Acquisition provides AI-generated insights from customer interactions across every channel, delivering instant value for revenue and post-sales leaders

Gainsight, the leading Customer Success platform, has announced a definitive agreement to acquire Staircase AI, a company specializing in AI-driven customer interaction analysis. This acquisition will introduce Staircase AI as a distinct offering within Gainsight’s expanding artificial intelligence (AI) portfolio, furthering the company’s mission to revolutionize Customer Success through advanced AI solutions.

• Gainsight's Leadership in AI for Customer Success:

  • Gainsight launched the first AI solutions for Customer Success in 2021.
  • Gainsight AI is trusted by over 500 customers globally, offering features like the new Gainsight Copilot.
  • The platform has generated millions of insights, including cheat sheets, meeting summaries, and survey analyses.

• Overview of Staircase AI:

  • Launched in 2021, Staircase AI analyzes customer interactions automatically without human intervention.
  • Integrates with email, chat, Slack, and ticketing systems to scan millions of interactions.
  • Extracts key customer signals such as sentiment, risk, and relationship strength to improve decision-making.
  • Trusted by global enterprises like Claroty, ServiceTitan, and Skai.

• Strategic Importance of the Acquisition:

  • Enhances Gainsight’s Human-First AI strategy by tapping into implicit signals within human interactions.
  • Provides an early warning system for customer health, reducing reliance on traditional, often unreliable, indicators.
  • Aims to eliminate blind spots in customer-facing operations.

• New Offering: Staircase AI by Gainsight:

  • Omni-channel Integration and Visibility:
    • Automatic logging and analysis of customer interactions across multiple channels.
    • Captures critical conversational signals from email, calendar, chat, Slack, CRM, and CS platforms.
  • Unbiased Customer Health and Risk Insights:
    • AI-generated real-time sentiment analysis, health scores, and early churn signals.
    • Provides a comprehensive view of relationship strength.
  • Multi-threaded Relationship Intelligence:
    • Analyzes complex interactions for qualitative insights and stakeholder alignment.
    • Offers relationship radars to track key customer relationships.
  • Executive Dashboards:
    • Summarizes customer health and team performance for better decision-making.
    • Generates reports on resource allocation, response times, and team efficiency.
  • Expansion Opportunity Detection:
    • Identifies engaged customers ready for business expansion, targeting high-potential accounts.
  • Real-Time Alerts and Notifications:
    • Sends instant alerts on critical customer issues via Slack and email for immediate action.
  • Rapid Implementation and Security:
    • Provides full functionality in one day, meeting enterprise-grade security requirements.

• Market Availability and Future Plans:

  • Staircase AI by Gainsight is available for purchase by any company, not limited to existing Gainsight customers.
  • Gainsight plans to continue innovating and integrating Staircase AI with other products in its portfolio.

The acquisition of Staircase AI by Gainsight marks a significant step forward in the evolution of Customer Success technology. By integrating Staircase AI’s advanced capabilities into its Human-First AI strategy, Gainsight is poised to provide even more powerful tools for understanding and improving customer relationships. This acquisition not only strengthens Gainsight’s position as a leader in AI-driven Customer Success but also offers immediate, actionable insights that drive growth and enhance customer satisfaction.