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Insights UnlockedAuthor: UserTesting
What does it take to create experiences customers love, craft campaigns that captivate, and drive measurable results? Insights Unlocked features candid conversations with the builders, creators, and innovators driving some of the worlds most impactful digital transformations. Tailored for marketing, product, UX and CX leaders, each episode delivers actionable insights to help you create customer-first strategies and stay ahead in todays competitive landscape. Each episode is about 30 minutes long. From optimizing product launches to leveraging AI for smarter workflows, Insights Unlocked is your go-to resource for designing experiences that resonate, drive loyalty, and achieve business results. Guests include influential leaders like Brian Solis, April Dunford, Kate Towsey, Jacob Nielsen, Teresa Torres, and Judd Antin among others, offering their expertise in CX, UX, and innovation. The podcast also highlights strategies and success stories from leading brands such as Verizon, Signet Jewelers, Figma, Microsoft, Tesco Bank, and more. UserTesting leaders and industry experts join as guest hosts, alongside show producer Nathan Isaacs, award-winning journalist and Senior Manager of Content Production at UserTesting. Brought to you by UserTesting, the leader in human insights and proactive customer experience strategies, Insights Unlocked empowers CMOs and marketing teams to craft experiences that drive growth, loyalty, and impact. Listen and subscribe wherever you get your podcasts. Show notes, curated clips and more at usertesting.com/podcast. Language: en Genres: Business, Entrepreneurship, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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From SaaS to retention as a service: how AI is changing customer success
Episode 222
Monday, 11 May, 2026
Episode web page: https://bit.ly/4d9cvE4 Episode summary In this episode of Insights Unlocked, Nathan Isaacs sits down with Gainsight SVP and UnChurned host Josh Schachter to explore how AI is transforming customer success—from scaling feedback collection to redefining retention as an outcome-driven discipline. Drawing on his journey from product leader to “relational founder,” Josh shares why building authentic relationships is still a competitive edge, even in an AI-first world, and how teams can combine human insight with agentic workflows to better understand, prove, and deliver customer value. What you’ll learn Why customer success is shifting from SaaS to “retention as a service” How AI enables teams to capture and synthesize customer feedback at scale What separates high-performing customer success teams from the rest Why strong customer relationships still matter more than ever in an AI-driven world How to build effective agentic workflows (and common pitfalls to avoid) What the “retention apocalypse” means—and how to stay ahead of it How product, UX, and marketing teams can directly impact retention Why high-quality customer conversations are the foundation of effective AI Resources & links Josh Schachter on LinkedIn ( https://www.linkedin.com/in/jschachter/) Gainsight ( https://www.gainsight.com/) Gainsight’s Atlas ( https://www.gainsight.com/solutions/ai/) UnChurned podcast and newsletter ( https://unchurned.gainsight.com/) Nathan Isaacs on LinkedIn ( https://www.linkedin.com/in/nathanisaacs/)
