The evolution of customer success (CS) has been astonishing to see. What started as an extension of support turned into a strategic partnership with customers. Today’s CS teams function more like revenue drivers for organizations around the world. During the first decade, changes happened naturally within CS teams. But in the last few years, with

Every year at Pulse, we recognize industry leaders who have made significant contributions to the fields of customer success (CS), customer education, product experience, community, and beyond—driving innovation and transforming the way businesses engage with their customers. Without further ado, put your hands together for this year’s Pulse 2025 GameChanger Award Winners, who have truly

Pulse 2025 kicked off today in Las Vegas and was nothing short of magical—and we mean that in every sense of the word. Inspired by the beloved musical Wicked, Gainsight’s keynote wove together a tapestry of innovation, humor, and cutting-edge AI technology. While we didn’t quite summon Glinda the Good Witch or send Elphaba soaring

Everything in life is better when it’s shared. Our favorite activities are made better by the people who participate in them with us. It makes sense, then, that the community around products and services can make a significant impact on retention and usage. If there is always someone available to help us troubleshoot or collaborate

Long-term, sustainable growth requires a thriving customer base. Beyond upsells and expansion opportunities, existing customers build the foundation of the community that surrounds each company. A strong community can help foster relationships, drive feature adoption, and act as references for potential customers. In other words, an active, engaged community is critical for growth. The problem

If your AI strategy starts and ends with drafting emails, then you’re not alone. While AI continues to make headlines, it’s still shrouded in mystery. And as a customer success (CS) leader, if you don’t understand the differences under the hood, then you’re leaving insights, productivity, and revenue on the table. Many CS leaders hear

As a customer success (CS) leader, you don’t need to tell your Chief Revenue Officer (CRO) that CS supports customers; they already know that. What you need to do is prove the business impact of CS. However, speaking purely in terms of retention, adoption, and relationships won’t cut it. You need to show that the

Adopting new solutions involves more than sitting through a few training modules—and this is particularly true for Customer Success (CS). In fact, much of the work to make the switch successful happens before companies even sign a contract. CS teams need to evaluate their needs, prepare their employees, and figure out their goals once the

Successful executives aren’t made overnight. They earn those positions by knowing how to connect to customers, build relationships, and drive results for their organization. But as responsibilities grow, the time to do that work gets squeezed. That’s where using AI like an Executive Assistant (EA) comes in. It gives execs back the bandwidth to stay

Today’s executives are experiencing an incredible amount of decision fatigue. In fact, according to Forbes, 7 out of 10 executives say burnout is negatively affecting their ability to make thoughtful, proactive decisions. Two factors contribute to the sense of overwhelm. First, the customer experience is more complex than ever. Second, the availability of data has