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How to Scale Onboarding Through Journey Orchestration

Speakers: Simi Kacker & Nancy Bray

Session Abstract

Workday’s Customer Success Enablement team had been building a tech-touch program that scales CS and increases product adoption in Gainsight. Then Covid happened. On the fly, the team rapidly redeployed their tech touch journey to streamline customer communications, reduce email and webinar fatigue, remove outdated technologies, and simplify asks on our CSMs. Walk away with a blueprint for building your tech touch program that will provide value today and be flexible for the uncertainties of tomorrow.

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