Hey Everyone! I cannot wait to get to SF for Pulse and I am especially excited to be participating in this CSM-led track! 
Often times when we discuss Customer Experience (CX) and Outcomes (CO) here at Gainsight, we’re speaking about measuring CO with our DEAR framework and the correlations with Net Revenue Retention
We might also talk about measuring CX with NPS or ‘closing the loop.’ All very important- but we’re only scratching the surface, missing out on an important discussion around how inspiring orienting our work around CO and CX can be! 🤩
For my session, I wanted to dig into how we can use the CX + CO framework to add context and purpose to the entire breadth of work that a CSM does (What’s-in-it-for-CSM, so to speak).
In my track, we’ll cover
- How gathering outcomes at all levels of the business and numerous points in the customer journey makes for easier renewals and drives expansion
- Why prioritizing a Human-First approach is crucial for excellent CX
- How the Gainsight PX CS Team does Digital-Led CX + CO and what I’ve learned in my first year as a PX CSM 🦾
TLDR: Come to this track to level-up and find out what it means to be an outcome-oriented, feedback driven CSM and hear why I think CX + CO is the PB & J of CS! 
P.S. Not to forget a very brief intro - I am an Enterprise PX CSM based out of Boston, a former musician and I love art and architecture! See you at Pulse! 
