This is CX, Episode 61: The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta

In this episode, Mike and Paul speak with Gainsight CEO, Nick Mehta, to discuss the merging worlds of customer experience and customer success and how COVID-19 is impacting these functions. Listen to hear:

• Mehta’s origin story
• His point of view on customer success (CS) and how it exists within organizations as a capability and function
• Why organizations need to focus on customer outcomes and measurement best practices
• Common challenges organizations face when considering a CS technology solution
• How CS technology is different from traditional CRM and CXM solutions

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.