Day 1 Keynote: There’s No Place Like Pulse

Session Abstract

Customer Success is evolving in a shifting SaaS landscape where growth is harder and customers expect faster value, necessitating a new playbook focused on delivering outcomes instead of managing workflows. This keynote will reveal Gainsight's path from SaaS to RaaS (Retention-as-a-Service), showcasing how AI, digital programs, and human connection unite in a connected system to power retention in the agentic era, featuring success stories from Intercom, LinkedIn, and DocuSign.