New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation.
Pulse, Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. But, it’s not just a place to think about the big ideas. It’s also a place to hear about the products that Gainsight is developing to help organizations execute these strategies. Today, we announced a number of capabilities that focus on digital-led, durable growth.
If you missed the announcement, or just want to learn more about what is coming to Gainsight’s customers, let’s dive into the details!
Durable growth starts with digital-led collaboration
The ability to scale efforts is at the heart of any efficient growth strategy. The ways your customers engage with your product, the customer success strategies you implement, and how you share information across the organization are all more efficient when they are led by digital efforts. It also means documentation can get unorganized quickly.
Enter Gainsight Nucleus.
Nucleus is designed to bring together all Customer Content, product feedback/ideation, and other customer-facing capabilities across all of Gainsight’s product lines (CS, PX, inSided) into a centralized customer-facing hub. The capabilities within Nucleus are designed to digitally scale collaboration, education, support, and efficiently drive success across all stages of the customer journey. Highlights of capabilities that were demonstrated on stage as part of Nucleus included:
- Community content
- Product documentation
- Thought leadership
- A.I. recommended e-learning paths
In addition to these core capabilities, Maksim Ovsyannikov, Executive Vice President of Products and Design at Gainsight, unveiled Nucleus Spaces. These are private collaboration spaces between anyone at your company and the customer. It’s a place to provide important updates, demonstrate the impact of your product on their goals, and communicate directly. Insights that could be shared directly via Nucleus Spaces include:
- Adoption trends
- Health trends
- Success Plans
- Renewal information
Your number one goal across your customer journey is to make your customer extremely happy. The goal remains the same even if the external factors change. – Maksim Ovsyannikov, Executive Vice President of Products and Design at Gainsight
AI optimizes customer relationships
Gainsight also revealed exciting new features powered by Horizon AI. These new capabilities enable organizations to use the power of AI to optimize the critical moments of a customer’s journey to drive higher adoption, minimize churn, and scale. In short, these releases mean higher Net Revenue Retention for your company.
- Scorecard Optimizer: Scorecard Optimizer, which is also powered by Horizon AI, enables companies to more easily and effectively manage their health score model. It makes intelligent recommendations for scorecard changes – such as different weightings, new measures to include, and thresholds – to improve the accuracy and predictive power of scorecards.
- Journey Optimizer: Gainsight has led the market in the realm of digital engagement and workflow automation in Customer Success with Journey Orchestrator. This year, Gainsight is doubling down on this leadership with the announcement of Journey Optimizer. Powered by Horizon AI, this feature deeply understands your customers to automatically create an optimal engagement experience for each person throughout the customer journey, helping teams scale customer engagement more efficiently.
- Retention Optimizer: Product teams can use Retention Optimizer to provide a better product experience that keeps more users coming back to their product. The Horizon AI-enabled capability automatically identifies the stickiest features and surfaces opportunities to further improve user retention. With this, Gainsight customers gain new product insights without spending time trying to discover them.
We know that visibility into customer health is absolutely necessary for durable growth. Christine Friscic, Director, Product Marketing at Gainsight
A focus on collaborative design
One of our favorite moments on stage, and one that put the spotlight on our Unstoppable Together theme, was when Ophir Sweiry, Head of Product Design at Gainsight, talked about the ways that Gainsight’s product design team is putting the customers first to create thoughtful designs that benefit not only your customers but also your admins.
As Sweiry put it, “We want to give the same user experience to admins as the end users.” He described the way the Product Design team regularly collaborates with Gainsight’s CS team to understand which updates would make the biggest impact, which will make it easier to contextualize the data, and implement the durable growth strategies our customers need. The result is pixel perfect designs that prove Gainsight’s commitment to being human-first.
You can design your product for customer success. Ophir Sweiry, Head of Product Design at Gainsight
Find out more with a Gainsight demo
If you’d like to see how all of these features can help you build a more efficient organization and build durable growth, schedule a demo with our team. We’d be happy to show you what’s possible!