There’s no single blueprint for building what’s next in retention, and this year’s GameChanger winners prove it. Across EMEA and APAC, teams are rethinking how they fight churn, accelerate adoption, scale customer engagement, and put AI to work. This year’s GameChanger Award winners have each solved a different challenge and raised the bar for what
The adventure continues! Pulse Europe, Gainsight’s flagship European conference, took to the stage this week to explore what’s next for Customer Success and retention. Over two action-packed days, 600+ retention-obsessed professionals came together at The Brewery in London, England, to challenge old assumptions, discover what’s possible with agentic AI, and reimagine how businesses deliver lasting
Here in London, they know a thing or two about team sports. Even the best striker needs a great team behind them. And when it comes to customer retention, there’s a new player on the pitch: AI agents. At Pulse US in May 2026, we announced that Gainsight was moving beyond selling software to taking
When your friend texts you saying they got the ballot for Oasis Live ‘27 tickets, you get the floor seats. When Gainsight announces that Pulse Europe 2026 is back in London on 19-20 October, it’s just as much of a no-brainer. Call it the era of comebacks. After four years, the flagship event for retention-obsessed
Customer Experience SaaS: Components, Metrics, and AI SaaS customer experience is shaped by more than one team. Product influences how easily customers reach value. Support handles problems. Customer Success (CS) manages adoption and risk. Education and community help customers learn and find answers on their own. Problems often appear when those teams do not work
Discover why community platform migration is a strategy project, not a procurement decision.
Learn what ticket deflection is, how to measure it, and what a good rate looks like.
Customer education for SaaS companies should do more than track course completions. It should help customers reach value faster. It should also give Customer Success (CS) teams useful signals about adoption, risk, and expansion. The problem is that learning data often lives in a separate system. A customer may finish a course or earn a
Learn the key differences in GRR vs. NRR, plus formulas, benchmarks, and what the gap reveals.
The community platform space has matured a lot in the past few years, and a number of teams running long-standing platforms like Khoros are taking the opportunity to re-evaluate. It’s a reasonable instinct: there are a ton of enterprise-grade alternatives to Khoros nowadays that offer use cases like onboarding, peer support, advocacy, and customer-led growth.