Horizon Experience FAQ

What is the Horizon Experience?

Horizon Experience is Gainsight’s simple and intuitive product experience, designed to reduce time to value and admin effort, and streamline end-user experience. In 2020, many primary user-facing modules were revamped with Horizon Experience. You can view it in action across the Mobile experience and applications such as Rules Engine, Data Designer, and Renewal Center. Horizon Experience includes a design system and a technical component library to ensure consistency across modules and platforms.

Check out this 1-min. video for a glimpse of the Horizon Experience in the Gainsight applications!

How is this different from NXT?

Gainsight NXT provides the platform’s core business logic and data architecture, making the system fast, flexible, and scalable. Horizon Experience delivers a modern and consistent user interface across Gainsight products. While NXT powers the backend,  Horizon Experience enhances the frontend. Together, they create a seamless and powerful user experience.

Can customers see the Horizon Experience in the product today? Where?

Yes. Customers see the horizon Experience is several Gainsight modules such as Renewal Center, Rules Engine, as well as Data Designer. Gainsight mobile has used Horizon Experience since its initial release in 2019. GS Assist Chrome and Outlook plugins also follow the Horizon Experience design.

Which features are reimagined in Horizon Experience?

Many Gainsight modules use Horizon Experience. These include key end-user features such as Timeline, Cockpit, C360, Journey Orchestrator, Success Plans, and Gainsight Home. Admin modules such as Reports and Dashboards, Admin Navigation, and Data Management also follow Horizon design, creating a consistent and intuitive experience across much of the platform.

Where can I find the latest updates and feature information?

Check the Gainsight Community’s Product News and Updates topic, release notes, and release video highlights for detailed information on new and updated features.

Can I switch back to the classic view after the Horizon Experience update?

No. Horizon Experience fully replaces the classic view and does not include a toggle option. It introduces significant usability improvements and new features across product areas. The transition is complete and requires no setup or action from your Gainsight Admin.

What if I do not want to use Horizon Experience?

Horizon Experience is the standard Gainsight interface and cannot be switched back to the classic view. Gainsight designed it based on user feedback and real usage data to maintain familiar workflows and improve usability. Users find the updated design easier to navigate and more efficient to use.

How did Gainsight design and validate the Horizon Experience?

Gainsight designed Horizon Experience based on user feedback, usage data, and usability testing. Key features were tested through limited-access beta programs before release, ensuring the experience aligns with real customer needs.