Teradata and Gainsight: Delivering on an Elevated Customer Experience

Teradata is pleased to announce the successful implementation of Gainsight within our Customer Experience organization. This strategic integration underscores our commitment to innovation and our dedication to delivering exceptional customer experiences fueled by data and enabled by trusted AI.

Historically, our customer success management (CSM) teams managed their territories utilizing a variety of tools, including spreadsheets, PowerPoints, and SharePoint. These methods, while functional, presented challenges in obtaining a comprehensive view of our customers. At the leadership level, gaining insights into customer health, risk, growth, or satisfaction was complex.

With the new Gainsight integration, our teams are now equipped with the necessary tools to navigate the rapidly changing landscape of customer expectations. Gainsight’s platform, including Horizon AI—Gainsight’s AI-powered customer journey management system—provides insights into customer behaviors and preferences, empowering us to address their needs proactively. This advanced capability ensures that our responses are not only timely but also highly relevant and personalized, enhancing our service delivery. In a competitive and ever-fluctuating customer service environment, such resources are vital for sustaining our leadership in customer engagement and satisfaction.

The adoption of Gainsight has facilitated the creation of a systematic and operational framework for our early warning system (EWS). The platform’s advanced features provide essential insights that enable us to effectively manage our current operations and mitigate potential future risks. Moreover, Gainsight has significantly improved our business operations, leading to enhanced outcomes and increased efficiency.

We are also leveraging Gainsight’s AI-Powered Cheat Sheet, an innovative feature that offers a concise, AI-generated summary of key timeline entries recorded by our teams. This tool streamlines the review process, saving valuable time and offering a transparent view of an account’s status for both leadership and CSM teams.

The Gainsight Customer Success platform’s robust tools and analytics have afforded us deeper insights into customer interactions, enabling us to anticipate needs and customize our services to achieve excellence. These intuitive features have optimized our processes, improving both efficiency and impact. Through engagement with the Gainsight community, we’ve exchanged best practices and honed our strategies, solidifying our position as leaders in customer service excellence. Our ongoing collaboration with Gainsight reinforces our pledge to provide superior experiences, leveraging cutting-edge solutions that benefit our customers and set us apart in the technology sector.