Gainsight PX

What differentiates Gainsight PX from other similar products?

Gainsight is considered best in class, and while there are many great features I would love to see more best practice recommendations in both how things are built and structured, and in how our account reps communicates with us

What is your favorite aspect of this product?

Easy integration with Salesforce

What do you dislike most about this product?

If you dont use their surveying functionality, many capabilities like calculating NPS are not possible.

What recommendations would you give to someone considering this product?

This would work great and be a value add for many organizations, but vet use cases thoroughly before purchasing especially if you are a complex organization with varied needs

What differentiates Gainsight PX from other similar products?

What really sets Gainsight PX apart from other product experience platforms is its deep, native integration with the broader Gainsight ecosystem, particularly its Customer Success platform. While many tools offer analytics and in-app guidance, Gainsight PX uniquely connects user behavior data directly to customer health scores and lifecycle stages. This means you can proactively identify an account that is struggling based on their product usage and then trigger targeted, in-app walkthroughs or messages to guide them, all within a single system.

What is your favorite aspect of this product?

My favorite aspect of Gainsight PX is its incredible ability to make user engagement data feel both accessible and actionable. Instead of just presenting dry statistics, it paints a clear picture of how customers are actually interacting with our product. The visual journey maps and session recordings are particularly powerful; they let me step into the user's shoes and see firsthand where they experience confusion or delight.

What do you dislike most about this product?

Gainsight PX is a powerful platform for user onboarding, the aspect I find most challenging is its complexity and the significant resource investment required to use it effectively. The platform is incredibly feature-rich, which is a strength, but it also creates a steep learning curve. For a team without a dedicated product manager or a technical resource, it can feel overwhelming to configure and build even simple in-app guides. The interface isn't always as intuitive as one would hope, sometimes making it difficult to quickly locate specific settings or analytics.

What recommendations would you give to someone considering this product?

If you are considering Gainsight PX, my primary recommendation would be to first have a very clear understanding of your user onboarding and product adoption goals. The platform is incredibly powerful, but its true value is unlocked when you have a specific strategy for guiding users to value. Be prepared to invest significant time in the initial setup and configuration; it's not an out-of-the-box solution you can just turn on. You will need dedicated resources, either from a product or customer success team, to build and maintain the in-app guides, track the right user events, and analyze the data effectively.

What differentiates Gainsight PX from other similar products?

For not having used a similar product in previous jobs, it was easy to use and nice that it can be customized in many different ways.

What is your favorite aspect of this product?

The dashboard can show you all kinds of helpful metrics chosen by you with the ability to deep drive into any of the data with a simple click

What do you dislike most about this product?

The product is clunky and frequently has data pulling issues. Our Gainsight experts in-house are often having to fix reporting issues in the software, making some of the data unreliable

What recommendations would you give to someone considering this product?

Honestly, I would not use it just because of all the data issues I have encountered. I end up having to check the information from other software we use to get the correct information.