Clearing the Path: How Infor Rebuilt Gainsight Around the Customer Journey

Session Abstract

In this candid panel, leaders from Infor share how they rebuilt their Gainsight environment to better reflect the realities of their customer journey and day-to-day CS workflows. Attendees will learn how complexity gradually accumulates in mature CS platforms, how to recognize when simplification is necessary, and why reducing unnecessary fields, reports, and workflows can improve trust, focus, adoption, and ultimately customer outcomes.