When Failure Isn’t an Option: Using Gainsight in Complex, Regulated Environments

Session Abstract

In this session, Adam Werner shares how Cellebrite modernized customer experience operations within a highly secure, fully on-prem environment supporting law enforcement and national security agencies. Attendees will learn how the team unified training, telemetry, support, product, and feedback data within Gainsight to create a real-time customer command center, enabling more proactive engagement, AI-assisted CSM workflows, and earlier identification of customer risk through anomaly detection and predictive insights.