Industry Resources 

Artificial Intelligence is not being deployed as a single, coordinated initiative. It is emerging as a multi-layered, fragmented operating system across the enterprise — SaaS platforms embedding AI, IT building internal capabilities, business units experimenting independently, and employees leveraging AI tools in untracked, informal ways. The result is not just automation. It is the real-time redesign of work itself — happening without centralized ownership, visibility, or c

“PS isn’t shrinking; it’s expanding—into creative, strategic functions that sit closer to revenue and retention.”

Discover how AI and automation are transforming professional services in our latest thought leadership piece, Reimagining Professional Services: AI, Automation, and the Road Ahead. Learn how leading organizations are streamlining operations, maximizing billable time, and building scalable, efficient delivery models using AI-driven insights and automation strategies. From smarter resource allocation to automated project workflows, this guide offers actionable ideas to help you

Do you find that sometimes the day-to-day maintenance of Gainsight takes a back burner, or that you don't have time to focus on enhancements because your team is working on other priorities? Outsourcing your Gainsight administration may be the solution.

Automation with intention is looking at automation opportunities with the mindset that you need to focus both on what you should and should

Optimizing consultant utilization remains one of the most critical—and challenging—tasks for Professional Services (PS) organization leaders

I’ll share effective strategies we've used with our customers to design purposeful, engaging surveys and tips to boost response rates.

In today's competitive market, understanding your customers' needs and expectations is critical.

Nobody likes change. Change is often met with resistance because it disrupts the familiar and introduces uncertainty. Whether it's a shift in processes, technologies, or organizational structures, the human tendency is to prefer stability and predictability. So as a team leader facing change, it is important for you to incorporate effective and proven change management strategies into your rollout. In the realm of change management and training programs, there are four pilla

While it is common sense that everyone in an organization wants happy customers and great customer experiences, sometimes conflicts arise...

Customer health scores are vital metrics for any customer success (CS) organization, serving as a North Star indicator of customer satisfaction and value. They gauge whether customers are receiving the expected benefits from products or services, guiding teams from reactive to proactive approaches, and ultimately boosting retention and revenue. But, how do you know if your scorecard is hitting or missing the mark - and allowing you to drive informed decision-making and facili

This article discusses a framework for operationalizing outcomes and delves into four essential principles to achieve impactful results.

Whether you're a seasoned professional venturing into a new territory or a visionary leader initiating a CS Ops function from scratch, these

Effective change management empowers your team to successfully adopt organizational changes. And in turn, effective adoption leads to...

Are you going to Gainsight's Pulse in May? If so, we would love to connect at one (or all) of these three great opportunities. 1. Join...

Are you achieving the Return on Investment (ROI) that you set out to achieve when you initially purchased Gainsight? This question is...

As companies try to overcome inefficiencies, many Customer Success (CS) organizations are looking to automate tasks that can help win...

A customer health score is a metric about how your customers are interacting with your organization, and it is used to determine accounts...