<![CDATA[[Un]Churned by Gainsight: Podcast]]>https://unchurned.gainsight.com/s/podcasthttps://substackcdn.com/image/fetch/$s_!7AoO!,w_256,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Ffe2167ac-0bcf-4575-9712-8d5ef3588851_300x300.png[Un]Churned by Gainsight: Podcasthttps://unchurned.gainsight.com/s/podcastSubstackThu, 07 May 2026 20:37:07 GMT<![CDATA[How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania]]>https://unchurned.gainsight.com/p/how-to-transform-customer-experiencehttps://unchurned.gainsight.com/p/how-to-transform-customer-experienceThu, 07 May 2026 17:58:06 GMTIn this episode of [Un]churned, host Josh Schachter sits down with Jeffrey Bussgang, General Partner & Co-Founder at Flybridge Capital Partners and Senior Lecturer at Harvard Business School, and Teresa Anania, Chief Customer Officer at Sophos, who’s been leading from the frontlines of AI-driven customer engagement. Together, they unpack the gap between the theory of AI transformation and the reality of implementation in large organizations. Jeff discusses how leaders can foster an “AI native” culture—one that encourages experimentation while valuing human judgment. Teresa shares a candid look into Sophos’ AI journey, addressing the fears, resistance, and cultural shifts that come with change. She also highlights practical strategies to empower teams and enhance customer experiences through thoughtful automation.

Whether you’re a tech leader, customer success pro, or just AI-curious, this conversation is packed with actionable insights on embracing the future without losing the human touch.

Listen on YouTube, Spotify and Apple Podcasts

Key Takeaways

  1. Lay the foundation for AI success: Get proprietary data in shape, prioritize the right experiments, and build a culture that rewards both wins and failures.

  2. Turn fear into opportunity: Use AI to eliminate repetitive tasks so teams can focus on higher-value customer work, boosting adoption and engagement.

  3. Scale beyond pilots: Break out of siloed tests by embracing startup innovation and driving enterprise-wide AI readiness and change management.

Where to find Jeffrey Bussgang:

  • LinkedIn: https://www.linkedin.com/in/bussgang/

Where to find Teresa Anania:

  • LinkedIn: https://www.linkedin.com/in/teresa-anania/

]]><![CDATA[Gainsight’s New CEO ft. Nick Mehta & Chuck Ganapathi]]>https://unchurned.gainsight.com/p/gainsights-new-ceo-ft-nick-mehtahttps://unchurned.gainsight.com/p/gainsights-new-ceo-ft-nick-mehtaThu, 07 May 2026 17:31:09 GMTIn this special episode of [Un]Churned, host Josh Schachter sits down with Gainsight’s outgoing CEO Nick Mehta and his successor, Chuck Ganapathi, to mark a pivotal leadership transition. Nick reflects on his 13-year journey building Gainsight into a category-defining company, the lessons he’s learned navigating growth, and why now is the right time to hand over the reins. Chuck shares his gratitude for the opportunity, the deep trust he and Nick have built over decades of connection, and his vision for the company’s next chapter—one shaped by AI, customer success innovation, and a human-first culture.

To access the bonus content, click here!

Listen on YouTube, Spotify and Apple Podcasts

Key Takeaways

  1. Leadership transitions are growth moments – Nick emphasized that great companies become even greater through thoughtful transitions, and he views this handoff as a natural step in Gainsight’s evolution.

  2. AI is reshaping customer success – Chuck shared his conviction that AI agents will unlock scale, allowing even the smallest customers to be served with the same attention as the largest, without replacing the human-first ethos.

  3. Retention moves from reactive to proactive – The next era of customer success will be defined by anticipating churn risks early and leveraging agentic approaches to drive outcomes before problems surface.

Where to find Chuck Ganapathi:

  • LinkedIn: https://www.linkedin.com/in/chuckganapathi/

Where to find Nick Mehta:

  • LinkedIn: https://www.linkedin.com/in/nickmehta/

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