Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100

About this episode

Chuck Ganapathi discusses the future of customer success and the impact of technology shifts in this milestone episode.

Welcome to episode 100! I’m joined by Chuck Ganapathi, Gainsight’s new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now. We start with Chuck’s career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight’s early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are...

People in this episode

Host: Alex Turkovic

Guest: Chuck Ganapathi

Topics covered

• customer success
• AI
• leadership
• business strategy
• technology shifts

Keywords

• customer success
• AI agents
• RaaS
• leadership
• Gainsight
• Salesforce
• technology

Mentioned in this episode

Organizations: Gainsight, Salesforce, SAP CX, Microsoft Dynamics

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