Automation Anywhere Unifies Community and Learning Into One Journey to Drive 2x Higher Product Adoption

For years, Automation Anywhere’s customers had a good problem. There were so many ways to get better at the platform — training, forums, user groups, downloadable automations — that people kept losing track of them. “You have so many great resources,” customers told the team. “I like each of them, but I cannot keep track of where everything lives. So I’m struggling to find the right thing when I need it.” The resources were strong; the experience of finding them was not. Today, after working with Gainsight, that fragmentation is gone: customers who engage with training or the community adopt Automation Anywhere’s products at roughly twice the rate of those who don’t — and they’re far better equipped to show their executives why it’s working.

Automation Anywhere is a leader in agentic process automation, having evolved from robotic process automation (RPA) to a platform where customers build and run AI agents. For years its community and its learning programs lived on separate teams and separate tools, and customers struggled to find what they needed. The Pathfinder Community and Learning team fixed that by building both on Gainsight — Customer Communities first, then Skilljar — and integrating them into a single hub with one login and one navigation. The payoff shows up in usage: engaged customers adopt at roughly twice the rate of those who don’t, and they leave with the data and vocabulary to make a compelling case for automation internally.

Automation Anywhere’s community and learning had scaled to a point where no single path through its content was obvious. The resources were excellent but scattered — training here, a user group there, forums somewhere else. For a company whose business depends on customers becoming fluent in a fast-evolving product, that friction had a real cost: the people who most needed help couldn’t always find it in the moment they needed it.

Automation Anywhere started by bringing community onto Gainsight, choosing Customer Communities (then inSided) over Khoros. Two things tipped the decision. Gainsight was, in Larkin’s words, “clearly strategically aligned in terms of customer success” — it shared her team’s belief that success is holistic, not a single training or a single event. And the platform struck the right balance of configurable and customizable. Just as important was how Gainsight showed up: “We knew that Gainsight approaches working with a customer as a partnership rather than as a transactional relationship.”

When Automation Anywhere needed to move off its previous training vendor, Larkin wanted Gainsight again. She chose Skilljar for its deep feature set, its highly customizable customer-facing experience, and — critically — its strong Salesforce and data-warehouse integrations. That last point mattered because it answered the question that justified the whole program: is training actually empowering customers to use the product more? Without clean data flowing into Salesforce and their enterprise warehouse, the team couldn’t prove it.

On Skilljar, the team built the multi-faceted enablement that defines Pathfinder today. Training Camps run cohorts of customers through weeks of online learning paired with live community events, blending on-demand and peer learning — 90,000+ course completions in the first four months alone, with participants reporting a 200% increase in automation confidence. A three-tier certification program runs from a free beginner level to an advanced AI Automation Engineer certification requiring 18 hours of hands-on work, capped by building and submitting a real agent. And Mission Control, a custom build close in spirit to Gainsight’s Journey Orchestrator, gives each customer a self-assessment, growth recommendations, and a personalized, step-by-step action plan — including the data and framing automation leaders need to report results upward.

One of the most important features the team built was a single login and a unified navigation across all of community and learning. “It seems basic, but it is not at all,” Larkin said. “Having a unified navigation and one login is kind of a big deal.” Automation Anywhere had been a year ahead of the Gainsight roadmap and custom-built its own unified experience; Larkin’s advice to Gainsight was blunt and generous at once — make it work out of the box so future customers don’t have to build it themselves. That integration is what turned two strong-but-separate programs into one journey, with Mission Control sequencing community and learning resources together for each customer.

The payoff shows up where it counts: usage. Among customers who take training, the team sees double the adoption of newer, more complex products. That connection is only measurable because Skilljar’s Salesforce and data warehouse integrations pull training and community engagement into the same view as product usage and customer health, unifying data that previously lived in silos across multiple platforms. With that combined signal, Larkin’s team has consistently found that community and learning engagement correlates with stronger customer outcomes, across product after product.

Equally important is what happens inside customer organizations after engagement. A recurring theme from automation practitioners is that Pathfinder gives them what they need to make the case upward — data, peer benchmarks, and POCs that translate technical progress into executive language. In an environment where every AI investment is being scrutinized, that internal credibility is as valuable as the technical skill itself. Pathfinder delivered 570,000+ training courses in FY26, a 41% year-over-year increase — a signal that customers aren’t just finding the platform; they’re coming back.

From here, the team is continuing to build on the same principle: treat the customer experience as one continuous journey, not a stack of disconnected resources. That means sharpening journey orchestration — meeting each customer exactly where they are, based on what they’ve adopted and where they’re stuck — and evolving what the programs teach, from purely technical training toward the business and governance skills customers need as agentic automation moves into production.

Automation is what makes that scalable. The team already uses Gainsight’s event APIs to auto-schedule events, let community leaders run their own sessions, and streamline registration, and Skilljar stood up custom API endpoints for them soon after signing. The through-line never changes: as Automation Anywhere’s customers push deeper into agentic automation — learning in real time, together — the unified community and training hub grows with them, so getting better at the product never means hunting for where to start.