Welcome to the first day of Pulse Europe 2024, Gainsight’s annual conference held at the beautiful RAI Amsterdam. This year, customer success professionals gathered from around the globe to connect, learn, and share insights about the evolving landscape of customer success in an era increasingly defined by technology and artificial intelligence.
Let’s dive into our top takeaways from today’s sessions.
AI Centered Around Human Needs Is the Future
The day kicked off with an engaging keynote that emphasized the importance of placing human needs at the forefront of AI development. As we delve into a future where AI becomes increasingly integrated into customer success strategies, it’s essential to remember that technology should enhance, not replace, the human experience.
To kick off the keynote, Gainsight CEO, Nick Mehta, jumped on stage to discuss the state of customer success right now. The truth is that many in SaaS are wrestling with challenges. In CS specifically, many teams have to juggle decreasing headcounts with more demands from the customer. All of that pressure is compounded by internal pressure to prove that CS can drive profitable growth.
It’s a lot. But, today’s CS teams have one huge advantage: AI.
The Human-First AI Playbook
Instead of trying to solve the current problems we’re all facing with more people or more processes, we can use the power of AI to create world-class customer experiences that scale our businesses. But it only works if we use technology to give everyone in the company more time to be human.
And with that, Mehta revealed The Human-First AI Playbook, with six core tenets. We believe AI should:
- Eliminate Blindspots
- Remove Grunt Work to Make Room for What Matters
- Turn Every Teammate into the Best Version of Themselves
- Make Self-Service Not Suck
- Transform Novices into Gurus
- Help Customers Find Their Work Bestie
Learn more about the Human-First AI Playboook.
Enter Staircase AI
In order to eliminate blindspots and empower CS professionals with the real-time insights they need to make the most impactful decisions, Gainsight acquired Staircase AI. Staircase is a powerful additional to the Gainsight platform.
Ori Entis, SVP, Product, Gainsight, said in today’s keynote: “Human judgment doesn’t scale, and Staircase AI helps you see the signals beneath the surface. With Staircase, you gain insight into often-missed patterns and trends, empowering your team to make smarter, data-driven decisions.”
Learn more about Staircase AI.
Networking and Amsterdam’s Culinary Delights
Amidst the rich learning experiences, day one also offered plenty of opportunities for networking. Attendees connected with industry peers, sharing their unique challenges and solutions and fostering a sense of community that feels both supportive and empowering.
Of course, a trip to Amsterdam wouldn’t be complete without indulging in its world-renowned food scene! Attendees were treated to a special stoopwaffle station, allowing everyone to enjoy this delicious Dutch delicacy. The combination of childlike joy and vibrant industry conversations truly embodied the spirit of the Pulse community.
Looking Ahead
As we wrap up an inspiring day filled with valuable insights and meaningful connections, it’s clear that the future of customer success is being shaped by AI that not only delivers solutions but also connects us on a human level. We can’t wait for Day 2, filled with more powerful sessions, innovative discussions, and opportunities to further explore how we can leverage technology to enhance human connections. See you tomorrow!
Want to learn more about what makes a truly great Customer Success platform? Check out the 2024 Gartner Magic Quadrant for Customer Success Platforms.
