Case Study: Bizzabo Increases Customer Satisfaction and Retention with Gainsight

Bizzabo Increases Customer Satisfaction and Retention with Gainsight and Gainsight PX

Bizzabo, a fast-growing event technology platform, needed a way to engage thousands of customers and drive feature adoption without overwhelming its Customer Success team. Because users can take many paths in the product, Bizzabo’s challenge was to deliver timely, relevant guidance and scale interactions while preserving high-quality, personalized support.

Bizzabo implemented Gainsight and Gainsight PX—integrating PX with CRM and Slack and using Milestones, Customer Health Scorecards, and Journey Orchestrator—to gain deep in-product analytics, deliver automated in-app guidance and campaigns, and prioritize human outreach where it matters. The result: improved customer satisfaction and retention, more efficient CSM workflows, accurate usage data for EBRs and roadmaps, reduced developer effort for analytics, and a scalable foundation for future initiatives like gamified onboarding and beta programs.

Bizzabo

Tom Shelly

Product Marketing Director