Beyond the Score: Turning Customer Health Into Strategy

Session Abstract

This session will cover how hyperexponential built a Gainsight health score that not only tracks customer wellbeing but also guides CS strategy, focusing on how to design a score that CSMs trust, leaders use, and customers benefit from, with key takeaways emphasizing structuring the score around true customer outcomes, making components measurable and actionable, elevating the score from a metric to a strategic tool, and aligning the team on a shared definition of “healthy.”