The AI-First Customer Org: All Customer Programs on One AI System

The AI-First Customer Org was our session at Gainsight Pulse 2026. Since then, dozens of B2B SaaS leaders have reached out to talk through their post-sale AI strategy, and every conversation kept landing on the same idea: one AI system for all customer programs and agents, combined. So we are bringing the session online, live, with room for your questions.

One hour. All customer programs on one AI system, shown exactly how it works. A pinch of the vision and a whole lot of use cases.

Why now, in Gal's words from the Pulse stage:

• "In the next three years, the customer success teams that win are not going to be the largest teams. They are going to be the ones with the best systems."
• "Your customers have already made the decision. 54% do not care who solves their problem, as long as it gets solved fast."
• "Your organization is changing whether you are part of that redesign or not."
• "With AI, products are going to look very much the same. Customer experience becomes the real differentiator. It is your moat."

What the AI-first customer org looks like:

• The role is upgrading, not disappearing: from AI-enhanced CSM to an AI CS org where humans lead tens of agents
• "Do I think every company needs a hundred agents today? No. Do I think every company will have a hundred agents in the next two years? Most likely yes."
• Hire agents, not just headcount: Onboarding Agent, Renewal Agent, NBA Agent, QBR Agent, Advocacy Agent, and more
• Report new types of revenue to your board: pipeline influenced, NRR and GRR attribution, advocate-sourced ARR

How it works, live in the product with Shachar:

• Vibe-code a customer program on the call, from a prompt to a working program
• Fully self-service, personalized onboarding: how ZoomInfo moved from onboarding in weeks to onboarding in days
• Autonomous success plans built from customer goals and real product usage: the Okta model
• QBR hubs customers run themselves, for every account in every segment: the Vidyard model
• AI advocate recruitment and a next best action mechanism for every contact

As Shachar framed it on stage: "Make your customers more autonomous, and your organization becomes more efficient." And Gal's close: "Stop managing customers. Start building for them."

When: Tuesday, July 28 · 9:00 AM PST / 12:00 PM EST · 60 minutes, live online with Q&A

Who it is for: CCOs, VPs of Customer Success, Digital CS leaders, and customer marketing leaders building their post-sale AI strategy.

• One AI system for all post-sale programs
• Post-sale agents
• Self-service onboarding
• Autonomous success plans
• Customer-run QBRs
• AI advocacy and next best action
• Revenue influence reporting