Case Study: Digital Experience Platform Company achieves holiday readiness and increased customer trust with Gainsight

Digital Experience Platform Company - Customer Case Study

Digital Experience Platform, a provider of ecommerce and content hosting for high-traffic sites, faced a yearly challenge: going into the holiday season they had little visibility or action plan to assess customer technical health. Without a readiness strategy, customers with fragile setups risked outages during peak traffic, threatening revenue and increasing churn.

In 2017 the company built a holiday readiness program using Gainsight, consolidating customer and internal data to create a readiness score based on four signals—Relationship, Technical Health, Commercial Health, and Service Delivery—and launching automated outreach with Journey Orchestrator. The program operationalized cross-team data, improved customers’ preparedness for peak traffic, boosted site reliability and brand trust, and helped drive better retention.