From Customer Journey to User Journey: Scaling B2B CS by Focusing on the End-User

Session Abstract

B2B customer journeys typically focus on interactions with key persona at your customers. However, even after the typical Onboarding stages, users are taking up new roles or even leaving their company, and new users take their place. This means onboarding never stops. In this session, you’ll learn how Software AG has built a digital end-user journey for their TrendMiner product, leveraging a multi-channel approach, including in-app engagement through Gainsight PX and email programs through Gainsight’s Journey Orchestrator, resulting in an increase in activation rate of 5 to 10%. Audio Recording