Really looking forward to being on stage at Pulse Europe 2022 in 2 weeks and sharing our journey in building a digital end-user journey to complement our customer journey.
In the presentation, I'll talk about how a digital user can complement your customer journey, why it's important to adopt a multi-channel approach for this journey, and illustrate this with the self-service onboarding program for TrendMiner we launched last year.
This program combines an in-app journey via Gainsight PX, a series of onboarding emails via Gainsight CS Journey Orchestrator, Fundamentals webinars, eLearning, and a getting started section in our user guide. Its implementation led to an increase of user activation between 5 and 10 percent.
Let me know if there's anything you would like to see covered during the session or in the Q&A afterwards...
From Customer Journey to User Journey: Scaling B2B CS by Focusing on the End-User
Track: Scaling Massively with Digital Engagement
Wednesday, November 9th - 10:40-11:20