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PX on my CS


Userlevel 7
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PX on CS (also known as the Enablement Engine)

I would like improved user analytics and product engagement to help drive user growth in my Nxt CS instance. We currently have 700 users in Gainsight CS and we are evolving our processes quickly. Enabling our teams on new process/system changes is critical to the success of our teams.

As the PX website states, it enables you to deeply understand what users are doing in your product, collect feedback, and create in-app engagements like walkthroughs and guides to drive onboarding and adoption. That’s exactly what I want for my Gainsight CS and my users. Let me explain further. 

 

Gainsight CS Analytics Today

Today, Gainsight provide the G360 feature to show admins some simple usage data. If you don’t have this in your instance, I recommend talking to your CSM to get access to it. 

The data in this feature is not very deep. You can see things like page views and how often users are logging into Gainsight. You can also top level feature usage like how often someone goes to the Cockpit, a 360, or the Rule Engine. This is somewhat helpful, but it isn’t deep enough information to be incredibly powerful. 

 

User Adoption
Feature Usage

 

Analytics Ask

What would be incredibly powerful is to see deeper insights on on our Gainsight users so that we can continue to identify areas to improve and build our end-users depth of their usage. 

For example, I would like the ability to be able to understand: 

  • Which users are not only going to the Home page but which dashboards do they use the most? Which dashboards do they not use?
  • Which sections on the 360 are they leveraging the most? Do they spend all their time on the Summary and Cockpit or is it one of the related lists?
  • When they go to the Cockpit, are they using Global Cockpit or the 360 Cockpit the most? And more importantly, which views are they using the most and which ones do they not use?
  • How do user cohorts (brand new users vs seasoned users) compare? Do older users spend more time somewhere different than new users and is there something there that new users are not learning?
  • We measure our user’s satisfaction through surveys and it would be great to be able to correlate usage details to better understand if certain functionality is attributing to better satisfaction.

Those are a few of my asks but I think if we are able to marry usage data with end-user surveys and other key details about the users (ex: departments, manager, geo, etc), this information could be incredibly powerful for administrators to drive further adoption and stickiness of our configurations. 

 

End User Enablement Today

Today, we enable our end-users through many of the common ways that other companies are using. Our change management and end-user enablement includes:

  1. Training sessions: global virtual meetings and sometimes in-person
  2. Knowledge Base: we use a knowledge base (salesforce and sharepoint pages) to store help articles which include GS how tos and CSM processes. This includes both articles, videos, and lots of pictures. 
  3. Monthly Email Newsletters: we send out regular emails with updates to Gainsight, processes, and other changes that impact our end-users.
  4. Online Chat Message: We further send out regular messages on multiple chat streams to follow-up on new changes and reinforce specific new configurations. 
  5. One-on-Ones: and when all the above doesn’t work, we further meet with people to ensure they fully understand the changes and how to apply them in their day.

 

Our current change management efforts require a lot of energy and commitment to continue pushing the changes we are trying to accomplish in our teams. And we are always trying to better understand usage to see where our change management activities didn’t hit the mark. But it’s never enough and has zero automation.

 

Enablement Ask

What would be incredibly power is to use the PX engine to drive user enablement at the point of action. Change management activities over meetings, email, and chat are somewhat effective but often get forgotten and it is very difficult to reinforce behavioural changes. 

It would be incredibly helpful if we could: 

  • Build in-app guides to walk new users through our 360s and other core features with combinations of dialogs, sliders, tooltips, and hotspots. Fully personalize the onboarding experience based on account and user level attributes. We also want welcome videos from our leadership to popup when a user first signs. This creates an amazing new employee onboarding experience within Gainsight.
  • Leverage guides, tooltips, and hotspots to activate usage of new or lesser-known features, new features the moment they are released, and any workflow or business changes.
  • Create highly personalized engagement experiences based on user characteristics such as role, geography, historical product behavior, and more
  • Create Knowledge Center bots with customizable content like how-to articles, CSM checklists, and key business processes. We don’t want this to just be about Gainsight, we want it for all our how to content for our end-users (CSMs, TAMs, Renewals, etc). 
  • Identify and segment out users who aren’t fully utilizing a core feature and target them with personalized tips and guides. Especially for our leaders to help guide them through their critical dashboards. 
  • Survey our customers within the app to get feedback on new features we’ve enabled or key changes. 

 

Integration with other Systems

We use Nxt in Salesforce (Classic and Lightning) so it would need to work there properly. It is critical that if a user is in Classic and/or switches to Lightning, it has to work there. And possibly, if need be, we’d like to be able to know which user is using which SFDC version. We’re migrating from Classic to Lightning and it would be an amazing bonus if we know who’s logging in where to help enable and push this change as well. 

 

Conclusion

The ability to use PX on our instance of CS is going to be incredibly powerful for us to drive the stickiness of our Gainsight. There is a tremendous amount of shared value here for us to drive our user growth. If we can do this easier and more successfully, our use cases and value will write itself. And most importantly, we need this functionality in the hands of our admins so that we can learn quickly and make adjustments to campaigns quickly. This feature will not scale if we always need a TAM to implement changes. 


23 replies

Userlevel 7
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Jean, this is so well put! Covers EVERYTHING and more that we would love to have in our org. @lindseyyoung5 @ashleyyoung @jamieordway @jesse_reyes what do you think?!

Userlevel 7
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@jean.nairon like @gunjanm said this is very well put! I think we will get some additional visibility on Dashboard views if this is to be believed:

 

Page-level views should be part of the core offering of G360, and I think the ability to have some basic knowledge articles show up to have a central repository for your CSM training/workflow materials would be great core-level features.

 

The hard part I think, will be making it worth it for Gainsight to deploy anything beyond that as a core feature. Given they’ve already marketed this as a paid product and there wasn’t enough demand (possibly for the price), they’ll likely be more reluctant to try it again.

I would imagine that the current state of G360 is handled through their own PX instance tracking our usage. But to get the full enablement package each one of our orgs would likely need to have its own PX instance configured to it. This is going to be very time and resource-intensive on their end to set up and maintain which, based on some anecdotal evidence, isn’t really happening well today anyway (also the fact they’re sunsetting this product).

What might be useful is having a frank conversation with GS on this to find out what they are currently *capable* of doing (but aren’t yet), without installing individual PX licenses for everyone, and see how we can match that to what our use cases are like you so well outlined above, without getting stuck in the “we tried putting PX on for customers with EE and people weren’t buying it” loop.

This way, even if we can’t get everything, we may be able to find a middle ground of what is reasonable for them to offer and what would be valuable for us as their customers. 

Badge +1

100% agree! While the G360 is somewhat helpful today to loosely measure adoption, it doesn’t however provide enough granularity to help measure the performance of our adoption strategies. In my opinion, the G360 is designed for us to react to low adoption but by having in app enablement features, we could proactively increase and maintain adoption at scale. 

 

cc @aileen.weiss 

Userlevel 7
Badge +2

Jean, this is so well put! Covers EVERYTHING and more that we would love to have in our org. @lindseyyoung5 @ashleyyoung @jamieordway @jesse_reyes what do you think?!


I have to admit...some of my words come from the PX website. The use case is already documented there on why we should drive product adoption there. This would be a win for Gainsters and Admins of all kind. 
 

@bradleymcg - I don’t think the past iteration of EE was the right solution. It requires a TAM to do all configurations and set it up in Gainsight’s own instance of EE. It’s actually the same instance they use to post their product release messages. And they use filters to make sure my team’s campaigns get sent to only my users. That, in my opinion, was a beta to hopefully make this tool more robust. If they launched JO this way, it would have never been super successful either. 

Userlevel 7
Badge +1

Jean, this is so well put! Covers EVERYTHING and more that we would love to have in our org. @lindseyyoung5 @ashleyyoung @jamieordway @jesse_reyes what do you think?!


I have to admit...some of my words come from the PX website. The use case is already documented there on why we should drive product adoption there. This would be a win for Gainsters and Admins of all kind. 
 

@bradleymcg - I don’t think the past iteration of EE was the right solution. It requires a TAM to do all configurations and set it up in Gainsight’s own instance of EE. It’s actually the same instance they use to post their product release messages. And they use filters to make sure my team’s campaigns get sent to only my users. That, in my opinion, was a beta to hopefully make this tool more robust. If they launched JO this way, it would have never been super successful either. 

Hi @jean.nairon - there’s some confusion around this topic, as the solution you’re describing that requires a TAM to configure is because EE was sunset. The original EE product did not require a Gainsight TAM and would allow Gainsight Admins to configure and build their own engagements. 

I’ll reach out to you directly for some more context and to share some more technical details that can probably help. 

Userlevel 5
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Having this level of information about the internal use of Gainsight only helps drive the adoption and the Value discussion when it comes time to renew Gainsight!  It could also drive the discussion around PX for our product as well, once proven how well it works within Gainsight.

Userlevel 4
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Our use case, not mentioned, is actually to provide in-app coaching to CSMs based on objections received. Standardizing an approach based on particular objections would improve CSM performance and new hire onboarding experience.

Userlevel 7
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@jean.nairon @bradleymcg  and others. I’m very excited to share that with the new Horizon Analytics product, you’ll have access to a new MDA object called GS Asset Usage Tracking that will allow you to analyze your own usage of Reports and Dashboards to find out how often they are being used, by whom, when they were last used, etc. 

 

This is pretty huge news and we’re super excited about giving you the power to explore and drive adoption directly within your instance of Gainsight!

 

 

Userlevel 7
Badge +3

@jean.nairon @bradleymcg  and others. I’m very excited to share that with the new Horizon Analytics product, you’ll have access to a new MDA object called GS Asset Usage Tracking that will allow you to analyze your own usage of Reports and Dashboards to find out how often they are being used, by whom, when they were last used, etc. 

 

This is pretty huge news and we’re super excited about giving you the power to explore and drive adoption directly within your instance of Gainsight!

 

 

@dan_ahrens send me your NPS and CSAT surveys! 10/10 and 5/5 across the board! Excited to check this out!

Userlevel 7
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O M G. This is gonna be AMAZING!!!!

Userlevel 7
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Thank you @dan_ahrens!

Userlevel 7
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This is awesome news! Thanks for the update @dan_ahrens ! :grin:

Userlevel 6
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Bravo Team! @dan_ahrens and @jean.nairon  :clap:

Userlevel 7
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@dan_ahrens - do you know when the GS Asset Usage Tracking object will be available?

Userlevel 7
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 @dan_ahrens - do you know when the GS Asset Usage Tracking object will be available?

It should be available when an org is officially cut over to Horizon Analytics (not just using it in beta). 

Userlevel 7
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Thank you sir!

Userlevel 4
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@dan_ahrens over what timeframe is the usage data captured? There is currently only a ‘Last Used Timestamp’ field which helps identify if users have not used a report or dashboard in some time, however, without ‘Activity Date’ being tracked it’s impossible to see increase/decrease in adoption over time.

Userlevel 7
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@rakesh do you know when this tracking object was introduced? It looks like as far back as last summer perhaps?

@harriseilenberg you can create reports to track usage by month of a specific report or dashboard to see usage trends. 

 

Userlevel 7
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@rakesh do you know when this tracking object was introduced? It looks like as far back as last summer perhaps?

@harriseilenberg you can create reports to track usage by month of a specific report or dashboard to see usage trends. 

 

@dan_ahrens Can you share a screen shot of the fields you used for show me and by fields for this? I’m finally able to start playing around with this and I only seem to have access to the date a feature was most recently accessed.

Userlevel 7
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I didn’t save the report the last time I ran it so I don’t remember the exact config, but here is a similar report. You can play with the various fields to get the precise data analysis you are looking for. 

 

As I look at the field names, I think the Last Used Timestamp is probably mis-named as it’s more of a generic timestamp instead of an actual “last used”. 

 

SHOW ME count of Event Type

FILTER Event Type = Run

GROUP BY Last Used Timestamp (aggregated by month), Asset Type

 

 

 

Userlevel 2
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Any update on this one? Quite a lot of upvotes! I was just bringing this up with our COM and of course the Gainsight GOAT Jean has already thought of it (and I already voted on it apparently). 😌

Userlevel 7
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Any update on this one? Quite a lot of upvotes! I was just bringing this up with our COM and of course the Gainsight GOAT Jean has already thought of it (and I already voted on it apparently). 😌

I think the update was the GS Asset Usage object. As far as I know the only documentation on what it is or how to use it at all is what I wrote up here:

 

Userlevel 6

+@Azad , @rakesh to this convo

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