Customer Success at scale requires the use of fully-automated and semi-automated digital engagement. With Tech Touch, Gainsight deploys best practice strategies to drive adoption, retention, expansion, and advocacy across your entire customer base.

The Tech Touch Element has been removed from the Periodic Table of Customer Success Elements. We’re constantly re-evaluating the elements based on industry feedback. Click here to learn more about our decision.

Automate customer journeys

Trigger timely and relevant client interactions based on customer data and behaviors, from welcome emails, to new product release notifications, to featured content and more.

Journey Orchestrator

Upsell and cross-sell at scale

Use data to automatically trigger personalized outreaches to drive expansion.


Mobilize your long-tail of advocates

Set automatic invitations to ask successful customers if they want to participate in advocate programs such as testimonials, online reviews, or case studies.


Deliver a hybrid model

Scale your Customer Success program by planning and executing customer journeys that combine automated engagement with in-person interactions triggered at exactly the right time.


Key Performance Indicators

  • Drive retention, advocacy, expansion, and efficiency at scale by effectively automating best practices used within higher-touch accounts

Dell Boomi Engages Long-Tail Customers with a Human Touch

Dell Boomi used the Gainsight Elements framework to advance their Customer Success Maturity from Insights & Actions to Outcomes. This case study focuses on Dell Boomi’s adoption of the Tech Touch Element, which was taken from Gainsight’s prescriptive approach and customized to address the specific needs of the company.

  • By using Gainsight, I've been able to take our team which was traditionally very reactive and turn them into a team that's proactive.
    Roelf Kuitse, Manager, Customer Success Organization at Imprivata
  • We've seen double digit increases in renewal rates and expansion rates when we've applied Customer Success. Gainsight has been a key lever to drive those business outcomes for Cisco.
    Ed Daly, Global Customer Success at Cisco
  • We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
    Paul Liebman, Head of Global Customer Success at Eventbrite

See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!

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