The Customer Success Playbook Customer Success Playbook S3 E32 - Gilad Shriki - FunnelStory Customer Interview Big Question
Mar 19, 2025
Gilad Shriki from The Scope shares insights on how FunnelStory is revolutionizing customer success operations with its automation-first approach. He discusses seamless integration with platforms like BigQuery and HubSpot, ensuring data privacy while optimizing customer data management. Gilad highlights the benefits of AI-driven automation in enhancing customer sentiment analysis and churn prediction. He also evaluates how FunnelStory can scale for businesses up to $500M in revenue, making it a compelling solution for companies looking to enhance their customer success strategies.
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Pre-existing Data Infrastructure
- Gilad's team already had data analytics and processing set up before FunnelStory.
- This pre-existing infrastructure simplified FunnelStory's integration because the data was readily available in BigQuery.
Easy Integration
- Integrating FunnelStory was surprisingly easy, mirroring the simplicity of the demo.
- Connecting the three core data models (companies, users, and activities) quickly yielded valuable insights.
Automation-First Approach
- Prioritize automation before incorporating user interaction in customer success platforms.
- FunnelStory excels in this approach, starting with full automation and gradually adding human interaction features.