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 the bar for customer-focused innovation.
From community builders to AI visionaries, these teams have shown what it means to change for good. Here’s a look at our wickedly talented 2025 winners we’re announcing on stage at Pulse Europe the week of November 12th.
- The Architect: Ideagen
- The Challenger: Entrust
- The Dream Team: Mimecast
- The Transformational Leader: SAP
- The Visionary: Xceptor
- The Golden Skillet: AMCS Group
The Architect Award Winner: Ideagen
The Architect award recognizes a team that has gone above and beyond to build and cultivate a best-in-class customer community experience. Creating a thriving customer community doesn’t happen high up in an emerald silo, behind closed curtains. It’s a strategic effort that requires collaboration and innovation.
Ideagen provides governance, risk, and compliance software that helps highly regulated industries simplify complexity and engage users at scale. They set out to create a vibrant community to help customers find answers, build expertise, and connect with others. With the help of Gainsight, their community, Luminate, took flight. They focused on integrating their community outcomes with business processes, investing in analytics, and intuitive engagement cycles.
Since its launch, Ideagen Luminate has driven a 139% year-over-year increase in customer engagement and significantly improved support experiences. By making it easier for customers to find answers through intuitive self-service, Luminate has reduced wait times and empowered users to resolve issues faster and more independently. It has become a cornerstone in transforming the customer experience and enabling scalable, proactive success.
The Challenger Award Winner: Entrust
The Challenger award recognizes an organization that has not only weathered unforeseen challenges but has emerged stronger, showcasing an unwavering commitment to the success of their people, customers, and community.
Entrust (formerly Onfido) is a global leader in trusted identity, payment, and data protection solutions that help organizations build and maintain digital trust at scale. Like a familiar green heroine, their journey didn’t begin with a grand strategy; it began with a crisis. As they continued to evolve alongside a growing customer base and expanding technology portfolio, their Customer Success team became stretched thin, leaving customers and CSMs feeling the strain.
Entrust’s Identity Security team implemented a two-part strategy: transform from a reactive model to a proactive, scalable one by creating a dedicated Customer Success Scale team and empowering them with Gainsight to deploy a single, powerful digital journey. This transformation led to 100% customer coverage, 6.9% increase in renewal rates, 38 days of time savings for CSMs annually, and $300k in upsells per quarter, identified by the Customer Success Scale team.
The Dream Team Award Winner: Mimecast
The Dream Team award recognizes teams that have demonstrated outstanding performance and achievement in driving customer success.
Mimecast is a global cybersecurity leader redefining how organizations secure human risk. Integrating cutting-edge technology with human-centric pathways, their platform provides enhanced visibility and strategic insight to protect global organizations from threats.
Their CS organisation previously worked between different systems, making it difficult to get a full picture of their customers. After implementing Gainsight, they were able to match the CS platform capabilities with their redefined processes. Not just clicking their heels but digging them in and working collaboratively to create a unified customer approach.
They grew their automations by 67% in Gainsight and developed scalable CS processes. This resulted in improvements with their CS metrics, highlighted by an 8% point increase in NPS, 147% increase in CSAT responses, and 112% increase in Leader survey responses
Mimecast proved that when talent, trust, and vision align, there’s no place like success.
The Transformational Leader Award Winner: SAP
The Transformational Leader award honors individuals who have driven transformative change within their organization by elevating customer success and product experience as strategic priorities.
SAP is a global enterprise-software leader, helping organizations digitize and integrate business processes across every major industry. As SAP continued to scale globally, it faced the monumental task of aligning thousands of teams, customers, and processes around a shared view of Customer Success. They made this a company-wide priority and with Gainsight as the engine, they rolled out an implementation with unprecedented speed and scale.
They’ve already seen measurable impact, providing company-wide customer visibility and establishing a data-driven foundation for long-term success. SAP’s vision and leadership have set a new benchmark for what large-scale transformation can achieve—proving that a motivated organization can evolve, innovate, and, yes, defy gravity.
The Visionary: Xceptor
The Visionary award recognizes an organization that has blazed a trail of innovation by harnessing the power of AI to redefine customer success.
Xceptor’s data automation platform helps financial institutions transform how they manage and analyze complex data. Before their transformation, the Client Success team was operating without a centralized system. Data lived across multiple platforms, leaving teams without the visibility they needed or a reliable way to track renewals or monitor client health. This created blind spots in performance and strategic alignment, making it difficult to scale and prioritize effectively across the organization.
By unifying their operations in Gainsight and embracing AI tools like Customer 360, Staircase AI, and CoPilot, Xceptor has transformed how they understand and engage with customers. Automation replaced manual work, reporting insights are now done in real-time, and Staircase AI flags risks and opportunities before they surface, empowering CSMs to proactively act with precision and foresight.
With Gainsight, Xceptor’s CS team is operating with greater efficiency, consistency, and strategic focus–and this has shown in the results. NPS rose from 35 to 41 (2024 – 2025), client engagement has tripled, exceeding GRR by 1.3%, and the team generated £4.1M in Customer Success Qualified Leads in FY25.
The Golden Skillet: AMCS Group
The Golden Skillet Awards celebrate outstanding customer education programs that leverage Skilljar by Gainsight to foster innovation, deliver tangible business results, and provide exceptional learning experiences. These teams use education to spark innovation and help every customer believe they can fly.
AMCS Group is the global leader in Performance Sustainability, enabling companies and resource-intensive industries to sustain their businesses while demonstrating environmental and social responsibility. As they set out to transform their customer education approach, they faced two challenges: rebuilding trust in their platform and lacking a formal mechanism to measure the impact of their training. To tackle these challenges, they overhauled their content creation approach, focusing on strategically curated, high-quality training materials. Meanwhile, managers were encouraged to promote content internally and content was curated into learning paths organized by role, department, and product line.
After two years, they established 15 product certifications that customers can use as a measure of readiness for product implementation. Through these efforts, they’ve achieved a drop in support requests from 5+ per week to 1-3 per month, an increase in return customers by 221%, and returning employees by 124%.
Congratulations to Our 2025 GameChangers
As the curtain closes on our GameChangers wrap up, we welcome you to join us in a standing ovation. These companies have shown that they don’t just follow the yellow brick road; they pave new ones.
For more inspiration on how customer-focused companies are turning bold ideas into lasting impact, check out our customer stories.
