Takeaways: - Gainsight PX is helping businesses, like Kount, deliver world-class customer experiences - Putting your product at the center of the customer experience enables personalization and scale - Elite product analytics and the ability to engage users in your product and give product, CS, and PX team's the ability to craft and evolve that experience.

1. 5 Ways to Enhance the Customer
Experience with Gainsight PX
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5 Ways Gainsight PX Enabled
Kount to Enhance the
Customer Experience

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
ADD TWO SPEAKERS.
Customer Experience Leader
Kount
Brooke Cantwell Matthew Wasley
Product Marketing | PX
Gainsight

8. © Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
TODAY’S AGENDA.
1 The Importance of Product Experience
Your product is the common thread throughout the customer journey.
About Kount
Background
How Kount is Putting Product at the Heart of Customer Experience
With Brooke Cantwell
Key Takeaways + Q&A
Ask your questions!
2
3
4

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
The Importance of Product Experience

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
“Product-led growth companies are those with high-quality
product experiences, prompting customers to use them often and
share them with their networks.”
Product Experience is Taking Off 🚀
$10Billion
How to Grow as Fast as Slack:
2.5 Years to $100M in ARR
How Atlassian Built a
$10 Billion Growth Engine
2.5yrs
5
Shopify made it simple for
merchants to start selling digitally.
2.1Million DAU

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
How Does Product Experience Fit In?
Digital Transformation
An increase in customer retention by 5%
can lift profits by at least 25%
How do we create more long term value for
our business, and customers?
Product Adoption
85% say product usage is a key indicator of
potential churn or renewal.
How do we get customers to use our
product(s)?
Product-Led Growth
Since January 2020, PLG companies have
out performed standard Saas growth by 2x.
How do we put our product at the center of
our customer experience?
Increasing ROI of R&D
Studies impactful R&D programs help the
business sustain >40% growth rates.
How do we prioritize what to build next?
The Challenge 🏔 The PX Payoff 💰
The Initiative ✅

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A Flywheel Powered by Product
Tie the customer journey to product experience
Expansion of Use Cases Driven by
the Product
Value from the Product Using the product
TTV through Product
Onboarding
Adoption
Retention
Growth
Customer

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
About Kount

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Kount, an Equifax
Company
● 30+ patents in fraud
prevention
● Protecting over 9,000
brands globally
● 32+ billion annual
interactions
● Multi-product suite of SaaS
applications

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Driving Effective Onboarding

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● Accelerating training time
● Automating NPS
● Intiatiating re-adoption at
user turnover
Driving Effective
Onboarding

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Long-term Value & Product Adoption

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Long-term Value & Product Adoption
● The results of building
with inadequate
customer input
● Building data-driven
roadmaps
● Gaining support across
the organization

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Ongoing Personalized & Contextual Support

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Ongoing Personalized &
Contextual Support
● Constantly guiding users to
value with engagements
● Page responsive “smart”
Knowledge Bots
● Timely, triggered, relevant
content strategy
I just logged into the dashboard, and
there was this radiating dot in the Alerts
box. That is a genius way to get people
to pay attention to changes!! I feel like
human nature is “I HAVE TO CLICK ON
THE DOT!!
*
*Example of hot spot engagement

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Voice of Customer & Data Driven Decisions

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Voice of Customer &
Data Driven Decisions
● Prioritize supported systems
● Schedule IT interruptions around
customer usage
● Deprecate legacy features
● Gather feedback in the moment
● Create customer target lists

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Ensuring Customer Success

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Ensuring Customer Success
● Orchestrated
touchpoints &
communications
● Leveraging product
usage as a component
of customer health
*Example screenshot of customer health / scorecard - not actual Kount data..

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Key Takeaways
1. A world class Product Experience is required for world class
customer experiences
2. Personalized onboarding is critical to drive TTV
3. Engaging people using your product is required for scalable
long term adoption
4. The first line of support needs to happen in the product
5. Product & customer success need to work together, share data
& insights

26. © Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Start building your product
experience with Gainsight PX, for
free, today.

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
Q&A

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© Copyright 2020, Gainsight, Inc., All rights reserved. CONFIDENTIAL.
THE END.
THANKS FOR WATCHING!

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