![Two men appear on a podcast cover titled "[Un]Churned," hosted by Josh Schachter, with the Gainsight Podcast Network logo above. The dark blue backdrop with pastel lines hints at conversations on Customer Outcomes and Forward Deployed Engineers.](https://www.gainsight.com/wp-content/uploads/2026/01/Blog-Card-Template-1200-x-675-px-3-1024x576.png)
If you’ve ever wondered how companies like Intercom scale advanced AI solutions while delivering exceptional customer outcomes, the answer might lie in a unique role: the Forward Deployed Engineer (FDE). In a recent episode of [Un]Churned, host Josh Schachter sat down with Diego Ballona, Senior Director of Engineering at Intercom, to discuss this very topic.
Learn to boost digital adoption, reduce churn, and improve customer lifetime value with proven tactics.
![A promotional graphic for the [Un]Churned podcast highlights customer success best practices, featuring a smiling woman and man, with the Gainsight Podcast Network logo below them on a dark blue background. The man is wearing a green cap and glasses.](https://www.gainsight.com/wp-content/uploads/2026/01/Blog-Card-Template-1200-x-675-px-2-1024x576.png)
We’re thrilled to welcome Kristi Faltorusso back to the [Un]Churned podcast! Kristi, once a beloved co-host, has since made waves in the customer success (CS) space, and her return brought equal parts nostalgia and forward-thinking insights. From leading high-performing CS teams to influencing industry best practices in customer success, she’s consistently at the forefront of
Understand how product analytics empower SaaS teams to improve UX, retention, and growth.
Here’s what most Customer Success (CS) leaders miss: digital CS isn’t about building three separate programs. It’s about creating one seamless experience. In a recent episode of [Un]Churned—Gainsight’s podcast dedicated to the builders, leaders, and operators shaping the future of customer retention—host Josh Schachter sat down with Erica Kuhl, EVP and GM at Gainsight, for
Over the past few weeks, I have spoken with many of you regarding the security advisory involving our Connected App on Salesforce and promised a comprehensive technical explanation. This post explains what we found, what the investigation revealed, and what we’ve built in response. Our CEO, Chuck Ganapathi, recorded a video covering this topic in
Over the past few weeks, I’ve had dozens of conversations with CEOs whose products connect to Salesforce, especially AI-native and agentic companies whose workflows depend heavily on OAuth. They’re all asking the same question: “What should we be doing right now to strengthen our integration security?” We recently went through a security advisory involving our
Here’s a look back at the Customer Success (CS) content that defined the year. All year long, you gravitated toward the content that helped you scale smarter, understand AI more deeply, and keep customers at the center of your strategy. With the planning season in full swing, let’s look back at the themes that defined
When Cassie Young, General Partner at Primary Ventures, started calling customers featured in flashy AI fundraising announcements, she heard the same story nine out of 10 times: “Yeah, we tried it, but we’re not gonna use it anymore.” That reality check sparked a crucial conversation about what’s really happening with AI SaaS retention. That’s the
I’m pleased to share that Salesforce has announced that they have reestablished their connection with Gainsight, following the security measures and remediation steps we implemented and that were independently validated by Mandiant and CrowdStrike. With the issues raised in the Salesforce security advisory now resolved, we are beginning the process of restoring our customers’ connections