Whether you call it customer experience, enablement, education, or success—one thing’s clear: silos are out, and unified ecosystems are in.
Join Unplugged: Digital Customer Success as we cut through the theory and dig into what actually works. Real talk from the folks building and executing day in, day out—all led by the vision digital success experts.
From launching AI workflows to scaling community and academy programs, these are the pioneers shaping the future of digital success—one connected customer journey at a time. Because your customers don’t care who owns what. They just want answers when they need them—whether it’s a course, a chat, a help article, or an in-app nudge.
Join Erica Kuhl, Gainsight’s EVP and GM of Community, Education, and Product Experience, as she shares her vision for the evolving role of Digital Customer Success. She’ll highlight where Gainsight is placing its biggest bets and investments across Community, Education, and Product Experience—and unveil the product vision shaping the future. Gain an inside look at where the industry, and Gainsight, is headed, and how you can prepare your own strategy.
Erica Kuhl, EVP & GM, Community, Education, and PX, Gainsight
Joris Dieben, SVP, Product, Community, Education, and PX, Gainsight
We’re showcasing some of our favorite academies and communities—showing you what separates the good from the great. In this session, we’ll highlight standout examples, common pitfalls, and actionable strategies you can use to elevate your own programs. You’ll walk away with inspiration, proven practices, and constructive critiques to apply to your digital customer programs.
Jon Wishart, VP Community Strategy & Growth, Gainsight
Joe McCarthy, Director, Community, Klaviyo
Adrianne Poole, Sr. Director, Customer Education, Klaviyo
Most orgs try to scale with patchwork systems and blurred responsibilities. The result? Burnout, bloated tech stacks, and a lot of finger-pointing. This panel brings together leaders who’ve actually made the shift—from siloed functions to integrated ecosystems. They’ll share how they realigned roles, cut redundant tools, and built frameworks for content, KPIs, and AI-driven delivery that actually stick. Plus, frameworks you can walk away with to put theory into action.
Caroline Van Dyke, Head of Content Strategy, Gainsight
Samantha Murray, Founder & CEO, AlignedCX
Brian Oblinger, Strategy Consultant, Brian Oblinger | Strategic Consulting
Tired of AI panels that talk big and show nothing? Same. This interactive session cuts the fluff and brings the receipts. We’re breaking down real-world use cases where AI is already making a difference in Customer Education and Community. Think live demos, lightning talks, and audience Q&A.
Rebecca Potter, Product Marketing Manager, Gainsight
Eric Mistry, Customer Success Manager & AI/ Automation Transformation Lead, Zapier
Anne Marie Rützou Bruntse, Scaled Program Manager, Airtable
Madeline Johannsen, Principal Program Manager, Community & Education
Airtable
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