In our 2023 Customer Success Index report, we found that nearly every company (98%) is maintaining or increasing their investment in Customer Success (CS)—and many are using Customer Success Platforms (CSP) to do so. CSPs as standalone systems provide companies of all shapes and sizes with the insights and levers... read more →

Steve Jobs once said, "You've got to start with the customer experience and work back toward the technology, not the other way around."  Jeff Bezos echoed that sentiment: "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make... read more →

What Are Customer Experience Metrics? Customer experience metrics are key performance indicators that measure the quality of interactions between a business and its customers. They assess aspects such as satisfaction, loyalty, and overall engagement, providing insight into the effectiveness of customer service and product offerings. These metrics are crucial for... read more →

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my software…but we’re busy, and hiring people is expensive. Can’t we just go digital and have AI do the training for me?” Yes, we're going digital,... read more →

Buying criteria for B2B companies have shifted dramatically in recent years. In fact, according to G2’s 2024 Buyer Behavior Report, buyers prioritize ease of use, ease of implementation, fast ROI, and scalability ahead of cost, features, and even security. These findings will lead many Go-to-Market (GTM) teams to adjust sales,... read more →

From tech news to dinner table chats, artificial intelligence is everywhere. And it's no wonder—AI is revolutionizing how we work and live faster than any tech before it. At our core, we at Gainsight champion a Human-First AI approach. We're creating AI systems that work with you, enhancing your work... read more →

Thousands of customer education, customer success, community, and product pros shuffled through the doors of St. Louis’ America's Center for two unforgettable days filled with learning, networking…and puppies.  This year’s Pulse also featured a first—a... read more →

If you’re looking to turn your Customer Success (CS) team into a proactive, scalable, revenue-generating machine, then don't sleep on Hubspot's new podcast, This is Growth. Hosted by Daphne Costa Lopes, Director of CS, Hubspot, This is Growth helps SaaS businesses scale using customer-led growth strategies. The most recent episode... read more →

Innovations in SaaS don’t just change how we do our work. They change the work we do, and the impact we have. Gainsight revolutionized how companies thought about their relationship with customers, their community, and their revenue models. And now, with our Human-First AI approach built into our Gainsight AI... read more →

CxO EMEA left us buzzing with insights and innovative ideas from some of Europe's top Customer Success (CS) leaders. For 2.5 days, 60 Customer Success executives from the region delved into the future of CS, exploring the transformative power of AI, the nuances of community building, and the alignment of... read more →