Gainsight Demo

Julia Nimchinski:
Yeah, we are just transitioning to our next session. Tara, welcome to the show. Tara Blummer. Enterprise Solutions Consultant at Gainsight.
Tara Boyette:
Hi, Julia. Good to have you.
Julia Nimchinski:
here.
Tara Boyette:
Thank you!
Julia Nimchinski:
Awesome! We just had your Chief Customer Officer, so…
Tara Boyette:
I heard, I’m sure he was great, as always.
Julia Nimchinski:
For sure. What’s the latest and greatest, and what’s your top AI GTM prediction for 2026?
Tara Boyette:
We’re really excited. I think a big cornerstone of our roadmap is very focused on AI. So today, I’m here to speak about something that’s very new, fresh off the boat, if you will, on our AI expansion analysis within our Gainsight platform.
Julia Nimchinski:
Very cool. Let’s dive into it.

Tara Boyette:
Alright! I’ll go ahead and share my screen. Right? So… Just as a quick introduction about myself, my name is Tara Boyette. Tara Bloomer, I just recently changed my name, so, you know, it’s just one of those things. It’s been, like, 3 years, 4 years since I got married, but it was time. You can find me on either name on LinkedIn. I am based in Whitefish, Montana, so it’s a pretty dreary, cold, wintery day today. But I am a solutions consultant at Gainsight, and have been here for about four and a half years. In my role, I really aim to help teams understand how they can better use Gainsight to drive retention efforts, strengthen relationships, and unlock growth, really, throughout their customer base. for anyone a little bit unfamiliar with Gainsight, we are, you know, the lead… I know our CCO was, was presenting recently, so perhaps he gave a little bit of a background, but just in case he didn’t, we are really focused on, obviously, customer success. That’s really kind of the base of where we started things, but have really shifted to more of this customer OS framework for better understanding your customers. and, you know, focusing more on the AI side of things, where we can, you know. Present really exceptional experiences for your customers, more automated insights and experiences at scale. So, as I mentioned, a big part of our roadmap is around AI, so today, we’re really looking to surface insights, removing that manual effort for teams, and looking at things like expansions. So I’ll talk a little bit about our expansion analysts, is what we’re talking about today, and what’s upcoming as well, what we’re looking at for the future. So… The expansion analyst, it’s really designed to both identify when expansion conversations are starting to take shape, and keep track of opportunities already in motion. So, it automatically pulls together full context from your customer communications, who’s involved, what the signals are, what’s being discussed, any momentum of these conversations, and it really organizes it in an easy Digest way to create a clear, actionable understanding of where it stands and where we can go and move it forward. So, rather than manually hunting for all those signals across the board, across different channels, piecing everything together, Gainsight really aims to uncover all those automatically through integrating with your tools like your email, your call recording systems, your support channels, your chats with your customers, and aggregating all of that into, into more context And expansion signals, specifically. The capability specifically is actually powered by 3 different layers of what we can call sub-agents. So the first layer is kind of that experience agent. So this one helps you to, study your past expansion wins and, kind of creates this library of experiences, if you will. So, it looks at what’s worked for your teams in the past, what strategies around that, what actions were taken, what stakeholders were involved, and then looking at those patterns of what actually led to true ARR growth. So that kind of becomes that blueprint of identifying similar expansion signals. And behaviors that are happening now, today. The second layer is that signal scout, so that’s really where we’re looking at all the communication data, as I mentioned, support channels, you know, emails, meetings, to uncover both direct and subtle cues around those conversations that might be emerging around opportunities for expansion. So, it also looks at those historical wins, obviously, but looking at things like expansion, or excuse me, sentiment shifts, new stakeholders entering those conversations, commercial intent around those topics, and then increased level or frequency of engagement. And then that third one is more of an opportunity context agent, so it’s pulling together both the relationship side of things, the historical context side of things, and then measuring it against your developing opportunities and existing opportunities within your accounts. So it evaluates how Closely, the current signals align with successful expansion patterns, to help kind of tag it with a readiness and likelihood score. Enough of slides. I’ll just jump into the platform now, so you can really see what I’m talking about, see it in action. From here, this is our Gainsight AI Insights, tool, and when I click into an actual account, just to kind of level set of what we’re looking at, this is kind of that 360-degree view of a current customer, both giving you kind of that AI summary of a point in time, what has been discussed with this customer over time. It’ll also take into account all of that conversational data. tag it with lifecycle events, sentiment. We can look at health scores and trending across time with engagement and sentiment. So all of this is obviously really aligned with more of that experience and customer success motion, but of course, today we’re really focused on more of the expansion AI side of things, and that is indicated by an individual tab at the top of this customer page, which looks a little bit similar to the AI summary in the previous tab, as you might see, but it’s really, you know, directly looking at the expansion analysis of it. So you see a clear description of the potential expansion, as well as a readiness score at the top, any ARR potential, and any kind of specifics to, have we discussed, you know, certain products, or upsells, or what what does that look like? And then if I dig into the details here, it’ll also give me a little bit more of an executive-style snapshot Of what the opportunity is, why it matters, momentum, executive alignment, etc. From here, we then will be able to drill in a little bit more by way of these prioritized lists of individual opportunities. I won’t go into all of them today, but I’ll just kind of focus in on one of them. They are prioritized in the sense that we’re looking at ARR potential, the confidence level as well, and kind of summarizing some key topics that have been brought up that It really helps to validate the, you know. efficacy of this specific opportunity. We’ll also get some more context around what the opportunity is, kind of the historical value of it, and my favorite part is the fact that there is action plans associated with this. So, because it’s looking at historical win rates and, you know, strategies that have proven successful in the past, it can actually blend that in with the conversations at hand here and suggest next best steps, as well as questions, potentially, to explore. I think that’s a really good opportunity within maybe some of the less ready accounts, like, how can I push this up to a more ready account for driving this forward a little bit more, getting the right stakeholders involved in that kind of thing. You’ll also notice every opportunity is also backed by source evidence to validate exactly why the AI surfaced it, and this will actually refresh weekly in accordance to when things are coming up and more conversations are had.

Now, the last part of the demo here is expanding out a little bit more with our expansion analysis report. So, of course, digging into the account specifically is really valuable, but What if you’re a manager or director, trying to have a little bit more bird’s eye view? That’s what this is really intended for, or even as an IC for your book of business. How can I prioritize my time a little bit easier? So, this is kind of where this report comes into play. You can see I have access to the summary that I can drill into a little bit more, and of course, can click into that customer page again, but it gives me a little bit more context around you know, other types of account attributes that I can easily filter or, you know, adjust so that I can focus and prioritize easier. I can also start to identify trends that are emerging across my accounts. You might be wondering what the expansion readiness level is and how that’s determined. I think this is a really great way to do that priority level, so how can I maybe prioritize the ones that are… you know, ripe and ready for an expansion play. So as part of the analysis, obviously, it is going to automatically be tagged with an expansion readiness score, and that’s on a scale of 1 to 5, 5 being the strongest signals that are in play there. And that’s kind of based on who’s involved. Do we have the right stakeholders in place from an executive standpoint? Do we have strong sentiment trends in an upward fashion? Are we having more direct commercial conversations, or even more frequency of engagements, for that matter. 4 is a little bit less strong, maybe a little bit more like champion-led, for example, but still strong in the sense that, you know, great opportunity for me to continue those conversations. Three is a little bit more on the weaker side, but definitely encouraging for emerging indicators and just kind of, again, continue that conversation. Whereas I think scores 1 and 2 are a little bit more weak, maybe they’ve brought up a couple things once or twice, but again, a really great way to kind of start with some of that white space planning and analysis, with these AI signals. I think another great use case for this report that we’ve been seeing is customers are already exporting this into their own LLMs, whether that’s Gemini, ChatGPT, or their own homegrown tools, to try and find more commonalities across their customer base. As part of our strategy from a product perspective in development, we are working on building out that type of experience, like an ask ask Gainsight button or comment at the top, or even just, you know, a portfolio level summary at the top as well that we saw on the customer page. We do already have an ask and search functionality embedded in the tool, just more bringing it to that specific area of the platform within the report to have a little bit more direct analysis, but can easily do that. Just put in a simple comment or question here, which customers have the highest recent expansion indicators, and it’ll kind of spit out a list of ones. So, can certainly do that in some sense today. And this is, of course, is just a very brief example here, but just a great way to use that in All kinds of different ways, but again, just bringing that a little bit more into the exact place of work. Of course, there’s… there’s lots and lots now in our… in our very clean, wonderful demo environment. So, of course, to, to summarize, of course, everyone’s kind of like, what’s next? These are definitely initial stages. We are already planning on iterations when it comes to building this out into more agentic workflows, so really trying to eliminate the need for manually, identifying these things, creating some automatic CSQLs, or calls to action for the team to action on, in addition to some of those suggestions that are already available today. But really, I hope you can see how it helps your teams really uncover and act on and continuously track, really, the evolution of your expansion opportunities. That way, you’re not having to constantly update notes or update people via Slack or Teams. It just keeps everyone much more aligned, much more focused on the conversations at hand, and less time spent trying to dig into certain things or, you know, answer questions on the fly. As we look towards the future, in addition to this expansion analysis, we’re also trying to look at how we can apply this into other agent models, a little bit more focused on things like risk analysts, or better handoffs from sales to success, as well as more things like focused on outcomes and value propositions, for your team members, so… Very exciting to look towards the future and what AI can bring to the customer success space.
Julia Nimchinski:
Thank you so much for the amazing demo, Tara. Always something new.
Tara Boyette:
Every summer.
Julia Nimchinski:
Absolutely. You really move, definitely, the speed of AI. What’s the best next step to engage here?
Tara Boyette:
Well, you can certainly contact me on LinkedIn. I know Brent is, I’m sure, offered himself up as well, so he’s a great contact for you. I’m happy to pass you over to the appropriate contacts internally. If you already have contacts at Gainsight, please feel free to reach out to them. CSM, account manager, you know, account executive, they’re all happy to kind of pursue some of these conversations a little bit more, maybe even share more roadmap, conversations, but yeah, hopefully that helps.
Julia Nimchinski:
Thank you so much.
Tara Boyette:
You bet.
Julia Nimchinski:
Thanks, Dara. And up next, AI-powered outbound. Welcome to the show, Patrick Donnelly, Enterprise Sales at Nooks.