2. You’re Blindsided by Churn

Churn should never be a surprise. If your CS team is stuck with a platform that only provides a basic health score, then they won’t be able to course-correct at-risk accounts. A complete, accurate, and up-to-date customer health score is vital to the success of your CS function. 

At Gainsight, we capture the nuance of customer health with a robust and comprehensive framework to highlight risks and opportunities earlier. 

To learn more, watch: How Gainsight Refined Their Customer Health Scorecards in the New Economic Climate. 

3. Your Team Is Burning Out 

Customer Success Managers (CSMs) everywhere are being asked to do more with less. Now more than ever, it’s mission-critical to give your CS team the tools they need to work efficiently and at peak productivity. 

Some signs your CSM team is struggling with their current platform include: 

• Users cannot build business-critical reports due to a lack of self-service report-building capabilities and a lack of cross-object reporting.
• CSMs are getting stuck in a UI that cannot be configured for your team.
• CSMs spend hours manually constructing reports for client meetings, among other repetitive tasks.

Gainsight solves for all of these pain points. With Gainsight, CSMs save seven hours a week with self-service reporting, configurable UIs, auto-logged calls, auto-generated snapshots, and more. 

Gainsight is also giving CSMs superpowers with new products and features powered by generative AI, designed to arm CSMs the tools they need to efficiently and effectively scale Customer Success with limited resources. 

“Generative AI is incredibly powerful and a transformational business tool,” says Karl Rumelhart, Gainsight’s President for Products, Technology, and Global Operations. “Horizon AI’s generative capabilities can now help Customer Success teams take action on the insights buried within data and work more efficiently at scale. This represents a huge step forward in the power of the platform and will help our customers meet current market needs by giving them the ability to do more with less.”

Learn More 

Learn more about Customer Success platforms today. 

The post Three Red Flags You’re Using the Wrong Customer Success Platform appeared first on Gainsight Software.

ICYMI, watch the full episode below.

As a former engineer, Bishop understands problem-solving and delivering value. “I’ve always been in Customer Success,” she says, “we just didn’t have a cool label for it that many years ago.” 

While hearing someone call Customer Success cool was certainly the highlight of the conversation for me, here are three top takeaways that could make an impact on your CS org today. 

1. You’re Not As Efficient As You Might Think

Consider the tasks you and your team do on a daily basis—the ones you think you have fully dialed in. The other stuff is what needs to change, right? Well, you could actually be wrong. 

Bishop describes getting started with a digital tool, Gainsight CS specifically, and the phenomenon of realizing this very thing: Her team wasn’t as efficient as she thought in certain areas. 

Bishop says, 

“The reality is when you take those things that you think you’re super efficient about and you start mapping them to a tool like Gainsight, or you start mapping them into a template, you realize you’re not quite as efficient as you thought you were. But just being able to capture it into that tool makes you more efficient. We immediately saw results with that, just from an organizational perspective.”

Bishop’s advice to CS leaders is to “put the things that you think are super efficient into the tool and then grow from there.” 

2. Digital Customer Success: The Hardest Part Is Getting Started 

Digital Customer Success is undoubtedly one of the unstoppable forces in the SaaS industry today. If you aren’t doing Digital CS at this stage of the game, then you’re falling behind. That said, when launching a Digital CS program, it’s important to take a measured approach that sets your team up for success. Instead of trying to do everything at once, it’s better to start simple and scale fast. The important thing is to get started. 

Bishop agrees. “One of the big takeaways from our [Pulse] session was just start,” she says. “We’ve talked about Digital Customer Success for a long time. We’ve talked about digitalization in our businesses, in every function … you just have to start. And the beauty of Gainsight was the templates that were already there. So you could start, right? It wasn’t so overwhelming.”  

3. Building a Resilient Ecosystem on Your Team 

I don’t have to tell you that Tech has been through a lot. From Covid to this great explosion in Tech to the Great Resignation to hyperinflation to whatever we call this current state (maybe a bit of malaise) … people in Tech are ready for the change to settle. I asked Bishop her thoughts on navigating this environment, which she recently put into a must-read blog. 

Her take? “Nature has it figured out.” 

She compared what a healthy ecosystem needs in the wild with the kind of resilient environment leaders should foster at work. It comes down to four things: 

• Diversity of background 
• Diversity of thought 
• Diversity of niches 
• Ability to adapt 

Bishop says, 

“Species figure out a way to function together without killing one another, right? You can adapt on the fly. And then there’s complimentary niches, which I really love. Can you find the place where you fit, where you’re not overlapping someone else? And you can find those things that are win-wins. If you start looking at those four quadrants of what makes a resilient ecosystem, it’s no different on our teams, right?”

We ended our conversation with a bit of childlike joy, as Bishop reflected on one of the most adaptable animals in the world. “Can we be more like the raccoon,” she asks, “and be able to adapt when the changes come at us?”

What’s Next? Learn More at Pulse 

Check out Bishop’s session, Structuring Your CS Organization to Hit a Home Run, in the Pulse Library. 

Feeling Pulse FOMO? 

Don’t miss Pulse Encore and Pulse Europe just around the corner. 

The post Creating a Resilient Environment on Your CS Team appeared first on Gainsight Software.

While the idea of ensuring value realization and verifiable outcomes for customers is well-established, the path to achieving this at scale is an entirely different proposition. When first launching your Customer Success (CS) program, it’s common for organizations to offer personalized attention and tailored strategies that can deliver value to individual clients. The challenge, however, magnifies when it comes to extending consistent value delivery across hundreds or even thousands of customers.

In our final episode of the Titans of Scale series, Kelli Greenberg, Associate Partner at McKinsey, shared perspective and advice related to how value realization at scale can be, well … realized.

Value Delivery IS Customer Success

The most impactful indicator of renewal and growth with customers is ensuring they receive value from your company’s products and services. Regardless of whether you are applying a high-touch or Digital Customer Success model, CS teams must proactively identify customers who may require additional assistance in realizing value.

Early on, strategies like adoption check-ins and quarterly business reviews can play a vital role in helping customers achieve success and boost retention rates. However, as businesses grow, and the customer base expands, the art of custom craftsmanship must evolve to extend across the masses. 

Delivering value at scale demands a different set of instruments—automation, data-driven insights, and strategic frameworks that ensure every customer’s journey is guided toward verifiable outcomes.

Starting an Effective Outcome Management Program

When seeking to scale value realization for your entire customer base, the first step is to make sure you’ve outlined a clear value proposition for your products and services that is tangible for customers. Defining measurable and realistic actions and metrics in the Success Plan helps Customer Success Managers (CSMs) focus on delivering those tangible results.

While the digitization of playbooks and touchpoints is essential, companies should avoid rushing the process. Pick specific areas of the customer journey such as customer education during onboarding and set a plan to scale back human touch over time in favor of automation. 

Investment in automation and technologies such as generative AI will be imperative. Be sure to have a clear roadmap about how you will leverage features of your Customer Success technology platform as you work to scale outcomes at different phases of the customer journey.

Making a Consistent Impact

At the core of scaling outcomes is the ability to replicate and amplify the impact achieved in smaller, more focused touchpoints. In a scaled CS program, companies can ensure that customers who don’t have direct access to CSMs still receive necessary support by leveraging technology and automation. Self-service resources, such as knowledge bases, tutorials, and online communities, empower customers to realize value independently and foster peer-to-peer knowledge sharing.

Furthermore, collaboration between CS teams and other departments, such as Product Management and Marketing, enhances the value delivery process. Product telemetry data enables teams to understand customer behavior, address pain points, and continuously improve products. Then, Marketing, Sales, and CS teams can orchestrate expansion-driven personalized campaigns based on this data.

Solving how to deliver outcomes at scale will help achieve what McKinsey describes as The 3 “Rs” of Customer Success:

1. Retaining customers: Delivering iterative value throughout the customer journey builds bridges to long-term customers.
2. Referring opportunities to Sales: Customer Success can work with Sales to pioneer growth and help expand a company’s product footprint with your customers.
3. Realizing value: The true benefit of value realization and outcomes at scale is the virtuous cycle it creates for renewals, advocacy, and compounding revenue growth from existing and new customers.

The journey to scaling any aspect of your CS program is a process. It won’t happen overnight, BUT it also won’t happen unless you’re intentional about setting out to achieve it. 

Get Started Today

To learn more, watch the full episode, Operationalizing Outcomes at Scale.

The post Build the Blueprint for Value Realization at Scale appeared first on Gainsight Software.

Every industry is feeling the implications of generative AI, as the technology poses a truly revolutionary breakthrough in a decades-long effort to develop deep learning models. According to new research from McKinsey & Company, “All of us are at the beginning of a journey to understand generative AI’s power, reach, and capabilities.” This is especially true in the world of enterprise software development.

Gainsight product experts, Karl Rumelhart, President, Products, Technology, and Global Operations, Jake Ellis, Principal Product Evangelist, and Shantan Reddy, Senior Product Manager sat down for a roundtable discussion on the impacts of generative AI on business software, and Customer Success (CS) in particular.

Here are the highlights from their conversation.

A Convergence of Human and Digital CS Powered by Data 

We already know the future of the Customer Success industry is digital. Generative AI is a catalyst for this digital transformation, and we’ve just started to understand its full potential.

According to Rumelhart, “Digital techniques and human techniques have started to intertwine. I think this is going to accelerate a lot because of AI.” 

Rumelhart continues, “What’s going to happen is that those self-service touches, the digital engagements, are going to get way better because they’re going to be mediated through AI. So that will make those digital tools more powerful, and frankly, more like interacting with a person on the other side,” says Rumelhart. 

As self-service tools improve with AI, users will never have to leave the product to troubleshoot an issue in the product, for instance. Your CS team will also become more efficient. Or as Rumelhart puts it, “These tools are going to make your human beings more effective, more efficient, and more able to scale themselves to serve clients.” 

This convergence of human-led and digital tactics is powered by platforms like Gainsight that are able to fully leverage customer data throughout the entire lifecycle. According to Rumelhart, “This is the foundation for the successful use of AI in Customer Success: In many ways, it’s as much the cleanliness as the quantity [of data], but both are important.”

Rumelhart continues, “I think we’re going to see an acceleration and a doubling down on this trend towards really rich, robust data platforms that will undergird Customer Success, and then the AI that will help drive it.”

Users Expect a Seamless End-to-End Customer Journey

From self-service to email to Community, in-app engagements, and more, Customer Success Managers (CSMs) have a variety of channels to reach customers during their adoption journey. But CSMs still struggle to deliver the right message at the right time on the right platform. What if AI could do the heavy lifting, leaving CSMs more time for strategic tasks?

Regarding the tasks traditionally handled by CSMs, Reddy says, “I expect that AI and the product itself will start to do a lot of those things. And then, through that, the expectation for Customer Success would be to give an extremely premium, seamless experience to our customers. And I see the world moving in that direction. [Customers] don’t want to go to three places: One for learning the product, one for raising a Support ticket, and another for more nuanced Customer Success. They want a very seamless experience from Sales through their entire journey, preferably with a single point of contact and a single destination for getting things done.” 

That’s exactly what we’re building with the Gainsight platform, and how we envision the future of our industry. 

“There are such compounding benefits when you’re on a singular platform,” says Ellis. 

AI Is Simplifying the Nature of UX Design 

Every day, generative AI becomes more sophisticated, yet simpler and more human to interact with. In turn, people are starting to trust it more—and expect more from it. 

Reddy predicts that generative AI will change the nature of UX design, making all products drastically simpler to use, while AI provides a personalized, guided experience. 

“It’s no longer you trying to understand the software, it’s the software trying to understand you,” says Reddy. “People are beginning to trust AI a lot more, and they are wanting AI to get things done … the boundaries of software and products and interfaces are going to go away and, and companies that are able to own outcomes and get them done without any boundaries of product or use case or person, they will thrive. And smaller point solutions will become more or less irrelevant.”  

As software users navigate digital experiences powered by generative AI, they’ll expect systems to be so smart they can predict the next step in their journey—and seamlessly guide them there. 

“This is the beginning of the realization of the sci-fi dream that has been promised with artificial intelligence,” says Reddy. “It’s going to completely change how software works, how we work, and how technology is delivered to end users.”

Learn More About Generative AI for CS 

The future has arrived. Learn more about Gainsight’s products and our latest Generative AI capabilities.

The post The Impact of Generative AI on Customer Success Software appeared first on Gainsight Software.

Pulse Encore promises to be an unforgettable experience packed with insightful sessions, expert keynotes, hands-on workshops, and invaluable networking opportunities. 

Here’s why.

Everything You Love About Pulse—in Your City

At Pulse Encore, we’re bringing the magic of Pulse, the world’s largest community of Customer Sucess and Product professionals to your doorstep, delivering a curated day filled with learning, networking, and strategy—right in your city.

Why Attend Pulse Encore?

Here’s what you’ll get when you attend Pulse Encore:

Networking Know-How: Pulse Encore is your chance to connect with like-minded professionals, get inspired, share stories, and forge meaningful relationships. In this intimate setting, you’ll have ample opportunities to engage with industry leaders, exchanging ideas and best practices.

Better-Than-Best Practices: As pioneers in the CS space, we’re proud to say that Pulse events have always been known for setting the industry standard. Pulse Encore will continue this tradition, delivering the latest trends, innovations in AI, and best practices in Customer Success.

Learn to Leverage AI: The power of AI in digital strategy cannot be ignored. At Pulse Encore, you’ll witness how businesses are leveraging generative AI to gain a competitive advantage in the world of Customer Success.

Dual-City Delight: We’re bringing the Pulse experience closer to home with events in two dynamic cities. No matter which location you choose, Pulse Encore will deliver an extra helping of everything you love about Pulse.

100+ Moments of Joy: At Pulse Encore, we firmly believe that learning should be filled with Child-Like Joy. Prepare for an experience that’s enriching and fun, too.

Register Now and Prepare for Lift-Off

Pulse Encore is preparing for take-off, and we want you on board for this exciting journey! Don’t miss your chance to gain actionable insights, build valuable relationships, and level up your digital strategy and customer experience game.

Secure your spot now and join us at Pulse Encore for an inspiring day of networking, learning, and strategizing. Registration is open, and space is limited, so act quickly to secure your place. 

Register today to elevate your Customer Success with Pulse Encore—where inspiration meets action.

The post Join Us at Pulse Encore: Elevating Customer Success to New Heights appeared first on Gainsight Software.