Behind the Curtain: How Gainsight is Building the Future of Customer Success

Session Abstract

AI is rewiring how CS teams work and changing how we engage with CS tools as a result. In this session, we’ll pull back the curtain on how we’re baking AI into Gainsight—across our customer success, education, community, and product experience tools—and especially in Staircase AI. Hear how we're helping teams spot risks before they explode, uncover hidden expansion plays, and scale without burning out. You’ll hear straight from the folks building it, get a sneak peek at what’s rolling out next, and see how we’re making AI do the heavy lifting—so you don’t have to. Key takeaways: What's next on the roadmap for Staircase, CS, CC, and more; How we're approaching AI-first innovation; Impacts of AI on CS workflows in 2025 and beyond.