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The Missing Layer in Enterprise AI: Why Agents and MCP Will Augment — Not Replace — Humans
Artificial intelligence is dominating boardroom conversations. Much of the attention has focused on the models themselves—bigger models, faster models, more capable models. But an equally important shift is happening beneath the surface. The real breakthrough in enterprise AI may not be the models.It may be the protocols that allow those models to interact with the enterprise world. One of the most interesting developments in this space is the emergence of Model Context Proto

Peter Lyon
May 114 min read
Steps to Hire the Right Gainsight Consultant - Hire Gainsight Expert Tips
When you decide to invest in Gainsight, you’re not just buying software. You’re investing in a powerful tool that can transform your customer success strategy. But here’s the catch: without the right expertise, Gainsight can feel like a complex puzzle missing a few key pieces. That’s where a Gainsight consultant comes in. Hiring the right expert can make all the difference between a smooth implementation and a frustrating experience. Let me walk you through the essential step

Peter Lyon
May 114 min read
Understanding Wigmore IT Customer Success Services: Wigmore IT's Gainsight Offerings
When you invest in customer success platforms like Gainsight, Gong, or Intercom, you want to ensure you’re squeezing every drop of value from them. That’s where Wigmore IT steps in. They specialize in elevating your customer strategy, making your Gainsight experience not just functional but transformative. Let me walk you through what makes their Gainsight offerings stand out and how they can help you accelerate your customer success journey. Why Wigmore IT Customer Success S

Peter Lyon
May 114 min read


Consultant Spotlight — March 2026
This past March, we put the spotlight on Abhishek Bhoite, Principal Solutions Consultant at Wigmore IT! Abhishek plays a key role in designing and shaping the solutions we deliver to clients. Drawing on deep technical expertise and a strong understanding of customer needs, he helps translate complex requirements into approaches that are practical, scalable, and built to last. Across our engagements, Abhishek's attention to detail, technical insight, and thoughtful approach to

Peter Lyon
Apr 271 min read


Spotlight on Anwesha Karmakar: A Key Player at Wigmore
This month, we’re spotlighting Anwesha Karmakar, Business Analyst at Wigmore! The Role of a Business Analyst Business Analysts sit at the core of how we work at Wigmore. They play a crucial role in shaping projects. Their work ensures that everything we build is grounded in clear, well-defined needs. Anwesha brings clarity and structure to our engagements. She helps translate business requirements into actionable items for our teams. This process instills confidence in our ap

Peter Lyon
Apr 212 min read


The Missing Layer in Enterprise AI: Why Agents and MCP Will Augment — Not Replace — Humans
Artificial intelligence is dominating boardroom conversations. Much of the attention has focused on the models themselves—bigger models, faster models, more capable models. But a quieter shift is happening beneath the surface. The real breakthrough in enterprise AI may not be the models themselves.It may be the protocols that allow those models to interact with the enterprise world. One of the most interesting developments in this space is the emergence of Model Context Prot

Peter Lyon
Mar 145 min read


Consultant Spotlight — February 2026
Next up in our Consultant Spotlight series is Mariam González, Project Manager at Wigmore IT!

Peter Lyon
Mar 131 min read


Wigmore Insights: Five Predictions Shaping SaaS in 2026
By Peter Lyon, CEO, Wigmore IT The past year has been one of the most defining periods for SaaS since the move to cloud. Rising capital constraints, shifting customer expectations, and the rapid commercialisation of AI have exposed the fragility of many existing operating models. At Wigmore, we work hands-on with more than 30 global SaaS and enterprise organisations. This gives us a uniquely detailed, real-time view of how companies are adjusting their customer, revenue, and

Peter Lyon
Dec 22, 20254 min read


Using Gainsight for Time Tracking: Beyond Adoption Metrics to Efficiency Insights
When most Customer Success organizations think about Gainsight usage data, they focus on adoption metrics: Who is logging in? How often?...

Manhar Walia
Aug 13, 20253 min read


Managing Customer Escalations in Gainsight: A Practical Framework
Tracking and resolving customer escalations effectively is critical for any Customer Success organization. While tools like Jira or...

Manhar Walia
Jul 12, 20253 min read


Simplifying the Chaos: CTA Strategy for Scalable, Streamlined Customer Success
Managing CTAs in Gainsight—or any Customer Success Platform (CSP)—should drive clarity, action, and insight , not complexity and...

Manhar Walia
Jul 4, 20253 min read


CSMs Don’t Scale. Communication Systems Do.
At a recent CXO event hosted by Gainsight, I found myself in a lively debate with another attendee about job titles. The question was...

Peter Lyon
Jun 25, 20254 min read


The Six Pillars of the Wigmore Approach to Digital Customer Success
Scaling Customer Value, Retention, and Growth in B2B SaaS In today’s SaaS economy, retention isn’t a byproduct of onboarding—it’s the new...

Peter Lyon
Jun 3, 20253 min read


Smart CTA Prioritization: Helping CS Teams Focus on What Matters Most
Introduction Recently, we’ve been hearing a consistent piece of feedback from Customer Success (CS) Leaders: “How can we help our teams...

Manhar Walia
May 21, 20253 min read


Targeted Saves and Multi-Channel Orchestration in Modern SaaS using Gainsight
By Peter Lyon, Chief Customer Officer & Mark Deegan, CEO – Wigmore IT After leading more than 180 SaaS engagements across every growth...

Peter Lyon
May 19, 20253 min read


Rethinking Product-Results Fit
David Jackson Co-Founder CLG Forum CEO, TheCustomer.Co This is the third in a series of White Papers exploring concepts at the core of...

Peter Lyon
May 2, 20254 min read


Building Effective Iterative Health Scores in Gainsight to Enhance Customer Outcomes
Author: Wigmore Labs Executive Summary Customer health scores have become essential to modern SaaS organizations seeking to scale...

Peter Lyon
Apr 30, 20254 min read


Delivering Minimum Customer Value - By Greg Daines Co-Founder CLG Forum and CRO ChurnRS
This paper is from the CLG Forum - https://www.clgforum.com/ This is the second in a series of Revenue Thru Results White Papers...

Peter Lyon
Apr 27, 20254 min read


From Friction to Focus: The Case for Targeted Saves and Multi-Channel Orchestration in Modern SaaS
By Peter Lyon, Chief Customer Officer & Mark Deegan, CEO – Wigmore IT Foreword After leading more than 180 SaaS engagements across every...

Peter Lyon
Apr 27, 20254 min read


White Paper: Building a Concession Framework to Increase Renewals and Reduce Churn
Executive Summary In today’s volatile SaaS and technology market, protecting recurring revenue is more critical than ever. Customer...

Peter Lyon
Apr 16, 20254 min read
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