Case Study: Kount achieves faster time-to-value and improved product experience with Gainsight PX (Gainsight)

Kount Transforms its Product Experience (and Time to Value) with Gainsight PX

Kount, an Equifax company that provides digital identity and fraud solutions, faced poor visibility into how customers used its complex, legacy product suite. Siloed teams and manual data tracking led to frustrating onboarding, declining NPS, churn, and product decisions driven by anecdote rather than usage insights.

By adding Gainsight PX to its existing Gainsight CS stack, Kount integrated product and customer data and deployed in‑app guides, knowledge bots, personalized engagements and orchestrated journeys. The changes sped onboarding and time‑to‑value, reduced support effort and churn, improved feature adoption, and enabled cross‑functional, data‑driven product roadmapping and customer engagement.

Kount

Brooke Cantwell

Customer Experience Leader