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Customer-centric strategies to drive growth

A promotional graphic for the Gainsight Podcast Network’s “[Un]Churned” show, hosted by Josh Schachter. Showcasing mission-critical insights on customer success, it features two men with stylized vertical light bars behind them.
Blog Post • March 5, 2026

How Customer Success Becomes Mission-Critical to the Revenue Engine

NPS scores, health dashboards, adoption reports. CS teams have long used these sentiment and engagement metrics to show value. But we’ve entered an era where…

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Blog Post • March 4, 2026

Your AI Assistant Doesn’t Know Your Customers (Until Now)

AI is powerful, but without real customer context, it’s just guessing. Most AI tools can draft emails, summarize notes, or answer generic questions, but they…

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Three people sit at a table with laptops, smiling and talking together in a bright, modern office setting, discussing metrics and building a strong customer community amid plants and coffee mugs.
Blog Post • February 27, 2026

The Retention Value of Customer Community Is Hidden in the Wrong Metrics

In a world where human interaction feels increasingly rare, a strong customer community that offers opportunities for true connection can be a significant advantage. You…

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Blog Post • February 25, 2026

User Adoption: How To Build a Winning Strategy in 2026

Ever notice how some teams try new software, but only a handful of people actually use it after the first week? Real value happens when…

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A smiling man with glasses and a beard stands in a modern kitchen, wearing a yellow shirt and looking at his phone—ready to take customer success management to the next level, just like a CSM team at a $100 billion company.
Blog Post • February 19, 2026

How to Run Your Customer Success Org Like a $100B Company

“Nobody owns the customer relationship. Everybody does.” That’s how Jared Collins, Senior Director of Customer Success at Dell Technologies, put it on his episode of…

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A promotional image for the “Unchurned” podcast by Gainsight shows three Customer Success Leaders in a video call format, with the title “[Un]Churned” and "Hosted By Josh Schachter" displayed above their images.
Blog Post • February 12, 2026

What Customer Success Leaders Can Learn From Category Creators

What do category creation and Customer Success have in common? They both require a massive change in how your audience thinks about a problem. On…

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Blog Post • January 23, 2026

What Customer Success Teams Are Prioritizing In 2026 and What the Data Shows Is Working

Customer Success (CS) teams are operating in a far more demanding environment than even a few years ago. Customer bases continue to grow. Products are…

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Two men appear on a podcast cover titled "[Un]Churned," hosted by Josh Schachter, with the Gainsight Podcast Network logo above. The dark blue backdrop with pastel lines hints at conversations on Customer Outcomes and Forward Deployed Engineers.
Blog Post • January 21, 2026

How Forward Deployed Engineers Transformed Customer Outcomes for Intercom

If you’ve ever wondered how companies like Intercom scale advanced AI solutions while delivering exceptional customer outcomes, the answer might lie in a unique role:…

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Blog Post • January 19, 2026

Digital Adoption Strategies: How to Reduce Churn and Drive Growth

Learn to boost digital adoption, reduce churn, and improve customer lifetime value with proven tactics.

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A promotional graphic for the [Un]Churned podcast highlights customer success best practices, featuring a smiling woman and man, with the Gainsight Podcast Network logo below them on a dark blue background. The man is wearing a green cap and glasses.
Blog Post • January 14, 2026

The 2026 CS Survival Guide: Hire Ops, Consolidate Tools, Redefine Roles

We’re thrilled to welcome Kristi Faltorusso back to the [Un]Churned podcast! Kristi, once a beloved co-host, has since made waves in the customer success (CS)…

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Blog Post • January 9, 2026

Data-Driven Customer Success: Why and How To Implement It

Understand how product analytics empower SaaS teams to improve UX, retention, and growth.

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Blog Post • January 2, 2026

How We Accelerated a Year of Security Work in Weeks

Over the past few weeks, I have spoken with many of you regarding the security advisory involving our Connected App on Salesforce and promised a…

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Blog Post • December 23, 2025

‘What Can I Do Today?’ A CEO’s Guide to Salesforce Integration Security

Over the past few weeks, I’ve had dozens of conversations with CEOs whose products connect to Salesforce, especially AI-native and agentic companies whose workflows depend…

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Blog Post • December 18, 2025

The Content That Defined 2025: AI, Retention, and Staying Human

Here’s a look back at the Customer Success (CS) content that defined the year. All year long, you gravitated toward the content that helped you…

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Blog Post • December 18, 2025

7 Lessons on AI SaaS Retention (From Two Experts Who’ve Seen It All)

When Cassie Young, General Partner at Primary Ventures, started calling customers featured in flashy AI fundraising announcements, she heard the same story nine out of…

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Blog Post • December 10, 2025

Salesforce Re-Enables Gainsight Connections

I’m pleased to share that Salesforce has announced that they have reestablished their connection with Gainsight, following the security measures and remediation steps we implemented…

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Blog Post • December 8, 2025

Mandiant Investigation Summary

This investigation summary details the Mandiant investigation. Mandiant was engaged by Gainsight, on November 20, 2025, to investigate a suspected intrusion impacting the Gainsight platform.…

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Blog Post • December 8, 2025

CrowdStrike Investigation Summary

Update on Gainsight Ancillary Application Environments Security Investigation Investigation Overview As of December 7, 2025, CrowdStrike has completed its investigation into Gainsight application environments for…

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Blog Post • December 1, 2025

Business Continuity Support During Our Security Advisory Investigation

🚩 Read the Completed Investigation Summaries from Mandiant and CrowdStrike. [December 8, 2025] Last week, I shared an update on the Salesforce security advisory related…

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Blog Post • November 25, 2025

Supporting Our Customers and Community: An Update on the Recent Security Advisory Related to Gainsight

🚩 Read the Completed Investigation Summaries from Mandiant and CrowdStrike. [December 8, 2025] 🚩 Click to Read An Important Update: Business Continuity Support [December 1,…

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Blog Post • November 13, 2025

Inside Cloudbeds’ AI Transformation: How to Redesign Your CS Org for What Comes Next

If your Customer Success (CS) team feels stretched thin, you’re not alone. Many CS leaders are being asked to do more with less, often buried…

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A speaker stands on stage at Pulse Europe 2025, in front of a large screen displaying a graph and the message, “Treat every customer like your best,” setting the tone for Retention as a Service. The audience watches intently in a dark auditorium.
Blog Post • November 12, 2025

Pulse Europe 2025 Day One Recap: Building the Future of Retention as a Service

🌈 Today was one fine day in the Emerald Isle. Pulse Europe 2025 is underway in Dublin and the Day One energy was nothing short…

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Blog Post • November 6, 2025

How to Navigate AI Adoption: A Four-Phase Framework for Revenue Teams

On a recent episode of [Un]Churned, Gainsight’s podcast about Customer Success, revenue operations, and emerging technology, host Josh Schachter sat down with Mark Roberge to…

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Blog Post • November 5, 2025

What We Owe Each Other in the Age of AI

There’s a question that should guide every AI decision today. It’s not about model accuracy, deployment speed, or any of the technical metrics. It’s simpler…

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Blog Post • November 4, 2025

Announcing the 2025 Pulse Europe GameChangers Who Have Changed the Game ‘For Good’

Set against a Wicked-themed backdrop, this year we celebrate the following 2025 Pulse Europe GameChangers who have changed the game for the better and raised…

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Blog Post • October 31, 2025

Introducing Moderation AI Agent: Powering Scalable, Inclusive Customer Communities

Gainsight is all-in on AI, and it’s transforming how we think about Customer Communities (CC). Our new Moderation AI Agent in Gainsight CC and other…

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Blog Post • October 29, 2025

How AI Agents and Unified Platforms Are Transforming Revenue Growth

Let’s talk about the elephant in every Customer Success (CS) Zoom room: 100% of leaders in the function are now tied to revenue. Not “sort…

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Blog Post • October 27, 2025

What I Heard at Our CxO Summit: Pragmatism Is Back

Gainsight’s CxO Summit is a rare forum where Chief Customer Officers (CCOs) and Chief Experience Officers (CXOs) drop the slides and speak plainly about what’s…

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Blog Post • October 27, 2025

Community Gamification: A Step-by-Step Implementation Guide

Most online communities are quieter than you’d expect—until the right spark brings everyone to life. What if you could turn everyday actions into a game,…

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Blog Post • October 22, 2025

Customer Success Team Structure: The Ultimate Guide

Create a scalable customer success team structure with clear roles and data-driven strategies for growth.

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Blog Post • October 20, 2025

Pulse Europe 2025: Where the End-to-End Customer Journey Comes Alive

Customer Success (CS) doesn’t stop when the deal closes and neither does Pulse. This year, we’re bringing the entire post-sales journey to center stage at…

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Blog Post • October 13, 2025

What Gainsight and Xactly’s CROs Had to Say About Owning Customer Success

Since the first Chief Revenue Officers (CROs) started to emerge in the early 2000s as companies brought together revenue functions, the job description centered almost…

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Blog Post • October 3, 2025

From Vibe Coding to Production: How We Built a Gamified Podcast Promotion App

Last Friday night, I had one of those ideas that hits right before you should probably go to bed: what if we turned [Un]Churned podcast…

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Blog Post • September 26, 2025

How Disqo’s AI Hackathon Transformed the Company’s Culture and Results 

If you’re searching for the number-one podcast for actionable insights into customer retention, look no further than Gainsight’s [Un]Churned. Hosted by Josh Schachter, SVP and…

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Blog Post • September 24, 2025

Become an AI Leader at Gainsight’s Agentic Connect

Coming to a city near you! Gainsight’s latest event series, Agentic Connect, teaches participants how to apply agentic workflows to Customer Success (CS), while connecting…

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Blog Post • September 19, 2025

How LeeRon Yahalomi Scaled CS at Aligned With the Power of Agentic AI

If you’re not already tuning in to [Un]Churned, the number-one podcast for insights on customer retention and success, hosted by Josh Schachter, SVP and GM…

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