Case Study: Cognite achieves a high-touch, community-led growth channel with Gainsight

How Cognite transformed its community into a key channel for its high-touch strategy

Cognite, maker of the Industrial DataOps platform Cognite Data Fusion, serves asset-heavy industries like oil & gas, power and manufacturing with complex, high-value deployments. As the company scaled, reliance on one-to-one customer success became unsustainable and its extensive help content was scattered across channels, creating a need for centralized self-service and peer-led support to maintain a high-touch experience.

Cognite launched Cognite Hub to consolidate content and build a community-first channel that enables fast expert answers, peer-to-peer learning, and large-scale product feedback through an Ideation module. The hub now hosts 2,000+ registered users and 110K+ pageviews, with 99% of customers registered, a 20% conversion of ideas into the roadmap, and measurable increases in product stickiness and stronger customer relationships.

Cognite

Alex Farmer

Vice President of Customer Success