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Twinkle Bandla

AMA: Gainsight Associate Director, Client outcomes, Twinkle Bandla on Customer Success / Customer Support Alignment

July 9 @ 10:00AM PT

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We will email you Twinkle's answers to these questions after the event in case you can't make it.

  1. How do you resolve conflicts when Support KPIs (speed) clash with CS goals (strategic depth or upsell discovery)?

  2. What role does automation or AI play in triaging tickets and surfacing actionable insights for CSMs?

  3. How do you ensure consistent customer experience across regions or segments when Support is centralized and CS is distributed?

  4. What playbooks do you use for at-risk customers first identified by Support, and how do you measure their effectiveness?

  5. How do you measure the business impact of CS–Support alignment on retention, adoption, and customer advocacy?

  6. How do you prioritize and route feature requests from Support and CS to Product to avoid duplicate or conflicting inputs?

  7. What cadence and artifacts (standups, shared dashboards, postmortems) do you use to maintain ongoing alignment?

  8. What governance do you have around knowledge base ownership, updates, and measuring deflection that informs CS enablement?

  9. How do you align capacity planning between CS and Support ahead of product launches or seasonal peaks?

  10. How do you coordinate communications during incidents so customers receive consistent, non-duplicative updates from Support and CS?