One Revenue Team, One Stack: The Future of Gainsight and Salesforce

Welcome to the first session of day two. How was today's keynote? Good? Yeah?

(audience applauding) Exciting stuff? I know we worked, Ori and the team and everyone, on putting the demos together, and there are so many cool things, but it's so many cool things. So hopefully you all enjoyed it, got to see a little bit of what's now and what's the future, or near future, when it comes to customer success. Super excited to be kicking off this session, which will dive a little bit deeper into one of the things that we showed in today's keynote, our Agent Force MCP, and what's possible with Salesforce and Gainsight together.

We have an amazing group of speakers today. First, Ori will talk to us a little bit about how CS and sales are working together. So really excited to have Orientis here, who leads our CS and Staircase part of Gainsight. We also have Manu with us, who leads the product team under Ori, and really excited to have Lisa with us, who is the head of ISV Technology Partnerships at Salesforce.

So we'll hand Lisa the mic in just a second, but as we kick things off, I would love to, Ori, have you tell us a little bit about how retention really is the new growth lover, right? Customer success and customers themselves are both retention obviously being a bigger challenge and focus for organizations, but also the growth lover, right? For where a lot of companies' revenue and new growth is coming from. Yeah, I guess you can hear me okay now.

So great to see everyone here. We talked yesterday a little bit, you've heard Kim from IBM. One of the main things that we're seeing right now is that about 70% of your revenue is coming from your existing customers, not necessarily brand new logos. And an interesting thing that we're seeing also in the past two years is the adoption of the CSQL and the high performance from those leads compared to just general marketing leads and so on.

And the shift that we're seeing in CS teams, right? We're moving from teams that were really focused on running a QBR, firefighting, and kind of semi support and service now to really owning numbers, GRR, churn, expansion numbers and so on. So really a shift to a revenue team with accountability. And as if there isn't enough on CS teams' plates, right?

They're also having to now worry about CSQL as an expansion and all these different ways to increase and continue to serve their customers better. The challenge I think all teams face, this is our themed reference here back to Indiana Jones, everyone here has seen Indiana Jones, right? Show of hands, yes. I was so surprised yesterday how many people have never seen an Indiana Jones movie.

So if you haven't seen one, please go watch them, they're incredible. But our reference here is just that CS teams can't go it alone, right? They need support from their revenue partners, from the rest of the organization to be able to not only do their job of keeping a customer successful, but also helping them grow. There are challenges to that though, right, Ori, that we see today.

Right, so if you think about it, we really built two systems for two teams. Salesforce built an amazing product, focused on the go-to-market, on sales, and then we built Gainsight and other companies that built the CSPs. And I think the vision at the time was customer success will live in the CSP, Gainsight, go-to-market, sales, lives in Salesforce, and there is some kind of an integration in there. But as we see these roles starting to merge and share or the need to share information in a more fluid way, it's become a very obvious challenge to a lot of companies and a lot of organizations as they shift into that new CS model we talked about.

And I think one of the things that we see a lot, Ori, is that that actually results in real challenges, not just the people have to go into systems and that's annoying, but real impact to the business, right? Yeah, so if you think about it, if you have a renewal, suddenly renewals slip because maybe there is some short circuit between what a CS said about the health of an account to a salesperson or somebody who's doing the actual renewal, right? Maybe an expansion opportunity is missed because CSM surfaced of opportunity, but some only got lost in between systems. So there's a clear loss of revenue here or hit just because we're working into disparate systems.

I think one thing we've done to try and solve that challenge, something that many of you might be using Gainsight in this way today, is really make some of that customer data accessible within Salesforce. So you no longer have to hop systems and that doesn't get lost in the shuffle or something that if you have a revenue team working on expansion or servicing accounts, they don't have to flip into Gainsight or rely on a CSM to share that info. So I know there's a lot of benefits to that that we see today for current customers. Yeah, I mean I think you even heard on the unchurned and the keynote right now, where I think it was a really interesting point that Arvind brought up.

You wanna be able to kind of surface the insights or the data wherever you're operating, right? And sales typically will operate inside Salesforce, CS, and Gainsight. So how do you actually make that fluid and working well? So if you think about a situation where a CSM spots a risk signal, how do you make it show up on the account page that an AE is looking at naturally?

And without having the AE have to log into Gainsight or the CSM go into Salesforce and log it in there, right? The same thing with expansion. How do you actually make it flow that context? Both the background, some of the information, the opportunity itself, just have it flow directly into the system where the salesperson can take it.

And also some of the additional information that post sales information, the health, the sentiment, any kind of risks or any kind of issues the customer is facing, how do you actually bring that context, which was also I think the topic right now at the keynote, how do you bring that context into the sales team and vice versa? So we can't afford anymore to kind of live in these two systems. We really have to make this a unified experience. It still can be two systems in the background somehow, but the experience for the end user really needs to be one.

And that's what we're really striving for here. I'm curious how many in the room have Gainsight and Salesforce connected today. Just show of hands. Okay, that's a really good group.

Awesome, so hopefully you're using Gainsight in this way today. I think one thing that I know, Orey, you talked to IBM about yesterday on stage and that we demoed a little bit today is where we're kind of taking this next, right? With Agentforce in particular and MCP connection there and what's now possible really with connecting these two systems? Do you wanna share a little more?

Yeah, so traditionally Gainsight has always had certain capabilities of integrating into Salesforce, right? I framing, we took it one step further with the project we showed a little bit of yesterday that we did with IBM, which went to component level and then maybe a more fluid data sync behind the scenes. But now with the emergence of MCP protocols and then Agentforce, we are also writing that trend of a new approach to UI, UX, right? Some of us are still using UI, UX in a traditional way with mouse clicks and dashboards and there is this new approach of using kind of an LLM as a front end to your software.

And we wanna be able to serve all those different capabilities. It also brings in additional intelligence and an additional knowledge that it's harder to, from a product perspective, it's harder to actually build for an end user because when you're building a dashboard, you kind of have to assume what your user needs to see versus when you're prompting or asking questions. So the idea here is how do we make that experience which we talked about earlier between CS and sales more fluid through agents, right? And through an MCV protocol and through Agentforce.

So it's a very exciting new space that we're all experimenting with. Salesforce has come out with some really incredible new things in the past month or two and we're excited to talk about that and we're gonna ask Lisa to join us. And after that, we'll also have a Q&A to answer any questions that we jointly, you have jointly to either Salesforce or to GainSight that we can answer. And with that, I think we're excited to welcome Lisa to the stage.

So welcome Lisa. (audience applauding) I wanna hand you the clicker. All right. Well, thank you, Ori, for that introduction and thank you all for your time today.

It's super exciting to be here for a number of reasons. Of course, first, GainSight is a wonderful partner and I'm thrilled to be here to talk to you a little bit more about how we see our partnership evolving in the future and the types of experiences that we can deliver to you as our customers in the future. But also, I started my career in customer success at a small startup many years ago and then I moved to Salesforce to work in our customer success organization. So I relate directly to you as customer success leaders and professionals in the room and I know that you are the heartbeat, the lifeblood of every organization.

Now, as we move into the agenda era that we're living in today, where humans and agents are coming together to deliver real business outcomes for customers, what's also true is that our customer success, our revenue teams, our support organizations are all now responsible for the health of the customer. We are all collectively responsible for ensuring that customers who purchase our products find outcomes, get usage and get adoption. And that is exciting. We are all kind of an army in the business of creating success for our customers.

But for all the customer success professionals in the room, you probably have a bunch of questions about how that's actually gonna come to fruition because as Ori mentioned, as I think you've heard kind of throughout the keynote, something else we know to be true is that the various teams at our customer organizations live in disparate systems, right? Some are in Gainsite, some are in Salesforce, some are probably in other third party tools to deliver specific workflows or business outcomes for customers. And that means that not only is the workflow not always unified, but the data or the insights around the customer success, how well they're adopting your product is not unified. But further, even if that data was super unified, how many of you think every single account executive, every single renewal manager, every single customer success person has the ability to go to an account page and filter through the data to find the right signal or the right insight.

If you are working at a large organization or have a large territory, perhaps you've got hundreds of accounts you're working on or lots of data to sit through. And what's so exciting about this opportunity in technology is now we can bring together all of the amazing data in insights about how your customers are using your products, not just into a single interface, but also provide the user, provide the account executive, provide the renewal manager, provide the CSM with the action they should take with that data. So let's talk about how this might look like in practice in the future. Let's say you are an account executive and you have a bunch of opportunities in your territory.

And one of the accounts in your territory is consuming a lot of your product. And they're actually ready now to upsell, you're ready now for an upsell. What if the fact that they're ready for that upsell could be sent directly to that account executive in their flow of work? And the flow of work for that account executive could be Salesforce, it could be Slack, it could be OpenAI, it could be chat GPT, it could be Collada, it could be a bunch of other interfaces.

But let's say for this example that that account executive works every day in Slack. They've got this amazing insight now right into their flow of work. And that insight tells them the action that they need to take next. If that account executive wants to find more information about the health of the customer or the specific insight that's been serviced, they can do that in Gainsight, or they can do that in Salesforce.

They can click on the link and go into detail and find all that rich data and insights that they're used to kind of finding on the account page that we saw in some of the earlier slides. And then all the intelligence about the customer, of course, is collected on that page, enabling them to drill into the details. But we're basically removing now, or have the ability with AI to remove some of the thinking, some of the manual processing from the work of our frontline salespeople and deliver insights, deliver suggested actions right within to the flow of work. So they never miss an opportunity to save renewal or to upsell a customer.

We're basically feeding them directly revenue insights into their flow of work. And then what that means for you all is that you're able to activate revenue signals. So less hunting, more time selling, more time saving customers, right? All of the insights that we surface to the customer can be personalized for your particular instance of Salesforce or Gainsight or whatever the workflows that you have powering your business solution.

And then access, of course, as mentioned earlier, to all the deep level data and intelligence behind whatever's powering those insights if the user or the manager or someone in the organization wants to get into that work. So again, that means your teams are spending less time hunting for the intelligence and more time on selling, servicing, and delivering outcomes for the customer. All right, let's talk a little bit more about how this can actually work, right? You may have heard this concept of headless.

Salesforce about a month ago talked about how we're making our platform with the Agentforce 360 platform, really all of Salesforce headless. And what that really means for all of you, as mentioned earlier, we know that your customers and also your employees may operate across a variety of different services, and they've got workflow living across a variety of different services. But that business user, the one that's driving the outcome for your customer, they don't want to go into those various different services to find the insight or to execute the workflow that they want to take action on. Now with headless, you can, in partnership with your technology partners like Salesforce and Gainsight, join those workflows and key business processes together.

So the business user or the agent can actually take action on that workflow or take action on that insight directly within the flow of work. And all of this is powered by the open headless architecture that we talked about. So across the system of context, which is all of the data and insight about your customer and about how you're using Salesforce or Gainsight or the various different platforms, across the system of work, the application layer where that workflow is taking place, across the system of agency, that's the stack for the agenda workflow, and across the system of engagement is where that all gets surfaced, where all of that insight can get surfaced. So the business user or the agent can take action on the insight that's being surfaced.

Specifically what this slide is showing to go into a little bit more detail, is Salesforce is wrapping all of our APIs into MCP tools. And we're making our platform open and extensible, not just for our partner ecosystem, but also for all of our end customers. So when you wanna build a specific workflow, specific connection, have an agent take a specific action, we have the safe and governed MCP tools that enable you to do that at scale. And also enable our partner ecosystem inclusive of Gainsight to build really rich agenda experiences that are available to you to deploy inside your organization and get to market fast with quick and easy solutions, purpose built for your organization.

Now, all of those partner built solutions, inclusive of Gainsights are available on the agent exchange which is our unified marketplace. So we launched about a month ago at Trailhead DX, our rebranded unified marketplace experiences. So the agent exchange brings together the agent exchange, the app exchange and the Slack marketplace into a single marketplace that our customers can go to discover partner solutions that deepen and extend their Salesforce experience inclusive of Gainsight. And now what will be available on the agent exchange marketplace are things like partners, MCP servers, right?

In addition to traditional apps, traditional agents and traditional connectors that you can access and then install on your org. Something that we also launched last month on the agent exchange is the ability for you as a customer to purchase partner solutions right from the agent exchange itself. So you can request an offer from a partner. They can send that offer to your My Account and then Salesforce will facilitate all of the order generation, the provisioning and the billing of licenses on behalf of the partner on Salesforce paper, all operated seamlessly from your My Account instance in Salesforce.

This feature just went GA. We've got about five to 10 partners who are live with the private offer capability on the agent exchange today and are super excited to extend that ecosystem throughout this year. So making it much, much easier than ever before for you to purchase solutions that deepen and extend your investment in Salesforce and really augment and continue to expand the ways in which you're using Salesforce to deliver business outcomes for your customers. Okay.

With that, I think we're moving to the Q and A section. Perfect. Quickly channel my five year old and say it's time for some questions. Right, so you guys can submit your questions through Slido but just to get us started, to give you guys a couple of minutes.

I have one for you, Lisa. So as we saw with the show of hands, most of the people here in the room have both gains site and Salesforce. So I'm sure they're wondering what's different this year. What was not possible last year and what's truly different that they can go back to their companies and start discussing and start deploying.

Sounds good. So I think you saw in some of the previous slides and in some of the demos earlier, what's always or what's for a long time been true is that within a Salesforce instance, the user in Salesforce can see and experience all of the key data and insights from gains site right within their Salesforce environment, right? What we're announcing in terms of our direction of travel and what's kind of new and where we're kind of evolving the partnership going forward is all about turning those insights that are available to the user into action that the user can take. And that action can take two forms.

One form, you saw the amazing screenshot where the user can ask questions of the data through agent force, so the data is actually intelligent and the user fails force instead of hunting and pecking for the information cast, the questions and get it served to them. And then another version of that is where insight or the action is actually served directly to the user in Slack or it's somewhere else, wherever the flow of work, wherever the user interfaces, meaning that instead of kind of waiting for the account executive or waiting for the renewal manager or waiting for the customer success manager to take a specific action or hunt through a series of data, you can actually feed directly to them action that you want them to take based on the data that's available to them. So I think it's really about taking all this rich data that you have access to through the game site platform and turning it into intelligence and insights where we're directing the user to take action versus waiting for them to take action. And that's all really powered by AI.

Now also just add from a game site perspective, we're looking at it as three layers. There is the UI layer, where we have always had an amazing window from inside Salesforce, but we're making that window better and richer and showing only relevant data to sales. So just to give you an example, if someone's working on a renewable opportunity, we can actually show you data just based on the products getting renewed and not everything in the system. The second layer is data, where we have invested in true real time bi-directional integration.

And then finally, agentic, where through agent force on the fly, you can ask questions, you can pull data from your CRM sales force, gain site, external sources, and get all the questions answered, whether it's the CSM or the account executive living inside Salesforce. Now, speaking of agentic, Lisa, everyone uses the word, everyone almost abuses the word. How is an agentic integration, and that's what we have through agent force, different from a traditional API based integration, and why should it matter to people? I mean, the differentiator with agentic is that you're leveraging the LLMs for the reasoning layer on top.

What Salesforce and gain site and platforms have always been really good at is all that deterministic workflow. And so many of you have been customers of gain site or Salesforce for a long time, you've probably built years and years and years of deterministic workflow into the platform, which is amazing, because that is super hard to recreate on the fly. What the LLMs or the agentic capabilities allow us to do is kind of wrap that workflow now with intelligence, so that we can start to, based on insights that the agent is seeing in the data, surface recommendations to the user on what workflow they should take, based on the workflow that already exists in the platform. And prior to the LLMs, and prior to the agentic capabilities being available, there was deterministic workflow, if this, then that, of course, types of statements, but now when you layer in the reasoning, you can use the reasoning engine to bring in the intelligence and automate some of that activity, automate some of those insights, kind of really supercharge as a revenue organization.

Thank you. I'm not sure if Slido is working, so if anyone has a question, just shout it out, and I can repeat it to the audience. Just in the meantime, I have maybe, oh, we have a question, okay, awesome. (audience member speaking off mic) Cool.

(audience member speaking off mic) I mean, I think it's a great question, because part of the value of working with a technology stack like Salesforce is you're getting the roles based permission and trust and governance that's kind of, years and years of permissions that you've built into the platform, inherited into the next gen architecture, the next gen kind of business process that you want a user to flow. I'd be interested to understand what didn't work from a security perspective. Can you describe that a little further? (audience member speaking off mic) (audience member speaking off mic) I think it's worth, again, with a platform like Salesforce and platforms like Gainsight, part of the value is you're inheriting that roles based permission set, and then connecting to the MCP tools that we have available, right?

You're exposing exactly what can be accessed by a user or by the reciprocal server inside of that tool set. So I would love to maybe talk with you offline about specifically what was set up and what you found work versus not work, because obviously that's not the design. I can comment on the intent, because when we were building the Agent Force integration, I think the main reason why the MCP client GA got delayed so much was to make sure there is user level permissions, user level auth, and we understand who the person is who's asking the question. And then on the Gainsight side also, we honor those permissions.

So the intent is there, again, we'll have to look into the specific use case. Okay, I think I got the mic working now. Thank you for being loud. I am not at all that loud and you would not have been able to hear me.

I have the Slido questions up. I know we had some, oh, wait. Cool, all right, I jinxed it. We're good now.

You guys are great. Okay, awesome. What are the Gainsight CS user license requirements to show Gainsight data in Salesforce? Viewer license at a minimum, yes.

You at least need a viewer license, and then the rest of the permissions are automatically honored, but you will need a license and an ability to auth into Gainsight, so then we can safely start exposing Gainsight data to you. We already use Gainsight and Salesforce together. What does Agent Force actually change for us? I think you might have answered that already, so we'll skip that one.

We get stuck on AI approvals. Don't be all. How do we get things like MCP or Agent Force through IT? What's been working for others?

What a great question. Does anyone in the room wanna answer that? Does anyone in the room have a perspective on it? We need help too.

Yeah. Just having dealt with a lot of AI approvals from the staircase days. So basically you don't only have IT, you have legal and privacy, and then depending on your geography, if you're North America or Europe, it might get a little more sensitive over there. So you gotta get your counsel on board and you just gotta work together, have a business case, work with legal and IT together to make that forward, make that move forward.

I'm sure both on Salesforce, I know on Gainsight, we have teams that can match. So you're legal with our legal data with data, IT with IT, to make sure that all those, at the end of the day, you just gotta fill in all those check boxes. And then in some cases, you might have to run some testing, but that's, everyone's experiencing that. And I will say that what we're seeing in general is there's heightened trend of sensitivity around security because of AI.

So that's normal and we were seeing that across the board. So that's, there's no secret sauce here, unfortunately, but that's what you gotta do. You gotta rally the right teams internally. All right, just going down the list.

How will Gainsight continue to use their case with this integration or any other AI models such as Glean? So Staircase is equally integrated into Salesforce. We have both CS and Staircase MCPs live. And Staircase also has a UI inside of Salesforce and that will continue to be supported.

And in some sense, we're also going headless. So we have an integration into Glean, into Agentforce, Clorch, GPT, Gemini, at least the enterprise version. I know there are certain nuances, but that will continue to be the case as to how we integrate Staircase. Okay, in order to use the Agentforce MCP, does Gainsight data have to be inside Salesforce objects?

No. So that's the whole magic. You can remotely access Gainsight data such as CTA, success plans, timeline activities, health information. You can do trending over time and it's all zero copy.

And that's why this experience is actually so magical because you can freely extract data, but know that it's not always just raw data because there is some intelligence that we ship as part of the MCP server where it knows in what sequence to go. Just to give an example, it does look at what templates and types you have set up in Gainsight CS and what attributes matter. And therefore in a subsequent query, it's gonna only give you those CTA attributes and those success plan attributes. So it's raw data plus some intelligence.

And then you can use Clord and GPT to kind of experiment as much as you want, but obviously safely, that's super important. What actual data is available for Salesforce to pull in? Yeah, it's everything. So it's company, relationship data, timeline, CTAs, success plans, scorecards, everything that MCP server supports today.

Plus if you plug in the Staircase MCP, then you can think of it as a smart endpoint. It will give you an answer. And then what I've seen some customers do is to kind of combine both, get the answer directly from Staircase and raw data from CS and then do the insight on top of it. Can lead to some amazing results.

But all of those sources are supported. What are the implications of existing integrations between Salesforce and Gainsight? We use Snowflake between the two systems. So with Snowflake, we do have zero copy integration.

And we're trying to do something with Data360 as well. So if Snowflake is plugged into Data360, there might be something we can do there. But we, both the systems, both the platforms, do support zero copy with Snowflake. I was just gonna add what you said, which is Salesforce Data360 does support zero copy with Snowflake.

Yeah. And just the idea there, because we didn't announce it, because we're still working on it, but should be ready soon is we're trying to find a way to expose Gainsight data through Data360 as well. So if you use Tableau Analytics or CRM Analytics, that the sales team depends on, or leadership depends on, we want to make the Gainsight data available, zero copy, in addition to the MCP approach. How are revenue teams using MCP?

We're pretty early. I guess everyone's early, but do you have any thoughts? Yeah, I think it's less about how are they using MCP and more about how are they, what actions are they, how are they using AI to take burden off the revenue teams, and get the revenue teams focused on the highest value leads and the highest value opportunities? What's amazing about tools like MCP is now, through MCP, you can more easily bring data and workflow from Gainsight, or any other third-party platform that you use to run your business, into the single place where, or the main place where your revenue teams are living, be that Salesforce, be that Slack, be that another system we hope it's Salesforce, or we hope it's Slack, right?

And then with AI, not just bring the data in, but tell the revenue teams, tell the account executives, these are your top leads, these are your top opportunities, right in their flow of work. So rather having the revenue teams go search through all the data, using AI, using these new integration protocols to bring that data inside the revenue teams kind of flow of work into a way that's actionable for them, and directing them on the action to take, or using maybe an agent to take some of that action, right, to augment the flow of work for the account executive or the renewal manager. I think it's a great, if it's a topic that folks are struggling with or trying to think about, okay, what's the next iteration of my revenue and customer success team, how do I use AI to augment my team, how do I use AI to make them more productive, and both Salesforce and the Gainsight team would welcome the opportunity to sit down and partner with you to map that out. Okay, can you speak more about what data or information from Gainsight account executives actually find beneficial?

So we have some thoughts, and based on those thoughts, we've prepared some demos that you must have seen during the keynote and even in the screenshots, but obviously, like with most things, we need your feedback so we can design this together. But the thoughts that we have jointly with Salesforce is it'll be super useful to surface risks, relevant risks, expansion opportunities, many of you push usage, adoption data, consumption data into Gainsight. That is super useful for account executives. But these are just some examples.

As you start exploring, the whole idea here is to develop together, and as we get more ideas, we'll be able to support pretty quickly. But we think all these risk and expansion insights are available in Gainsight, and that is super, super useful based on our conversation so far. Does Agent Force also work with Gainsight PX data? Yeah, so you saw today morning that the PXMCP server is coming out soon as well, so as soon as that comes out, we'll be able to plug it into Agent Force.

And once we've done some kind of initial experimentation, we'll be able to publish some documentation, some use cases. But it can be-- again, going back to my point on adoption and usage, you may not even have to load everything in Gainsight CS. Obviously, it's a mix of push and pull. You do want to push some data, build dashboards.

But imagine pulling from Salesforce, pulling from Gainsight, pulling from PX, and Scale Jar all together into one Agent Force agent. Could actually be quite magical. [VIDEO PLAYBACK] My revenue team is stretched thin, both in sales and CS. How do more CS opportunities get worked without adding too much to seller's plates?

I think we answered a version of this in one of the prior questions. But maybe something I would also add is thinking about how you use agents. How do you leverage some of the deterministic workflows that you've already built into Salesforce or Gainsight to start to use agents to maybe pre-qualify some of the opportunities if your teams are overwhelmed? So a good example that's sort of a parallel to this is one of the things that we've done with Salesforce is we've got an amazing marketing machine who, for years and years, has generated thousands and thousands and millions and millions of leads for Salesforce.

But we've, as a company, always been hamstrung by the number of people we have to call all of those leads back, right? Now, we have a sales development agent that goes and pre-qualifies or calls those customers back, emails those agents back, and starts to early work some of those leads. And then once those leads get more, can hand them over into a BDR, hand them over into a account executive who can go close the deal, right? And maybe probably soon, an agent might close that whole deal in a self-service workflow.

And that's been an amazing unlock for our company, because previously, those were leads that we just couldn't get to because we have so many leads that come in from all of our conferences and events and marketing activity. But now, with agents, we're able to basically unlock time savings for our account executives, feed them higher quality leads that they can go close. So I really think what AI does is offer this opportunity for all of us to help think about how do we optimize the workflow of our sellers and our customer success and renewal managers, give them better leads, give them better opportunities, and really qualify some of those so that when we're handing it over, they can just go close a deal or close an upsell or save a customer. And I think segmentation also becomes super important, because if some of these are long tail, you can just buy again site Atlas, have the agents do the work for you.

But obviously, qualification, the more you can qualify, the more context you can provide, the more efficient the sales team will be, to Lisa's point. This one's long. [INAUDIBLE] I think that the reps can also get more productivity just by [INAUDIBLE] Yeah, absolutely. I think that's-- So for audience to convince sellers.

I think one of the things that we found is there-- and anyone who's a front line person, I think we're kind of all in customer success or really all in sales, however you want to frame it. But I think any one of us can relate to the idea that if you make it easier for me to do my job, because you're handing me insights or you're handing me the thing to save versus asking me to go hunt for all that data, you're making my life as a seller much easier, and in turn, making my customers more successful and generating more revenue. You might have asked this question, Peter. It's on how does Salesforce enable outcome-based contracts?

So kind of similar to what you were asking, that Gainsight is offering. We have a couple for our-- Agenic products in particular, we actually have three different pricing models. One is outcomes-based. It's called our conversation pricing, where we price not based on consumption, but by conversations that occur in a thread that's very oriented towards a service-oriented use case.

The second is we price consumptively, so customers can purchase. And there's a couple different flavors of this, but they can purchase what we call flex credits or agentic consumption from Salesforce, and they can use that to power all the agentic work that they do through our agent force platform or our data cloud platform. And then we've got a third flavor of that agreement. We call their ALA agreements, and those are where a customer may purchase more unlimited usage across the entire Salesforce platform or agentic platform to give them a little bit more flexibility in terms of how they're utilizing the technology.

So we've got a couple different ways in which we've priced our products and happy to talk further about what that could look like for a customer in the room. That's interesting. There's a question on how the write back from Gainsight to Salesforce changes. So we are working with Salesforce to figure out how some of those limits can go away, because I know real time saying back and forth is a little painful right now.

But with these new initiatives, some of the need to write back might just go away, because through agent force, if sellers can just ask questions, maybe not everything has to sync back. And then going back to the initiative on data 360, I think is one more way of having gainsite data available in a zero copy manner. So we're trying to improve our existing integration, but then also trying to figure out what are the newer, more modern zero copy ways of giving people access, which includes agent force and data 360. So there's no dev effort on the iframe integration, but there will be some configuration work where we can work with you to apply appropriate filters.

Obviously, the layouts change because the new iframes are modular. So you can have different lightning web components. You can expose different parts. So those layouts might have to evolve.

But in terms of showing relevant data, most of that is just gainsite configuration. It feels like the software industry is shifting as a whole to have LLMs be the end user front end. And then traditional software packages are the back end system via MCP connections. Thoughts?

I think it's a really interesting question. And I think when Mark Benioff, our CEO, talked about this on our earnings call yesterday, but when he noted to the market about a month ago that Salesforce was going headless, the response was pretty phenomenal. And you've actually seen a number of software companies actually follow the lead that Salesforce has taken. And I think what that indicates and the position that Salesforce is taking really is, look, we've got amazing products.

We've got amazing UI. We've got places like Slack and Agent Force, where we've got a tremendous amount of customer usage and adoption of the UI itself. But there may be other customers that want to work in Clod, or they want to work in Jet GPT, or they want to take an action in one interface and gainsite and take another, another team is taking an action inside of Lightning. And we as technology providers are trying to help our customers deliver outcomes in their flow of work.

Whether that flow of work is Slack or it's Lightning, or it's gainsite or Clod or Jet GPT, our goal as an organization is to help our customers get to the outcome. And so if we kind of focus our orientation around our North Star, which is our customer success, I know you all kind of share the sentiment in the room, we'll make our customers successful and in turn our companies will be successful as well. So I think it's a, I think it's in, you know, probably an apt observation. And I think a lot of the technology industry, but certainly not all the technology industry has acknowledged that interoperability and workflow interoperability for humans and or agents and allowing users to, business users and agents to operate in the systems that they want to operate in, will just deliver more outcomes and more success for everyone.

Some of this kind of goes back to the age old UX principle of going where users are. And right now users are everywhere, which is fine. I think we're kind of going through a phase of divergence. At some point people will converge towards fewer interfaces, but it's all good.

I think this experimentation is nice and we want to support as much as possible. I'm sure for everybody in the room, who's ever struggled with getting an account executive to update a field or update an opportunity or share information back after they went to a customer visit, like it can be hard, right? Now if that account executive loves working in chat GPT or they love, you know, working in Slackbot and all that information can be synced back to the system where their team members are working in, we are all just gonna use software more than ever before. If you're making it so simple for the user to interact with the software, they're going to continue to use it and that just enables us all to be more connected and deliver better outcomes faster.

There's a question on licensing and cost. So from the gain side, there is no additional cost. The MCP comes included. Any thoughts on like from the agent force side, what do people get?

Is it only on certain tiers or anything you can share there? I think our, I'm happy to have a conversation about that. I think our pricing is generally publicly available. It may evolve over time as things always do, but pricing is publicly available today.

How do you get buy-in from sales leaders to understand how this is mutually beneficial and once you have the buy-in, how are you ensuring the sellers are providing quality information? Yeah, it's tough to get sellers to provide quality information. I think there's sort of a common theme here, which is if you rally around like a business case in your organization around how you want the experience for revenue leaders, customer success leaders, maybe even support leaders like anybody who touches the customer to unify or on a set of business principles and then you get your leadership bought in, that also makes it much easier as Orian was mentioning earlier to get through the legal and procurement process and justify the need for a new set of tooling or a gentric workflow, et cetera. So I think that's kind of the thesis.

We're also doing some experimentation with general validations and scales and like we all know, MCP as a protocol is evolving. Some are saying scales will become a part of the protocol. So I think some of this is just getting alignment on what those kind of principles are to Lisa's point and then we can codify maybe as a scale or within the MCP server there could potentially be some validations but we're also learning and experimenting. So we'll hopefully solve this together and with that we are out of time.

So thank you, thank you so much.