Companies that want a true competitive advantage in their marketplace must make their customer experiences a priority—but to do this correctly, you need data science. The customer today has more... read more →
It wouldn't be a blog about Information Technology without posting this clip from "The IT Crowd," but those of us actually in the IT business know that this hasn't been the... read more →
It’s been quite a year but we’re on the home stretch, folks. Before you say, “thank u, next” to 2018, check out Gainsight's top blog posts, webinars, and resources of... read more →
It's a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn't a passing fad. It was starting to... read more →
It’s been three weeks since we acquired Aptrinsic, and we’re just now getting our heads above the waves of conversations and opportunities that the announcement spurred. One question that surfaced... read more →
Roses are red. Violets are blue. NPS is a leading indicator for retention—except it's just not true. It's often taken for granted (even among long-time Customer Experience (CX) professionals) that... read more →
If I had to make a list of the things that preoccupy my thoughts, I think Executive Business Reviews (EBRs) would probably come in fourth, behind my family, my company,... read more →
I am proud to have been on the Mergers & Acquisitions (M&A) team that helped bring Aptrinsic to Gainsight. The acquisition serves a need that we heard loud and clear... read more →
I’m reading this fabulous book right now that is perfect for anyone making important decisions—The Book of Why. The author, Judea Pearl, subtitled the work as “The New Science of... read more →
It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the silent killer. Churn. Churn is... read more →