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Hi All! Following up to @sakumar’s post from yesterday announcing our April 2022 release, I wanted to share some additional information and materials. There are a TON of new and exciting capabilities in being introduced this quarter 🎉🎉Here are some resources that are available to help you learn more and get your teams excited about using these new capabilities: Learn more about how you can supercharge CS team productivity and capture the full picture during customer interactions with our Gong + Timeline integration: Check out this datasheet Find us on the Gong Marketplace Watch a demo here Learn more about Timeline and share best practices in our Timeline section of the community Find out how Impact Analyzer helps you fine-tune you CS strategy with a data-driven approach in this new datasheet Note: this is available as part of CX Center (which is a paid add-on) You can learn more about how CSQLs will enable more programmatic expansion and help you demonstrate the impact of
The PX May release is now live in US and EU orgs! We have delivered new features and enhancements to help you get started faster and simplify your PX user experience. Check out our release notes for more information.Release Highlights: Content Recommendation In KC Bot: Define URL rules and Global context rules to deliver personalized and context-based content recommendations to your end-users. Trigger Engagements using Survey score: Trigger engagements for a group of users based on their response to Survey Engagements. Multi-Product Widgets in Dashboards: Create Custom Dashboards and add audience widgets related to various products of your subscription. This helps to analyze the performance of different products in the same dashboard. Improved Reports Home: The Reports section in Analytics is now improved for better visibility and accessibility. View two separate list view pages for My Reports and Shared Reports and many more usability enhancements. Create Multi-Product Funn
The 6.32 NXT Release Notes is now available for EU and US customers. As part of this release, we have published 22 New articles.List of New Articles Company Intelligence Use Company Intelligence in Microsoft Teams Connectors 2.0 Source Field Enhancements CX Center (Refer the 2nd point in the IMPORTANT section at the end of the post) CX Center Overview Configure Impact Analyzer Impact Analyzer for End Users Impact Analyzer FAQs Set up a Gainsight Domain Data Designer Use Design Template in Data Designer Gainsight Assist (Refer the 3rd point in the IMPORTANT section at the end of the post) Email Assist 2.0 - Send Emails from Timeline Gainsight Data Management Data Operations Gainsight Home How To Configure Calendar Widget in Gainsight Home Configure And Assign Multiple Layouts for Gainsight Home Calendar Widget for End Users in Gainsight Home Journey Orchestrator (Refer the 1st point in the IMPORTANT section at the end of the post) Add Part
We are planning to integrate Productboard with Gainsight toProvide a single source of truth on all the feature requests that a customer has shared in the C360 section Submit feature requests on behalf of the customer directly for Gainsight Enrich a feature request by giving visibility to other CSMs (tag other customers, ability to upvote or share comments)I would like to hear if this excites you? Do share some use cases on how this integration will be helpful for you. Note: Please mention if your Product team is using Productboard or any other roadmapping tools like Aha! or ProductPlan.
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?A lot of you have expressed interest in the ability for CSM’s and Managers (non-admins) to build their own reports. We try to democratize report building at Gainsight however we also recognize that there might be some problems with directly exposing report builder to everyone in your org. We want to listen to your feedback, understand some pain points, and share some ideas with you so that when we release “End-user Reporting” it helps as many of you as possible. Who is the right person to Enroll?Active Admins who build reports. If you have already exposed reporting to everyone in your org, we would love to hear your experience a bit more.When is this happening?We are planning a number of sessions in the second and third week of Feb 2021. What should you do?Please register for the roundtable slots provided using this form. If you are
Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. The v6.32 release is live in NXT orgs in the EU as of April 23, and for US customers on April 30. Check out the release notes. Some highlights from the NXT release include:DATA MANAGEMENT HORIZON EXPERIENCE: Data Management Horizon Experience includes new and improved functionalities to easily manage data. Admins can now view, add, and delete records in Gainsight Data Management via the Data Operation tab. Learn more CUSTOMER SUCCESS QUALIFIED LEADS: Customer Success teams identify and share leads with Sales, but previously there was no standard method for tracking these leads and demonstrating their impact. CSMs can use this new feature to identify a lead, share it with Sales, and report on the revenue impact. Learn more GONG.IO INTEGRATION WITH TIMELINE: Automatically log Gong.io meetings as Activities in Gainsight Timeline. The Activity capt
C360/R360 Beta Program What is C360/R360 new experience ? -C/R360 is one of the most utilised areas within our CS offering making it a priority for our team to continually improve the end user experience to ensure it evolves as do the needs of our customers. The new experience is loaded with improvements to drive our users' capability to be even more productive while delivering the outcomes their customers expect. Some of the key improvements include:Improved visualisation for easily digesting customer data. The ability to view and interact with customer data directly from within the C/R360 page view Increased user efficiency with new inline editing capabilities More options for personalisation within the 360 experience Overall simplified admin user experience Please ask your Customer Success Manager to nominate you, if you’d like to participate in this Beta Program.
Thanks @manu_mittal and team for ringing this good news …..After a long wait, we're happy to share that our Zoom App (for US only) is now live in the Zoom App Marketplace! We anticipated this approval to occur a lot sooner, but Zoom has a pretty elaborate review process!Since Zoom doesn't allow the same app to point to two different servers, we've submitted a separate EU app for approval. We expect this to be approved in the next couple of weeks, and we'll update you once we've received the EU approval. Once approved and published, you'll see two apps in the marketplace: Gainsight App for Zoom, and Gainsight EU App for Zoom. Important to note because this is different from the login flow in our mobile app and Gmail/Outlook plugins.Thanks for your patience!
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are planning to improve the email template builder experience and would want to get your feedback around your use cases and your input on our roadmap plans. Who is the right person to Enroll?Admins who are using Journey Orchestrator and especially those who build email templates. When is this happening?We are planning a session in the 2nd week of August 2021. What should you do?Please register for the roundtable to the slots provided using this form. We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email firstname.lastname@example.org to sign up.
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? Scorecard Optimizer is an AI-based tool to help customers have more effective scorecard configuration. We want to understand your key pain points related to scorecard configuration and get feedback on the solutions we have in mind. What is the Agenda of the VCAM? Uncover key pain-points Get feedback on proposed solution for scorecard optimizerWhat is the outcome of this VCAM? Feedback on AI roadmap for scorecards Who is the right person to Enroll?Admins who have recently done an overhaul of their scorecards, or are currently in the process. Customers who have previously expressed opinions on AI in scorecards are also good candidates. Customers who use internal Data Science models to populate their health scores (e.g DataRobot, IBM) We want to speak to Admins in these companiesWhen is this happening? Tuesday, April 26th, 2022 - 12: 00 PM ET/ 9:00 AM PT/
What’s that you say? Move to a quarterly release cycle? We hear you loud and clear. A time-based quarterly release cycle is definitely the right call, and we’re preparing to take action based on your input. In fact, Gainsight’s adoption of this global strategy for quarterly product releases is expected to start in April/May of 2022. Key Benefits of Quarterly Release Cycle [win-win]: You... Gainsight... Get early head’s up about the upcoming changes Gets longer time to perform testing activities such as performance testing and UAT, hence, improves the quality Get more time to make necessary arrangement to embrace the changes Forecasts detailed planning via roadmap efficiently Spend adequate time to explore Beta features and provide feedback Implements feedback and gets aligned with the incremental beta feature development strategy Experience better quality and improve adoption Spends more time to review the change
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? This VCAM is to understand Timeline Admin user experience while using different sections of timeline administration - Integrations, activity sync etc. What is the Agenda of the VCAM? To understand Timeline Admins' current user experience. To know what challenges they are facing while using Timeline administration sections like Integrations, activity sync etc.What is the outcome of this VCAM?Have a better understanding of current challenges faced by timeline admins Identify the use cases which are currently not supported in timeline administration - integration sectionWho is the right person to Enroll? Timeline Admins who have experienced pain points using different sections of timeline admin like integrations, activity sync etc. When is this happening?Monday, April 18th, 2022 - 11: 00 AM ET/ 8:00 AM PT/ 8:30 PM IST Tuesday, April 19th, 2022 - 11: 00 AM ET
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? VCAM is to understand the current problems in the PX Engagement Template creation, edit, and maintenance process. What is the Agenda of the VCAM? The agenda is to understand the pain points when following processes are done on PX Engagements:Template Creation Template Editing Template Maintenance Any other process that is required for in a new Template Home What is the outcome of this VCAM? To understand what needs to go into a new feature "Template Home" that is being planned in PX Who is the right person to enroll?This is essential for those accounts/ users who are very active in using PX EngagementsAre you an active user of PX In-App Engagements (approx. more than or near about 10 engagements in a month using PX)? Have you created Templates on PX Engagements and maintained them?When is this happening? April 6th, Wednesday - 10:30 AM ET/ 7:30 AM PT/ 8
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? We are going live with Real-time Sync from Salesforce to Gainsight this April. It’s time that we dive deeper into the second part of the problem i.e. What is the Agenda of the VCAM? We are looking to understand the need of Real-time Sync from Gainsight to Salesforce from the customers. The focus will be on the following questions mainly. What are the current pain points that exist due to the lack of Real-time Sync from Gainsight to SFDC? What objects and fields are the customers interested in syncing from Gainsight to SFDC in real-time? Why? What are the target SFDC objects to which they are looking to sync data in real-time? What happens after the data is received by SFDC? Is there any event or trigger planned based on that data? Do you have an SFDC Admin role similar to Gainsight Admin? Is it the same person? What concerns may t
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about?Gainsight would like to build a platform that helps CSMs to close the loop on the product requests raised by their customers and also influence their product managers’ roadmap in the right direction. As a first step to building the above platform, we are building an integration between Gainsight and Productboard. This integration will help the CSMs to raise enhancement requests within Gainsight and also get all the updates on the journey of that enhancement request in the C360 section. What is the Goal of the VCAM? The goal of this VCAM is to Understand the importance of a formalised process of engagement between Customer Success and Product Management teams. Understand all the current problem statements involving CSM - PM handshake Showcase MVP designs of Gainsight-Productboard integrationWhat is the outcome of this VCAM? To identify the post MVP roadma
Virtual Customer Advisory Meeting - Value delivery for Product Managers with the new PX and CS integration
Hi Community! We want to hear out and validate our roadmap with respect to the PX <> CS integration via this round table set up with you and our Product Management team. What is the VCAM about? How Product Managers get value with the Gainsight PX <> CS integration. What is the Agenda of the VCAM? Product Managers work with usage data day in and day out and make critical decisions based on the adoption metrics. Decisions around growth potential, where to invest next, and even Pricing decisions. The agenda of this round table format of VCAM would be to understand how Product Managers can benefit from the integrated experience of Gainsight PX and Gainsight CS. What is the outcome of this VCAM? We are looking at majorly two outcomes from this setup - Understand the point of view from our PX users (Product Managers) about some of the GTM metrics and/or insights that they need while making key product decisions Showcase some of the early ideas that we have in mind to help
Hello Community. Please note that the archival date of the old Data Management is moved from March 11 to the upcoming Gainsight V6.32 release [April 23 (EU)/April 30 (US)]. This decision allows you more time to get confident in the new Data Management, powered by Horizon Experience. We have scheduled Office Hours on March 23 & 24 to receive your feedback and identify any challenges that you faced while using the new Data Management feature. Please fill out this form, if you are interested in attending the session. Note: We strongly recommend you to go through the demo video and try out the new Data Management before attending the session.For more information about the new features, refer to the What's New in Data Management Horizon Experience or Support documentation article. IMPORTANT: You can access both old and new versions of Data Management in your tenant until V6.32 April release. Any metadata changes to one version will be reflected in the other. The new version's activ
Hi Community Members! Great news! We at Gainsight are actively looking for beta participants for Gainsight’s Unification feature!What is Unification?The Unification feature helps you to unify the Company and Person data from various sources to get a 360 view of your customers across business lines. Unification helps with the following data problems:Finding duplicate data: Automatically Identifying duplicates within a source, including Company & Person standard objects in Gainsight Multi CRM: Adding data from Multiple CRMs into Gainsight Unifying Related Data: Unifying custom data objects with Company data that do not have Salesforce Account ID or other External IDs already, via Exact or fuzzy matching. Automatically modelling relationships into Gainsight from multiple data sourcesPlease refer to this document or quick video walkthrough for an overview of the feature.What is required of me?Please fill our beta invitation form to express your interest for a data discovery meeting.
Hello! This is meant to be a general FAQ regarding the Gainsight CS Ops Product Council program. If you have a question about the council that you don’t see answered here, please contact CSOpsProductCouncil@gainsight.com. What is the Gainsight CS Ops Product Council? The Gainsight CS OPS Product Council is a group of individuals from the Gainsight customer CS Ops & Admin communities, who meet monthly to discuss trends in the Customer Success community and advise on Gainsight product development. The CS Ops Product Council program mission is to elevate top CS Ops community contributors and inspire the next generation of customer success software and best practices with 4 key goals in mind: Recognize, reward, and elevate top CS Ops community contributors Leverage member's knowledge and passion to grow and better the CS Ops community Provide a positive community example of contribution and leadership Deliver meaningful Gainsight product enhancements based on member feedback
Hello Community!We need your feedback!Gainsight is introducing the most awaited Note Templates, a way to add templates in your Timeline Notes which makes it easier and faster to log Timeline activities.Key HighlightsA preview of the Template will be visible before Users apply it in the Notes. Users can modify the text from applied templates while writing the notes. Admins will be able to compose the Note templates in the Administration (Timeline). Admins will be able to align the created templates with different Activity Types. Hence, Users will apply templates available for the specific activity type they are creating.Play the video to learn more.
Virtual Customer Advisory Meeting - User Management, Permissions, Authentication, Sandbox Management
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? VCAM is to understand the pain-points of Gainsight Admins with User Management, Permissions, Authentication, Sandbox ManagementWhat is the Agenda of the VCAM? (This will be shared with Customers) The Agenda is to note down the pain points experienced in the following areas -User Management User Sync from external systems Data Permissions, Permission Bundles Authentication Sandbox ManagementWhat is the outcome that you are looking for as part of this VCAM? Simplifying the Admin experience in User Management, Permissions, Sandbox Management When is this happening?Monday 28th Feb - 11:00 AM ET / 8:00 AM PT/ 09:30 PM IST Wednesday 2nd March - 11:00 AM ET / 8:00 AM PT/ 09:30 PM IST Wednesday 9th March - 11:00 AM ET / 8:00 AM PT/ 09:30 PM IST Friday 11th March - 11:00 AM ET / 8:00 AM PT/ 09:30 PM ISTWho is the right person to enroll for the VCAM?Admins who
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are designing a Real-Time Bi-directional sync capability with Salesforce through Connectors for Company and Person objects. This would help reduce the latency between Gainsight NXT and Salesforce without overriding changes in any system.During this VCAM, we would like to discuss on the followingUser scenarios or problems that should be solved with this functionality Preparation and Configuration of a Real-Time Job Intricacies of the Salesforce Account & Gainsight Company, Relationship constructs For one session (Slot 3), we will focus more on Salesforce Contact or Account Contact Relation sync to Gainsight Person, Company Person or Relationship Person Presentation of initial mocks for Job Preparation, Configuration, and Audit Logs Who is the right person to Enroll?Gainsight Admins who have experience with Account/Contact ob
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? The Person section in C/R360 is where you add/edit and sometimes delete the person records. With multiple operations and interactions happening in this section, we would like to make the overall experience of working on this section simpler and easier. Apart from capturing information, the section also helps you view the existing data, therefore the "view" aspect also needs to be simpler and easier. This VCAM is precisely to address some of the pain points in using the Person section and hear your suggestions and feedback to make it better, narrowing it further, we'll discuss the:-Add Person flow The list view and interactions with the list view Detail view Multiple other interactions on the section What is the outcome that you are looking for as part of this VCAM? Feedback, suggestions on the followingAdd Person flow The list view and inter
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