Pulse 2026

Opening Keynote: Charting the Future of Retention

1 hr. 14 min.

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Day 2 Keynote: Retention-as-a-Service Realized

1 hr. 22 min.

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The AI (Road)Map: Where We Are, Where We’re Going, and What’s Worth the Trek

45 min.

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From Pilot to Powerhouse: How Staircase AI Rewired Our CS Culture

43 min.

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Intelligence at Scale: Okta’s AI-Augmented CS Playbook

40 min.

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From AI Pressure to AI Impact: What Every Revenue Leader Needs to Do Now

44 min.

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Making AI Work for You: Airtable’s Framework for Finding and Building Real AI Workflows

45 min.

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Driving Meaningful AI Adoption: Turning Experiments into Real Impact in Post-Sales

43 min.

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Scaling High-Touch Client Reporting at Equality Health with Automation & AI

42 min.

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Putting Customer Context to Work with MCP

47 min.

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MVPs are Easy, Agents at Scale are Hard: What We’ve Learned Building Atlas

45 min.

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DCS: Digital Center Stage

37 min.

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From ‘You’re on Mute’ to ‘We’re All In’: A Fireside Chat on Zoom’s Community Glow-Up

42 min.

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Moments That Matter: Turning Learner Participation into Momentum

41 min.

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Headless LMS Ops: Your Academy with the Skilljar MCP

43 min.

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The Power Pair: Community & Customer Education

40 min.

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Scaling a Global Community: Trimble’s Playbook for Growth, Localization, and Automation

43 min.

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From Courses to Cash: How Fathom AI Turns Customer Education into Revenue

33 min.

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Two Sides of the Same Coin: How LinkedIn Aligns Customer Learning and Community

40 min.

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Consensus Risk: How BMC Helix Aligned CS and Sales to Drive Retention

44 min.

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One Process, One View: Designing Gainsight for CSM Execution and Leadership Insight

44 min.

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Rapid CS Transformation at Scale: A Gainsight & IBM Success Story

41 min.

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Solving the CS “Gray Zone”: A Pooled Model for Mid-Tier Customers

36 min.

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Atlas in Action

44 min.

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One Revenue Team, One Stack: The Future of Gainsight and Salesforce

45 min.

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Turning Customer Conversations into Action: How CivicPlus Uses Staircase AI for Proactive Customer Success

45 min.

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The Fast Track to Value: How Cribl CS Orchestrates Digital, Human, and Agentic AI

43 min.

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No Handoff Left Behind: Using CS Intelligence to Drive Renewals, Expansion, and Team Continuity

45 min.

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From Signals to KPIs: Building Reusable CS Metrics with Gainsight’s Data Designer

41 min.

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From Gut Feel to Board-Ready: Connecting CS Operations to Outcomes That Matter

42 min.

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Securing a Seat at the Table: How to Architect a CS Data Foundation That Earns GTM Influence

42 min.

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From Signals to Action: Turning Customer Intelligence Into Outcomes Across the Journey

42 min.

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The Alchemy of Retention: Forecasting, Velocity and Moments that Matter

42 min.

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What “Good” Actually Looks Like: Real Talk From Gainsight Admins

42 min.

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Fixing the Leaky Bucket: How We Systematically Improved GRR by Focusing on Prevention, Not Saves

43 min.

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Change Without Chaos: How CS Ops Holds It Together During Organizational Transformation

41 min.

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