Gainsight announces new capabilities that enable businesses to create efficient and sustainable growth

New tools enable digital customer collaboration, customer-centric product innovation and AI-optimized customer management

More than ever, companies need to listen to their customers and engage them thoughtfully. The new capabilities continue our customer-focused innovation and help businesses meet market demands.”

— Maksim Ovsyannikov, Vice President, Products and Design, Gainsight

SAN FRANCISCO, CALIFORNIA, USA, August 18, 2022 / — Gainsight announced a wide range of new capabilities to help companies put customers at the center of their operations, improve revenue retention net returns (NRR) and drive sustainable growth. The capabilities enable companies to execute digital collaboration with customers, 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 in-person customer conference broadcast live from the Moscone Center in San Francisco.

Along with the product announcement, Gainsight also released The Durable Growth Playbook. The handbook consists of best practices to help companies emerge stronger during the current wave of economic turbulence that has affected the technology sector.

Digitally led customer collaboration

The capabilities announced in this category enable companies to digitally engage with their customers at scale through a wide range of resources including community content, product documentation, success planning, adoption trends and far more. Highlights in this category include:

Nucleus: Nucleus is designed to bring together all customer content, product feedback/ideas, and other customer-facing capabilities from all Gainsight product lines (CS, PX, inSided) into a centralized customer-facing hub. Nucleus’ capabilities are designed to digitally scale collaboration, education, support and drive success efficiently across all stages of the customer journey. Highlights of the capabilities demonstrated on stage as part of Nucleus included:
Community Content
Product documentation
Thought leadership
AI recommends e-learning pathways

Nucleus Spaces: Nucleus Spaces are private collaboration spaces between certain teams within a company (eg CS teams, product teams) and their customers. Highlights of the capabilities demonstrated on stage as part of Nucleus Spaces include:
Adoption trends
Health trends
Plans for success
Renewal information

Customer-focused product innovation

The capabilities announced in this category enable companies to bring the voice of customers and customer communities closer to product management.

Product Requests: Gainsight leads the market with existing capabilities that allow companies to aggregate product feedback from application bots and communities and integrate with roadmap planning tools like ProductBoard. With this release, Gainsight extends that leadership with a new capability that makes it easier for customer success teams to submit product requests to product management teams on behalf of customers directly in Gainsight CS and track their progress product requests in a structured manner. .

AI-optimized customer management

The capabilities announced in this category enable companies to use the power of artificial intelligence to optimize critical aspects of customer management at scale to drive higher adoption and minimize churn. Highlights in 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 that leadership with the announcement of Journey Optimizer. Powered by Horizon AI, this capability automatically suggests which steps to add to the customer journey.

Scorecard Optimizer: Scorecard Optimizer, also powered by Horizon AI, improves the accuracy of a company’s existing health scoring 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 the 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 engaging surface features and opportunities to further improve user retention. With this, Gainsight’s customers gain new knowledge about products without spending time trying to discover them.

“Our goal 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, companies need to listen to their customers and engage them thoughtfully. The new capabilities continue our customer-centric innovation and help companies meet new market demands.”

To learn more about these and all announcements made at Pulse 2022, visit the Pulse Library.

About Gainsight
Gainsight’s innovative platform helps companies of all sizes and industries drive sustainable growth through customer- and product-led strategies. It offers a powerful set of solutions for customer success, product experience and community engagement that enable companies to scale efficiently, build alignment and put the customer at the center of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, avoid churn, and grow with renewals and expansion. Learn how leading companies like GE Digital, SAP Concur and Box use Gainsight at

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