Mehtaphysical Musings: Pulse 2023 & The Elephant in the Room
There are 3 things we aren't supposed to talk about:
1. Pineapple on pizza (way too polarizing)
2. Bruno
3. Elephants in the Room
The Elephant in the Room regarding Gainsight is that we've been around more than 10 years. As such, there are thousands of members of the CS community who know us now and some that only know us from years ago. Maybe there are some people in your life that only knew you from your "tragic haircut phase" in high school (we all had one)? It's kind of like that.
I'm a HUGE believer in the Growth Mindset—the idea that our best days are always ahead of us—as people and as companies—if we have the right frame of mind.
I put together this short 4-minute video to talk about how we're addressing the "Elephant in the Room" and evolved, with some great results as proof (73 NPS from CS Ops folks managing Gainsight, 4-week average time to value, etc.). We have a LOT more to do, but we've come a long way, thanks to partnership with our clients and community.
This year’s Pulse is going to be an incredible opportunity for us to continue evolving together. I can’t wait to see you all there—in just one week!
The Upcoming Customer Success Revolution: Generative AI
As a regular LinkedIn user, I often get the prompt, “what do you want to talk about?” What does ANYONE want to talk about in business right now besides Generative AI? Maybe the Met Gala outfits? It's the #1 unprompted topic in every single conversation I have with a Customer Success leader or CEO.
As we've reflected at Gainsight, the opportunities abound for a revolution in Customer Success using Generative AI. The first version of course is people hacking around with ChatGPT—e.g., to write emails, etc. That's cool but I think it's just scratching the surface.
From my conversations, there are 3 categories of impact that could be step function changes for all of us: Efficiency, Effectiveness and Experience. This post will be about Efficiency.
Efficiency: Many CS leaders I know are studying where their teams spend their time today and what low-value activities can be removed or accelerated via Generative AI—e.g.,:
Reduce Meeting Prep Time
These ideas just scratch the surface. What Efficiency opportunities do you see from Generative AI in Customer Success?
You can check out the full LinkedIn Post here .
领英推荐
Current Mood
Hard to believe Essentials has been around for a whole year! Click on my Tay-Tay meme to see us celebrate. It’s been exciting to see so many users’ streamline their journeys with Gainsight. Here’s to many more years and many more innovations!
PULSE IS HAPPENING IN SAN FRANCISCO
And you don’t want to miss out. Click on the video to the right and find out why ??
IN CASE YOU MISSED IT!
We’re sending a big crew! I’m excited to hear all the learnings.
Super excited for this. Just few days to go???
Customer Success Operations Architect, Thought Leader & Geek; Training & Certification Author; Raising the bar for me and my community; #ReadyToWork
1 年I may or may not have been searching the house for Pulse pins from years past! Happy 10th, Pulse!
Chief Customer Officer, RingCentral
1 年Love the newsletter and super excited about how AI is helping improve the customer experience. I recently released an article on how we are leveraging our own product here at Dialpad to achieve better results. Subscribe on LinkedIn https://www.dhirubhai.net/build-relation/newsletter-follow?entityUrn=7061728083766095872
I did love the one time I made it to Pulse. Have a wonderful time and it must be so great to be in person again and in one of the greatest locations possible.