When I first started doing user research, I focused heavily on first-hand methods — things like user interviews, surveys, and usability tests. From these, I uncovered valuable insights that led to modest improvements in user engagement and retention.
Around that time, I began having lunch with folks like Jorge Mora, Mickey Powell, Devin Daniels, Rob Sherk, and Janelle Li— all of whom led sales and customer success. Through those conversations, I realized there was a wealth of customer knowledge being gathered by sales and success teams that wasn’t being surfaced or integrated into product decisions. For every 10 interviews a researcher conducts with users, an account executive has spoken to 100 prospects, and a customer success manager has engaged with 50 customers!
I started asking peers for access to this data and began building machine learning models to connect and triangulate it with our user research. Unlike the moderate improvements I got just from user research data, these collective insights drove a $50M increase in revenue and a 200% improvement in customer retention!
Today, we’re excited to announce our partnership with Gong - and the launch of Riley Sales Insights - to make this capability accessible to product and GTM teams everywhere.
Step 1) Connect Gong to Riley under “Settings”
Step 2) Riley automatically scans through your gong calls and suggest the most relevant keywords (e.g. lost deals), which you can select and customize when creating a new project.
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Step 3) Narrow down your sales calls by selecting a specific date range to include only the most recent conversations in your project. Riley recommends limiting the date range to up to the last 6 months.
Step 4) Riley’s AI automatically triangulates sales call data with relevant research and product data to generate and prioritize the most impactful insights.
Step 5) Data type tags indicate the sources of your insights, giving you full transparency into how recommendations are formed.
Finally, we believe simply summarizing sales conversations and sharing it with product teams isn’t enough. As part of Riley Sales Insights, we’ve enhanced our AI models to triangulate and appropriately weigh both sales and product data - ensuring the most meaningful insights are accurately prioritized for you.
No more manually piecing together sales and product data. No more misalignment and arguments between sales and product on the most meaningful features to build.
We’re designing a future where product and GTM teams collaborate more closely than ever, and customer empathy is stronger than ever.
Claudia is the CEO & Co-Founder of Riley AI. Prior to founding Riley AI, Claudia led product, research, and data science teams across the Enterprise and Financial Technology space. Her product strategies led to a $5B total valuation, a successful international acquisition, and scaled organizations to multi-million dollars in revenue. Claudia is passionate about making data-driven strategies collaborative and accessible to every single organization.
Claudia completed her MBA and Bachelor degrees at the University of California, Berkeley.
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