The Handoff, Handled: Agentic GTM in Action

Julia Nimchinski:

Welcome to the show, Insight! Tara Bouillat, Principal Solution Consultant, How have you been?

Tara Boyette:

Great, great to see you again, Julia. Thanks for inviting me back.

Julia Nimchinski:

Our pleasure. What’s the latest and greatest?

Tara Boyette:

Oh my gosh, we got so many great things coming, at Gainsight. Very agentic-focused these days. Today I’m here to present on one of our newest features that have been released as part of our Insight agents called Handoff Analyst. So, I can go ahead and share my screen, and we can get going.

Julia Nimchinski:

Let’s do it.

Tara Boyette:

Alright, so if anyone is familiar, or rather unfamiliar with Gainsight, if you are familiar with Gainsight, you’re like, oh, what are you doing here?

It’s a post-sales tool, but we have so many great go-to-market, you know, sales resources coming, as part of kind of this… this push, to incorporate all kinds of different walks of our go-to-market teams.

Now, as I mentioned, AI Insights Agent is kind of where I’m going to start, set the stage on what it is, so that we’re all kind of, you know, understanding what the tool actually does, and then we’re going to focus on, like I said, our handoff analyst.

Now, Insight Agent, as a part of the Gainsight ecosystem, is our intelligence and relationship layer. So we can actually plug into all of your communication tools, that be, that being your email provider, that Outlook or Gmail, meetings, call recordings, like Zoom, Teams, G, Google Meet and all of those, those ones, support ticket.

channels, as well as any external communications that you have in the form of chats, externally on Slack with your customers. Now, once we plug into all of those, all of them are very plug-and-play OAuth connections, it’s then processed through our trained LLM, and then it spits out some proactive, real-time alerts and insights.

So, not only are we getting those real-time alerts directly sent to leadership or team members about any risk in existing accounts or deals, also. you know, expansion opportunities or expansion potential. We also have analysts, or agents that are very focused on very specific lenses.

So we have a risk analyst, an expansion analyst, and as I mentioned many times already, today we’re going to be focused on our handoff analyst.

So I’m sure you can all relate to the moment when a deal closes, sales celebrates, pops the champagne, but then as soon as the deal is handed over, either directly to the CSM or after professional services, maybe has a few different notes, maybe some notes available on the opportunity.

If you’re lucky, maybe you get a call with your AE counterpart that goes over some of the logistics of the account. But then it’s up to them to really schedule that first call, do some digging, and then ultimately leading to kind of rediscovery throughout that initial call.

The customer potentially has to repeat themselves and go over what they’ve just gone over for the last 6 months of the sales cycle, and it can be awkward at best, right? And that’s such a pivotal moment. It’s when they’re most excited, when they’re most at their, you know, peak of their account.

So, it’s a really important time to really nurture that account, and this is what we can really do to leverage agents to be able to offset that pain of not having the information at your fingertips by plugging into those conversational tools and having all of that at your fingertips in the place that the CSMs are already working.

So as I pop into our… oopsie, excuse me… Curse of the live demo. our actual platform here. This is the Gainsight Customer Success Tool, and this is our Customer 360 page, so you’ll notice that I have a number of different, categories at the top that are bringing in all kinds of different types of data.

Today, we’re really focused on our AI agents here, and as you see, I have my AI handoff analyst available for me within this page. So, as soon as the deal or, you know, the, the contract goes through, it’s triggering the creation automatically of this handoff analyst, or analysis, rather.

And this is presenting me with a very long and clear briefing of all of the conversations over the past 90 days, that is now categorized into different sections here.

At the very top, I obviously have all of the kind of summary information, the main drivers, and everything associated to why this customer either purchased this net new product, or is a net new customer, or on the flip side, is a renewal, which we can get into in a second.

It’ll outline all of the different goals, especially as it’s related to the priority levels, and that’s all pulled from those conversations. And within each of these categories, I can also drill into these, to be able to understand what the evidence is. Where is this pulling from? Is this pulling from a slew of emails?

Is this a different set of call recordings? In this case, it is a call recording that is Pulling from the transcript here. And then any expected outcomes that have been discussed over the sales cycle.

So really, I now have everything I need to know about what their goals are, what their concerns are, any commitments that have been made throughout those conversations, whether that’s feature enhancements, maybe call cadences, or anything related to those items.

And then, of course, any types of gaps or integrations or key information that I need to understand, all with relevant information. about these conversations that I can actually pop out to Gong or Zoom and watch that recording directly here. So not only is it super… organized for me, it’s super comprehensive, it has all this rich context.

I now also have, if you notice here, a couple of areas at the top right-hand screen of handoff actions and key stakeholders. And this is critical because it takes out the guesswork of, okay, here’s… this is great, good to know, but what do I do now?

So now I have a running priority list of what my next steps are, so I know exactly how I need action. And, for that matter, who I need to reach out to.

So then I also have a categorized list of key stakeholders, what their title is, what their priorities are, and I can even use something like MCP to say, how involved have they been in this conversation? Or, you know, create, you know, prep me for this call meeting, or this in… Intro call with my customer as they have come into my book of business.

I know I kind of alluded to the fact that it’s net new business, but it’s not restricted to just net new business that this is generated for. As I mentioned, it is triggered off the contract date, which will also be available for renewal contracts, too.

And that’s really important because, again, it’s auto-generated, and then it’s reviewing all of that relationship history of this account, including the previous handoff that analysis that was originally created for the, for the account in the first place. So, now I can understand, did we meet our expectations?

Did we fulfill our promises over the course of this contract? And are there some more gaps that we need to focus on as we initiate and continue this relationship for the longevity of our partnership? So ultimately, I am getting all of this really rich, amazing context about this new customer. delivered to me.

I don’t have to go and ask the AE and bother them a whole array of Slack messages or digging into notes. It’s all served up to me automatically in the place that I’m working, and really helps to nurture that relationship from the very beginning of The time with you.

Julia Nimchinski:

Thank you so much, Sarah. Phenomenal demo, and do you want to transition to the questions, or… Of course!

Tara Boyette:

Let’s… let’s do it!

Julia Nimchinski:

Awesome. The first one is, how does it handle conflicting information from different stakeholders?

Tara Boyette:

conflicting information, I… maybe some… whoever put that in can clarify, what they mean, if there’s something specific they’re thinking of.

I’m guessing in terms of, You know, hopefully it’s not, like, conflicting information about things like integrations or anything like that, but maybe, like, priority levels or things like that, maybe that’s where they’re… that’s coming from?

Julia Nimchinski:

Yeah, I’m thinking perhaps… Data sources in different, you know, functions. And CXOs.

Tara Boyette:

Great question.

You might notice that in this one, I know this says CRM unspecified, but it will identify different conflicting information and list it out for you, and make a suggestion like, hey, you know, we’ve gotten maybe in this example, we’ve gotten notice that they might have Dynamics, and they might have Salesforce, in which case that’s a great prompt for the CSM to confirm.

So for something like that, it will list out everything. It will have all the evidence, as I mentioned, within each, within each category of, you know, allowing the CSM to dig deeper, but also serving it up in a more summarized way. So hopefully that helps answer that.

Julia Nimchinski:

Yeah, the next question is, can you show examples where this prevented churn?

Tara Boyette:

Yeah. As I mentioned, there’s a, so not only a handoff analyst, but also a, a risk analyst, and so let me think if I have one off the top of my head. I know I have one for expansion… This might be a little bit on the fly, apologies.

I think this might be… an expansion, but I can speak to just the way that it works if this doesn’t have… oh, this does have a risk analyst. Perfect. So, because this is coming in in real time, it’s not looking at, like, a regular update cadence, like, oh, every month we look at usage, or every month we look at NPS surveys.

This is every day, constantly updating with all the new communications coming in. And like I said, it’s… emails, call recordings, support tickets, which all can, you know, pick up indicators of risk.

And it is trained on business vernacular, so it’s looking at very specific things like, hey, we’re looking at competitors, or we’re really unhappy, and it’s weighing all these different things to, you know. present this to you in the form of this risk analysis, as you see here, or in the form of notifications, which are so, so important.

For example, at Gainsight, we have, you know, our… churn risk, notifications just sent directly to that customer channel that’s an internal channel, so our leadership’s on that, our AEs are on that, our SCs and CSMs, so everyone’s aware when a new message comes in, or, like, we’ve got some signifier of risk, we can get ahead of it really early, and so it helps to not only be aware of it in real time, but it also helps with this playbook and action items to take action on it immediately.

So, lots of examples of that, across the board, across our customer base, and would be happy to share more, on a demo if you want to continue the conversation.

Julia Nimchinski:

Yeah, the next question is. Can you share us an example of what the analyst shares before the first client or customer call?

Tara Boyette:

Sorry, can you read that one more time, Julia?

Julia Nimchinski:

Yeah, can you share an example of what an analyst shares before the first client or customer call?

Tara Boyette:

Yeah, so it doesn’t actually share anything with the customer directly, and maybe that’s… maybe I’m misunderstanding the question. It only, makes this available to the users, so the internal users. So, CSMs, AEs can go in and access these different pages.

You can also subscribe or set up notifications for yourself when this… something like this is generated, so you can have it delivered to your email, Slack. or Teams, and then you can kind of pick and choose if you, like, what of that do you want to share over?

Or even use something like MCP to generate an email to include the different, key components of that.

Julia Nimchinski:

Thanks, Tara. And what’s your favorite customer story?

Tara Boyette:

Favorite customer story? Oh my gosh, I am stumped! I have so… I’ve been here for almost 5 years now, and so I have… I have so many. It… it kind of depends on my mood in the day.

Let me think… I mean… I have been a part of onboarding a lot of these customers into our AI analysts, and I just think, like, those aha moments… so I don’t have, like, a very specific answer to this, but just getting to be a part of the implementation of some… of this tool, which is truly a plug-and-play tool, setting up these integrations, and then just seeing the data flow in, and then just getting that fee… and being part of the POCs as well, for all of our customers, and just having them be like, wow, I didn’t even know that this was going on, and, like, now I’m not going to be surprised by this risk that I had just had, would have never had any idea about it.

So I think it’s just, like, experiencing the aha moments in some of these situations. So I’m sorry, I don’t have, like, a full specific customer story to share, but I… I do really like… Being a part of those moments, and having them give me that feedback.

Julia Nimchinski:

No worries. And what’s the best next step?

Tara Boyette:

Well, you can certainly go to our Gainsight website and request a demo. You can even put my name in there if you want to meet me in person for… in IRL or IR Zoom, in real Zoom. But that is what I would say is the best action, because you can be routed to the right folks.

Julia Nimchinski:

Awesome, thank you so much, and .

Tara Boyette:

Ew.

Julia Nimchinski:

What a phenomenal lineup today of operators, founders, CXOs, analysts, and Agentech Tax Solutions. Join us tomorrow for Mark Roberge, Amanda Callow, many Medina, CROs from Vercel, SAP, Insight Partners, and many, many more. See you.