Scaling Digital Customer Success with Community as the Delivery Layer

Join us for an insightful session with Jon Wishart, VP of Community Strategy & Growth at Gainsight, as we explore how community can become a powerful delivery layer for scaling digital customer success. As customer bases grow, teams are being asked to scale engagement, education, and retention without losing the human touch. Jon will share practical frameworks for designing customer journeys across human-led, digital-led, and community-led experiences—using community, AI, and smart touchpoints to create more connected and scalable customer experiences. Key takeaways for you: 💡 Design customer journeys that compound: learn how to combine human-led, digital-led, and community-led programs effectively. 🤖 Use AI and community thoughtfully: explore personalization, smart routing, and content reuse to scale engagement and support. 📈 Measure what matters: discover the KPIs that demonstrate impact across activation, time-to-value, and retention. Event date/time: 🗓️ Thursday, June 18th, 2026 🕓 4:00 PM BST / 11:00 AM EDT This session is part of the Talks & Pros Series from Led by Community, hosted by Jennifer Hanley. We’re excited to have Gainsight as our sponsor — supporting this series and empowering community teams worldwide with tools to build connection, engagement, and growth.