Using AI and data to prioritize customer engagement

Josh asks how Rockwell creates efficiencies and Angel describes using Staircase and Renewal Center to shift from time-based to signal-driven outreach.

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How do you manage 100,000+ renewals or scale AI across thousands of CSMs? CS leaders share how they're tackling their biggest challenges and using technology to drive retention, adoption, and efficiency.

In this episode of the [Un]churned Podcast, Josh Schachter sits down with customer success leaders at the 2025 Gainsight Pulse Conference in Las Vegas to explore how they're tackling their biggest challenges - from managing massive renewal volumes to driving adoption at scale. Featuring CS executives from Rockwell Automation, Fleetio, Handshake, Boomi, Dellteck, and SAP, this episode reveals practical strategies for using AI to save time, improve efficiency, and deliver better customer outcomes.

What you'll learn:

1. How Rockwell Automation's CS team manages 100,000+ annual renewals with 300 team members across 85 recurring revenue products

2. Why AI-powered engagement signals are replacing time-based customer outreach

3. The importance of building trust in AI-powered insights before teams will adopt them

4. How to aggregate and visualize data from multiple systems to tell a coherent story to stakeholders

5. Why change management is critical when introducing new product features that alter established workflows

6. How relationship-level insights can reveal the full picture of multi-product customer health

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Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/

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Where to Find the guests:

- Angel Rogers - https://www.linkedin.com/in/angel-rogers-leader/