GTM Tech Index: Customer Success & Retention changes https://gtmtechindex.com/categories/customer-success Material product changes at Customer Success & Retention vendors, tracked by GTM Tech Index. Every entry is dated and cited to a public source. en-us Free to reuse with a visible link to gtmtechindex.com. Terms: https://gtmtechindex.com/use-this-data Tue, 22 Sep 2026 12:00:00 GMT 720 https://gtmtechindex.com/icon-192.png GTM Tech Index: Customer Success & Retention changes https://gtmtechindex.com/categories/customer-success Planhat introduced Pi (Planhat Intelligence), an AI agent inside the new Planhat OS that reads customer emails, calls, tickets and usage… https://gtmtechindex.com/changelog/planhat gtmtechindex.com:change:6ab94dd5c700f29c9782cb32 Tue, 22 Sep 2026 12:00:00 GMT Product / capability Customer Success & Retention CRM & Systems of Record Revenue Intelligence & Forecasting Planhat introduced Pi (Planhat Intelligence), an AI agent inside the new Planhat OS that reads customer emails, calls, tickets and usage data, answers questions in chat Sessions, builds rules based Agents and HTML dashboard pages, and raises Signals such as churn risk and expansion opportunities. Pi is rolling out to a limited set of users first, with availability for all Planhat customers stated for the following month, and it can also be reached through Planhat's MCP server and API.

Why it matters: Revenue and customer success teams on Planhat get an agent that can draft replies, update records and run renewal or onboarding processes, with Planhat stating that Pi routes decisions for human approval under existing permissions. Buyers should confirm rollout timing for their tenant and which actions Pi may take without approval.

Impact: High. Verification: Partially Verified. Type: Product / capability.

Evidence: Vendor announcement

Source: GTM Tech Index change log. Free to reuse with a link back. Terms.

]]> The Gainsight CS September 2026 release added a CS MCP Logs object that records every AI tool call made through Copilot, the Gainsight AI… https://gtmtechindex.com/changelog/gainsight gtmtechindex.com:change:6ab94d1abae534b71b03ef91 Sat, 19 Sep 2026 12:00:00 GMT Safety / governance Customer Success & Retention Revenue Intelligence & Forecasting The Gainsight CS September 2026 release added a CS MCP Logs object that records every AI tool call made through Copilot, the Gainsight AI Agent in Slack and the Gainsight CS MCP server, capturing the tool invoked, the user, the source platform and the call status. A new Update Source field on CTAs and Success Plans flags records created or last updated by Copilot or MCP, and Ask Staircase now answers account questions from email, meeting, call and ticket history inside those same three AI surfaces, with inline citations and an admin on or off toggle.

Why it matters: Teams connecting ChatGPT or Claude to customer records get a reportable audit trail of which AI tools ran, for whom, and which records they changed, which supports governance review before widening agent access.

Impact: Medium. Verification: Partially Verified. Type: Safety / governance.

Evidence: Vendor documentation

Source: GTM Tech Index change log. Free to reuse with a link back. Terms.

]]> Bigin by Zoho CRM: Bigin released updates for iOS 27, iPadOS 27, macOS 27 and watchOS 27. https://gtmtechindex.com/changelog/bigin gtmtechindex.com:change:6aaf42546b90df6660784c01 Thu, 17 Sep 2026 12:00:00 GMT Product / capability CRM & Systems of Record Sales Engagement & Outreach Customer Success & Retention Bigin released updates for iOS 27, iPadOS 27, macOS 27 and watchOS 27. They add contextual Siri queries and Apple Intelligence summaries of customer records, deals and conversations, along with WhatsApp reply suggestions, an AI task list on Apple Watch, product image generation and capture of an invoice photo into a deal's product list.

Why it matters: For a small sales team that lives on iPhones, this puts record summaries and data entry where the work happens. The gains depend on Apple's newest operating systems, so check the device fleet before counting on them.

Impact: Medium. Verification: Verified. Type: Product / capability.

Evidence: Vendor announcement

Source: GTM Tech Index change log. Free to reuse with a link back. Terms.

]]> Planhat shipped four Automation releases between 9 and 14 September. https://gtmtechindex.com/changelog/planhat gtmtechindex.com:change:6aaf42546b90df6660784c0f Mon, 14 Sep 2026 12:00:00 GMT Product / capability Customer Success & Retention CRM & Systems of Record Revenue Intelligence & Forecasting Planhat shipped four Automation releases between 9 and 14 September. Workflow Mode creates a record for every Automation run, so teams can inspect sequence progress, email engagement and outcomes in dashboards. The others add permitted sending hours and days for email steps, an AI shared inbox template that triages inquiries and drafts replies, and an AI outreach template that matches underused features to customer objectives.

Why it matters: A record per run makes automated customer outreach auditable one account at a time, which is what a customer success leader needs before trusting it. Sending windows are the small control that keeps an automation from emailing a customer at three in the morning.

Impact: Medium. Verification: Partially Verified. Type: Product / capability.

Evidence: Vendor documentation

Source: GTM Tech Index change log. Free to reuse with a link back. Terms.

]]> Gainsight extended KMS encryption and masking of saved secrets to its Salesforce, S3, Slack, Databricks, Snowflake and DataSphere… https://gtmtechindex.com/changelog/gainsight gtmtechindex.com:change:6aaf42546b90df6660784c07 Mon, 14 Sep 2026 12:00:00 GMT Security / compliance Customer Success & Retention Revenue Intelligence & Forecasting Gainsight extended KMS encryption and masking of saved secrets to its Salesforce, S3, Slack, Databricks, Snowflake and DataSphere connectors. Saved credentials no longer display when an admin edits a connection, and rotation is done by overwriting the masked value. In the same fortnight its Skilljar academy product made multiple login methods a self service setting, where they used to be a Professional Services add on.

Why it matters: Credentials that show on an edit screen are a classic audit finding, and existing connections do not need to be rebuilt, so this is a security gain with no migration work. The Skilljar change removes a services engagement from what should always have been a setting.

Impact: Medium. Verification: Verified. Type: Security / compliance.

Evidence: Vendor documentation

Source: GTM Tech Index change log. Free to reuse with a link back. Terms.

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