New tools enable digital customer collaboration, customer-centric product innovation and AI-optimized customer management
— Maksim Ovsyannikov, EVP, Products and Design, Gainsight
SAN FRANCISCO, CALIFORNIA, USA, Aug. 18, 2022 /EINPresswire.com/ — Gainsight announced a breadth of new capabilities to help companies put customers at the center of their operations, improve net revenue retention (NRR) and promote sustainable growth. The capabilities enable companies to execute digital customer collaboration, use AI to optimize their customer management, and define product roadmaps that drive customer outcomes. The announcements were made at Pulse, the company’s annual customer conference, which is being held in person and broadcast live from the Moscone Center in San Francisco.
Along with the product announcement, Gainsight also launched The Durable Growth Playbook. The playbook consists of best practices to help businesses emerge stronger during the current wave of economic turmoil hitting the tech sector.
Digital-led Customer Engagement
The capabilities announced in this category enable companies to digitally engage with their customers at scale across a breadth of resources that include community content, product documentation, succession planning, adoption trends and more. Highlights of this category include:
Nucleus: Nucleus is designed to bring together all Customer Content, product feedback/ideas, and other customer capabilities across all of Gainsight’s product lines (CS, PX, inSided) into a centralized, customer-facing hub. The capabilities within Nucleus are designed to digitally scale collaboration, education, support and efficiently drive success at all stages of the customer journey. Highlights of the skills demonstrated on stage as part of Nucleus included:
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Nucleus Spaces: Nucleus Spaces are private collaboration spaces between certain teams within a company (eg CS teams, product teams) and its customers. Highlights of the skills demonstrated on stage as part of Nucleus Spaces include:
Customer-centric product innovation
The capabilities announced in this category enable companies to bring the voice of customers and customer communities closer to product management.
Product Requirements: Gainsight leads the market with existing capabilities that enable businesses to collect product feedback from in-app communities and bots and integrate that feedback with roadmap planning tools like ProductBoard. With this release, Gainsight is extending this leadership with a new capability that makes it easy for customer success teams to submit product requests to product management teams on behalf of customers directly in Gainsight CS and track the progress of these product requirements in a structured way.
AI-Optimized Customer Management
The capabilities announced in this category enable companies to use the power of AI to optimize critical aspects of customer management at scale, drive higher adoption and minimize churn. Highlights of this category include:
Journey Optimizer: Gainsight has led the market in digital workflow automation in Customer Success with Journey Orchestrator. This year, Gainsight is doubling down on this leadership with the announcement of Journey Optimizer. Powered by Horizon AI, this capability automatically suggests what steps should be added to a customer journey.
Scorecard Optimizer: Scorecard Optimizer, which is also powered by Horizon AI, improves the accuracy of a company’s existing health score model. It makes intelligent recommendations for scorecard changes—such as different weights, new measures to include, and thresholds—to improve the accuracy and predictive power of scorecards.
Retention Optimizer: Product teams can use Retention Optimizer to deliver a better product experience that keeps more users coming back to their product. Horizon AI-enabled capability automatically identifies the most sticky features and surface possibilities to further improve user retention. With this, Gainsight customers gain new product insights without spending time trying to discover them.
“Our focus with these new capabilities is to help businesses drive efficient and sustainable growth,” said Maksim Ovsyannikov, Executive Vice President of Product and Design at Gainsight. “More than ever, businesses need to listen to their customers and engage them thoughtfully. The new capabilities continue our customer-centric innovation and help businesses meet new market demands.”
To learn more about these and all announcements made at Pulse 2022, visit the Pulse Library.
Gainsight’s innovative platform helps companies of all sizes and industries drive sustainable growth through customer-led and product-led strategies. It offers a powerful suite of customer success, product experience and community engagement solutions that together enable businesses to scale efficiently, create reach and put the customer at the center of innovation. With Gainsight, it’s never been easier to drive buy-in, increase product adoption, prevent churn, and grow with renovations and expansion. Learn how leading companies like GE Digital, SAP Concur and Box use Gainsight at www.gainsight.com.
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