3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community Image

3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community

Can you believe it’s been two weeks since Pulse Everywhere happened?  Last year at my first Pulse, I was blown away by the passion of the 5,500 customer success and product professionals who descended on Moscone for the in-person event. It seems ironic now that I’d wondered if there were no barriers to attend (time, travel, budget), how many people carry the same level of passion and want to be a part of this incredible community? Sometimes a hypothetical is just a hypothetical. But in this case, we got an answer in 27 sessions, 44 networking groups, 4 keynotes, 22,000 registrations, and thousands of more streams that will happen after the fact. While the circumstances were unprecedented, the way you came together was and is extraordinary. This level of engagement also puts one of the innovations announced in our Pulse Product Keynote into focus in a whole new way: Sightline Vault, part of Gainsight’s unique approach to an ecosystem, harnesses this one-of-a-kind community. Think, a robust integrated partner ecosystem plus an open-source exchange for your best practices—like a GitHub for customer success.  And the more I learn about the cross-functional, totally customer-obsessed individuals in our orbit, the more I realize: […]

4 min readMay 26, 2020
4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale Image

4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale

At Pulse Everywhere, we launched the all-new Gainsight Horizon Experience—Gainsight’s new User Experience powered by a simple, intuitive, and beautiful design system and a set of UI components to serve as the building blocks. This new experience is already available in our CX Center, Revenue Center, Sightline Vault, and Gainsight mobile, and we’ll be rolling it out to the rest of Gainsight NXT and parts of Salesforce edition in the months to come. You can see a recap of our announcement here, along with the rest of our Pulse Everywhere keynotes. This may be the first you’re hearing of Horizon Experience, but we’ve been thinking about this for a long time. In fact, we tripled the size of our design team over the last year to make sure we can not only build, but maintain a world-class product experience as we continue to grow. Take a look below to see some of the approaches we took as we set out on this journey.  1. Set Clear Goals When we set out to create the Horizon Experience, we began by aligning on our primary objectives for the initiative. In our case, we aimed to do the following: Increase Customer Effort Score: […]

6 min readMay 21, 2020

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Announcing the 2020 GameChanger Award Winners Image

Announcing the 2020 GameChanger Award Winners

DRUM ROLL PLEASE…AND THE 2020 GAMECHANGER AWARD WINNERS ARE…  First and foremost, for everyone who joined us online last week for the absolutely unprecedented Pulse Everywhere. We were completely blown away not only by the attendance but of the engagement and palpable energy that came to life in this virtual experience. While we didn’t have 22,000  people in one room together – we all came together.  If you watched Nick’s Keynote, you heard him talk about coming together and being stronger together as a community. That’s what our GameChanger Community is all about—creating success for all Gainsight customers. Collectively we can inspire and push each other to new heights, learn and grow together, and connect from anywhere. The dictionary definition of a GameChanger is an event, idea, or procedure that effects a significant shift in the current manner of doing or thinking about something. Being a Gainsight customer by our definition means you are a GameChanger. It’s been a remarkable year, to say the least, and we have been in awe to see how our customers have switched up familiar landscapes and shifted the status quo way things have always been done and thought about.  We are honored that our […]

8 min readMay 20, 2020
In-App Engagement Kit Image

In-App Engagement Kit

The complete kit for anyone who wants to supercharge adoption and onboarding in their product. In-app engagements, those outreaches that happen within your product, are ideal for getting the right information to the right users. But, send out too many and they’ll hurt your product experience more than they help. This In-App Engagement Kit has everything you need to create a complete in-app engagement strategy. Inside the kit, you’ll find: The Guide to In-App Engagements: Covers the basics and provides steps to set up a governance plan that will keep users safe from the dreaded “in-app engagement fatigue.” The TRUSt Framework for In-App Engagements: A handy reference to keep everyone aligned on how to use in-app engagements. Request Form Template: An example form to ensure that requests from other departments come with all the necessary information you need to prioritize, create, and launch them. Copy Templates: Easily create eight of the most-used types of engagements with these helpful templates. Tracking Template: Use this spreadsheet template to organize, track, and measure the results of your in-app engagements. Start sending unlimited in-app engagements today! Free for 90 days. For a limited time, you can use Gainsight PX, free for 30 days, to […]

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3 Big Lessons We Learned Creating Pulse Everywhere 2020 For 22,000 People Image

3 Big Lessons We Learned Creating Pulse Everywhere 2020 For 22,000 People

How We Turned a Beloved 5,000 Person Tech Conference Into an Epic 22,000 Online Experience in 45 Days That’s a wrap on #PulseEverywhere 2020. Just nine short weeks after deciding to transform the much-loved Pulse event into an online experience, we hosted over 22,000 Customer Success and Product professionals from 50+ states/countries. Over 25 companies shared best practices and learnings across four keynotes, 27 sessions, and 40+ networking groups. 22 amazing partners and sponsors manned their virtual booths and engaged with our guests. Here’s a little of what we learned along the way. 1. Values Drive Value I’m unashamedly borrowing this from our friends at Salesforce, Values Drives Value. We leaned heavily on our Gainsight values to make Pulse Everywhere authentic to the Pulse Community and Gainsight, which added value in so many ways: Golden Rule: Think back to the end of February or the beginning of March. We read about the constant cancellation of big events. I was obviously worried about the impact COVID-19 had on the broad community, but honestly, I dreaded the potential hole in my budget if we had to cancel Pulse three months prior. Our amazing team applied the Golden Rule to each of their […]

10 min readMay 18, 2020
Product Planning in the Age of COVID-19 Image

Product Planning in the Age of COVID-19

PMs have a difficult job navigating the delicate balance of customer feedback, engineering resources, sales requests, and product innovation. In times like now when people are more dependent than ever on products, that balance becomes even more precarious. Watch for a lively discussion with Jeetu Patel, Chief Product Officer at Box, Allison Fortman, Product Management Director at Trimble and Mike Berger, VP of Product Marketing at Gainsight to uncover the unique requirements for product planning during COVID-19. In this webinar, you will learn more about the specific principles of product development at Box and Trimble and what new processes they are putting into place to lead their teams during this pandemic. If you lead a product team, you won’t want to miss these insights into shifting to the cloud quickly (for Trimble), creating user delight, managing remote teams, and the new financial implications all of this entails. In this webinar you will learn: The Box 7 product principles How to migrate to the cloud  Data-driven product decision making GTM and engineering challenges during COVID-19 And more!

2673 registered
Pulse Everywhere: Themes And Takeaways From Day 2 Image

Pulse Everywhere: Themes And Takeaways From Day 2

Wow! What a record-breaking Pulse Everywhere! Over 22,000 registrations across two days, over 25 companies presenting, and over 50 states/countries logged on live. We couldn’t have done it without you—our Pulse community. We know that, like us, most of you are in fuller houses right now, so we decided to enjoy a spoof of our old favorite—Full House. After all, most of us are in full houses right now. Be sure to catch the reply of our Gainsight Full House here if you missed it and if you missed day 1, our recap is here.  Our CEO, Nick Mehta, kicked off day 2 with an opening keynote featuring Mapbox, VTS Intellishift, Adobe, PTC, and Docusign. These game-changing speakers shed light on how they are using Gainsight to structure their Customer Success organizations, use data to drive processes, solve customer problems, and deliver results for their customers. Lorna Henri at Mapbox shared how responsive clients were to a simple act of kindness through an automated, personalized Gainsight powered email. PTC talked us through customer success transformation as a marathon to win the race against churn. Kristi Faltorusso, a four-time Gainsight customer, put it simply, Gainsight equals problems solved with health scores, […]

8 min readMay 14, 2020
The Gainsight Horizon Experience: Simple, Intuitive, and Beautiful Image

The Gainsight Horizon Experience: Simple, Intuitive, and Beautiful

We are extremely excited to have announced the Gainsight Horizon Experience at Pulse Everywhere. Our goal is to deliver a product experience that is simple, intuitive, and beautiful, without sacrificing any of the power you need and expect from Gainsight. These values – simple, intuitive, and beautiful are not just buzzwords. They drive every idea, component, and screen we deliver – so much so that I guarantee every member of the design team is having dreams (or nightmares) about them these days 😉 Let’s take a closer look at what these mean and how you can apply them to your own work. Simple “Feedback is a gift” Ah yes, the old mantra we know and love; and is especially prevalent when working on a design. We source feedback on new concepts, designs in progress, and have already delivered work through various sources including in-app feedback, usability testing, and the usage data we capture in Gainsight PX. A lot of our survey feedback indicated that our users struggled to find things across Gainsight. They mentioned a lot of trial and error, navigating through many pages, and ultimately getting lost in our product. When we began the reimagination of Cockpit, we took […]

8 min readMay 14, 2020
Pulse Everywhere: Themes And Takeaways From Day 1 Image

Pulse Everywhere: Themes And Takeaways From Day 1

Today we wrapped the first day of Pulse Everywhere, our reimagined Pulse. We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. This year we watched Pulse come full circle. Last year, at Moscone Center, we hung ‘Welcome Home’ signs to greet all of you. Today, thousands of you welcomed us into your home and we are so excited to learn and grow with our Pulse community.  So much happened on day 1! Nick Mehta, our CEO, kicked off with the key themes you will hear across all the tracks from leaders at Splunk, Adobe, IBM, and more! We want to ensure you leave Pulse Everywhere with three feelings: 1) inspired 2) informed and 3) invigorated. The 6 key messages that you will hear weaved throughout Pulse Everywhere are the main questions we know to be top of mind for Customer Success and Product Leaders everywhere. Churn is top of mind, especially in these uncertain times Efficiency and how to do more with less Visibility to gain a common view of the customer How to find pockets of […]

9 min readMay 13, 2020
Pulse Everywhere: The Biggest Product Announcements Ever From Gainsight Image

Pulse Everywhere: The Biggest Product Announcements Ever From Gainsight

Product innovation – it is something that is most certainly at the tip of the tongue of every product executive. Most strive for it, build roadmaps around it, and even sell it to prospective buyers.  There are different paths towards product innovation. Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. This year’s Pulse, our annual conference, now Pulse Everywhere in 2020 due to the current pandemic, is our incredible chance to share with the world our continued path towards the most meaningful innovation in our industry.  For us, the pillars are always very clear. One, we love our customers and dedicate a large percentage of our roadmap towards helping them achieve more with Gainsight. We listen to the voice of the customer and it translates to many of our new products. Two, we also have a vision to expand our offering and to make it even more competitive not just for the “now,” but also for the future. Vision and voice of the customer have made us the leader among customer success software vendors. And this year we […]

7 min readMay 13, 2020
Pulse Everywhere: 21,000 People Together At My Home Image

Pulse Everywhere: 21,000 People Together At My Home

Look around you. What do you see? I see a guest bedroom. I see a desk crammed in the corner. I see a webcam. I see a screen that’s gotten pretty old. And occasionally, I see a kid come running in. That’s it. There are no colleagues around to brainstorm whenever I have an idea. No high-fives to give when the company hits a milestone. No office chatter about last night’s game or the funny things people’s kids say. While we do some of this virtually, we all know it’s not the same. As human beings, we need social connections. So it’s ok if you, like me, feel a little bit lonely. Pulse 2019: Welcome Home Let’s rewind a year to May 2019. Okay – maybe that feels like a century ago. That month, Gainsight proudly held our seventh annual Pulse conference. For the first time, we were at the legendary Moscone Center in San Francisco. Above the lobby, we greeted our guests with a “Welcome Home” sign. The message was that for Customer Success and Product Experience professionals, work can feel kind of lonely in the office. At Pulse, we feel like we fit in. We’re finally with people […]

2 sharesMay 13, 2020