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Gainsight Inc.

Gainsight CS Release Notes January 2025

Gainsight Release Notes Version 6.44 contains the following subsections:

  1. Announcements: Describes important changes to the application that are implemented now or will be in the near future.
  2. New Features: Introductions to new features in the release.
  3. Enhancements (per module): Describes improvements made in the existing product capabilities.

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Titles Descriptions
Automatic Update
End users have access to the enhancement without Admin configuration.
Admin Controlled
Enhancement can be viewed only after the admin configures it in the product and makes it available for end users
Horizon Experience
This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
Gainsight Community
This symbol indicates that the enhancement originated as a customer suggestion from Gainsight Community.
AI Update
The feature or content within the feature has been generated using Gainsight AI.

Announcements

Staircase AI

Gainsight CS Expands AI Capabilities with Staircase AI Acquisition

Automatic Update

Gainsight Customer Success (CS) is excited to announce the acquisition of Staircase AI, a customer intelligence platform that enhances AI-driven insights.

Staircase AI empowers CSMs and admins by analyzing customer interactions across emails, support tickets, calls, messages, and meetings. This integration provides actionable insights to predict churn, identify growth opportunities, and strengthen customer relationships proactively.

IMPORTANT: Gainsight CS users with an active Staircase subscription can access the Staircase page directly within the Gainsight app for easy access. You can switch to the full Staircase experience using the Gainsight app switcher. This seamless integration, powered by single sign-on (SSO), ensures a secure and unified login experience.

For more information about the integration, refer to the Staircase AI section.

Known Issues Tracker

Exciting News - Known Issues Tracker Update!

We're always listening to your feedback and we're thrilled to share that our Known Issues Tracker will be available soon - providing more transparency and helping you stay informed on any ongoing issues. Keep an eye out in our Product Updates page on Community next week for the official update!

New Features

Staircase AI

Customer Success Integration with Staircase AI

Automatic Update

Gainsight introduces Staircase AI integration with CS products to help CSMs identify risks and opportunities hidden within customer communications. Staircase AI automatically analyzes customer interactions across email, meetings, and support channels, surfacing critical insights.  By integrating Staircase AI's (Staircase subscription required ) advanced communication analytics and AI-powered insights, Gainsight offers a more comprehensive view for customer success teams and executives.

This integration enhances customer health signals with real-time communication intelligence, robust customer health monitoring, proactive risk management, and uncovering new engagement opportunities.

Key Benefits of Staircase AI with Gainsight CS integration:

  • Enhanced Customer Health Monitoring: Enrich real-time communication analytics and sentiment tracking for earlier and more accurate risk detection.
  • Proactive Risk Management: Identify potential issues with AI-driven analysis insights to detect and address churn risks faster.
  • Actionable Growth Opportunities: Surface expansion opportunities by automatically identifying positive sentiment, feature requests, and buying signals in customer communications.
  • Unified Customer View: Centralize insights to improve decision-making for CS teams and executives.
  • Real-Time Sentiment Analysis: Track customer sentiment across all communication channels to enable timely interventions and relationship strengthening.
  • Improved Efficiency: Automate data analysis to reduce manual effort and focus on strategic priorities.

Executive dashboard showing metrics: engaged accounts, revenue, engaged owners, response time, and graphs for activity and revenue by health score. Powered by Staircase AI.jpg

With this release, Gainsight enables seamless Staircase AI integration across key features, that enhance customer success workflows and delivers actionable insights through the following areas:

  • C360 and P360: Gainsight has enhanced C360 and P360 views by integrating Staircase AI to provide real-time communication insights. This update allows customer success teams to see enriched customer health signals with historical data, providing a unified view of customer interactions, and enabling better decision-making.

    Key Highlights
    • Admins' View in Gainsight: Admins can view Staircase widgets in the C360 and P360 layout management which enables them to add these widgets for end users.
    • CSMs' Embedded Views: Customer Success Managers (CSMs) should experience seamless access to embedded Staircase pages within C360 (Account page) and P360 (Person page)’s Company view (Overview section will not have Staircase data), with content tailored to the respective companies.
    • SSO Integration and Navigation: For SSO-authenticated users, logging into Gainsight provides automatic access to Staircase AI sections, while external links open relevant pages in a new tab that preserves Gainsight's context.

C360 dashboard displaying account details for AlphaCorp, including status as active, tier as unassigned, and journey phase.jpg

  • Reports and Dashboards: Gainsight has upgraded Reports and Dashboards to include AI-driven analytics from Staircase AI, offering actionable insights into customer sentiment, engagement trends, and churn risks in a visually intuitive format.

    Key Highlights
    • Executive Dashboard: CSMs can access critical customer insights from their existing Gainsight dashboard.
    • Staircase Communication: CSMs can view detailed communication analysis from the left navigation pane.

Gainsight interface showing options for Staircase Communication and Staircase Reports under the Insights section.jpg

  • User Management: Gainsight has streamlined User Management by incorporating advanced role-based access controls for Staircase AI features, ensuring secure and efficient collaboration across teams.

    Key Highlights:
    • Automatic Admin Access for Super Admins: Super admins are granted admin-level access to Staircase automatically upon enabling the integration.
    • User Access Management through CS: Super admins can manage user access to Staircase, including adding or removing users, directly through Customer Success User Management.

User creation form with fields for username, email ID, time zone, locale, title, manager, and user role options, including Staircase Admin, Staircase Manager, and Staircase User, highlighted.jpg

For comprehensive details about the CS-Staircase integration and the functionalities introduced in this release, refer to the Staircase AI Overview article.

Connectors 2.0

Adoption Tracker

Admin Controlled
IMPORTANT: This feature will be available on February 5, 2025, along with relevant documents.

Adoption Tracker is a newly introduced feature in Gainsight Customer Success (CS) designed to natively support product usage analytics. To start using the Adoption Tracker, install the Gainsight Tag into your product to track its data, thereby enabling a streamlined usage data flow. This setup provides access to deeper customer insights and helps refine adoption and engagement strategies.

Key Functionalities:

  • Multi-Product Support: Track data for up to three products, with options for expansion through Gainsight support.
  • Customizable Feature Mapping: Map up to 50 features per product using an intuitive in-app product mapper for detailed analytics.
  • Enhanced User Identification: Associate usage data with specific users and accounts using Identify code and ID mapping, ensuring precise tracking.
  • Advanced Rule Creation: Create URL-based and UI element-based rules for tracking specific user actions or application events.
  • Reports and Dashboards: Build Reports and Dashboards for actionable insights into customer engagement and feature adoption.

Adoption Tracker.jpg

For more information on how to set up and use the adoption tracker, refer to the Adoption Tracker article.

Enhancements

Customer Success (CS)

Email Assist

[Know More]
Set Up Email Domains for Sending Emails
Admin Controlled

Gainsight admins now have the ability to manage and control email communication more effectively using the new From and Reply To fields. This update allows admins to define and enforce approved email domains for sending messages through Cockpit, P360, and Timeline. By standardizing email domains, organizations can ensure brand consistency, maintain compliance, and improve overall communication governance.

Key Functionalities:

  • Domain Management: Specify approved domains for sending emails in key areas.
  • Default Domains: Configure From and Reply To domains to standardize email addresses.
  • Lock Controls: Enforce compliance by locking or unlocking domain visibility for users.

Email configuration screen showing dropdowns for selecting default From and Reply To domains with lock icons to control visibility.

For more information on how to set up email domains for sending emails, refer to the Email Configuration Overview for Admins article.

Scorecards

[Know More]
Improved AI Scorecards
AI Update
Automatic Update
IMPORTANT: Previously in Open Beta, Optimize with AI is now Generally Available (GA) in production instances for all Gainsight customers.

Optimize with AI empowers Gainsight admins to create AI Scorecards backed by historical data, providing an accurate reflection of customer health.

Rebranding changes in the Scorecards admin area, namely, AI Scorecard and Optimize with AI.

What’s Improved?

Based on feedback received during Open Beta, we have introduced the following improvements with this release:

  • Reduced Minimum Record Requirements: The minimum number of records required to generate results is reduced from 30 records to 10 records. While Optimize with AI can generate results with 10 records, Gainsight recommends providing additional data to achieve optimal results.
  • Added Eligibility Check of Records:
    • A two-step eligibility check ensures the provided data meets the minimum record requirements before optimization begins.
    • An error message appears on hover if the record count is below 10, prompting admins to provide sufficient data.

Optimize with AI statuses on the Scorecard admin page. Two Optimize with AI statuses appearing when records analyzed are 7 and 23.

  • Included Analysis of New Measures: Optimize with AI now includes an analysis of new measures, providing renewal distribution insight into each measure’s predictive power.
  • Enhanced User Experience (UX) Content:
    • A set of new and improved button labels, tooltips, and hover messages enhances user experience.
    • Detailed error messages provide admins with clarity on how to overcome errors they encounter.

Improved and new user experience content in Scorecard administration, making it easier for Gainsight administrators to use Optimize with AI.

For more information on how to create an AI Scorecard using Optimize with AI, refer to the Optimize Scorecards with AI article.

Streamlined Enhancements for Scorecard Reports
Automatic Update

We have addressed several parity gaps in Scorecard reports to align them with the functionality of the Report Builder to ensure a more consistent and user-friendly experience. These enhancements apply to Scorecard Widgets, including Mass Edit and Habits reports.

Key Enhancements:

  • Report Renaming: Easily rename reports directly within the interface.
  • Drag and Drop Fields: Simplify customization by dragging fields into the Filter on Fields section.
  • Double-Click Field Addition: Quickly add fields to the Show Me section with a  double-click.
  • Inline Filtering: Apply filters directly within picklist fields.
  • Preserve Column Reordering: Retain column reordering in Scorecard Widgets for a more personalized experience.

For more information on Scorecard Widgets, refer to the Scorecard Widgets Overview article.

Timeline

[Know More]
Update Company or Relationship Context (Reparenting) of an Activity
Automatic Update

Gainsight Customer Success Managers (CSMs) can now change the company or relationship context of an existing timeline activity logged by themselves. This enhancement resolves a common challenge faced by CSMs, enabling them to correct the incorrectly mapped timeline activities without needing to raise support tickets.

We have added the Company/Relationship field in the Activity Editor to modify the context of an activity.

Activity Editor window with a modifiable Company/Relationship field for CSMs.What’s New for CSMs?

  • Edit Context: CSMs can now change the context (Company/Relationship) of timeline activities when editing an activity from Activity Editor.
  • Confirm Changes: A pop-up confirmation alerts users about the implications of context changes.
  • Activity Preservation: When the context is updated, critical fields such as Subject, Note, and Activity Date remain intact. 

Note:

  • Updating context (Reparenting) applies to timeline activities created for Company and Relationship and not to activities created for CTA, Success Plan and Scorecard.
  • Only the author of the activity can change the context of a timeline activity. 
  • The system automatically saves your drafts and keeps your edits intact, even if you change the activity context.
  • If a Timeline Activity has associated tasks, its context (Company/Relationship) cannot be modified.

For more information on how to change the context of a Timeline activity, refer to the Edit Activity section of the Activity Options article.

Customer Experience (CX)

Journey Orchestrator

[Know More]
Enhanced Email Bot Detection for Engagement Metric Accuracy
Automatic Update

Gainsight has implemented a phased enhancement to address false email engagement metrics caused by bot activity going forward. This improvement aims to filter out false events generated by automated systems and provide more reliable data for decision-making. The enhancement is introduced in two phases, with the latest update further refining bot detection mechanisms.

Phase one: Initial Bot Detection

Gainsight had globally implemented a fix, effective August 24, 2024, to address false click events caused by email bot activity. This enhancement introduced invisible links within emails to detect and log bot clicks, while identifying their IP addresses. These IPs were stored in Gainsight's system, and future events from them were ignored which ensures engagement metrics remain accurate. This fix applied to all Gainsight CS email functionalities, including Journey Orchestrator, Cockpit, People 360, and AI Intel in C360.

Phase two: Advanced Bot Detection Mechanisms

Building on the foundation established in phase one, this release introduces phase two with more sophisticated methods to detect and exclude bot activity:

  • Time Gap Analysis: The system now monitors the interval between email open or click event and send event. If this interval falls below a predefined threshold, the event is deemed bot-generated.
  • User-Agent String Monitoring: Gainsight analyzes user-agent strings, which are unique identifiers used by applications and browsers. Known bot user-agent patterns, for example Googlebot, Mozilla 5.0, and Barracuda 6.6.5 are flagged to exclude interactions from automated systems.

Key Benefits

This enhancement provides:

  • Accurate Metrics: Filters out bot-driven events for reliable analytics.
  • Comprehensive Coverage: Applies across Gainsight’s email functionalities.
  • Actionable Insights: Enables better customer engagement strategies.

Email analytics dashboard showing open rate (82.3%), click rate (17.4%), and bounce rate (1.9%).

For more information on email bot open-and-click detection and mitigation for metric accuracy, refer to the Bot Detection in Email Engagement Analytics article.

Platform

X-Org Migration

[Know More]
Enhanced Connector Mapping for X-Org Migration
Admin Controlled

To improve the success rate of X-Org migrations and address frequent errors caused by unmapped connectors, Gainsight has introduced a mandatory Connector Mapping step. This update ensures connectors are accurately mapped in the target organization before migration begins.

What’s Changed?

Connector Mapping is Now Mandatory: Admins must map connectors in the target organization before proceeding with the migration. This step is required to prevent migration failures due to unmapped or missing connectors.

Note: For a successful migration, admins must ensure the connector is created and authorized in the target tenant.

Connection mapping.jpg

For more information on how to migrate the connector job, refer to the X-Org Migration article.