Fullstory writes collaboration into its culture with Google Workspace and Gemini

The mission and the challenge

Are you getting the full story from your customer data?

Digital marketing is all about seeing the bigger picture, and that picture starts with data. At Fullstory, we help brands harness insights from their customer interactions to understand their behaviors and build more personalized experiences. In other words, we help them see the full story in their data and use it to its full potential.

We also recognize the trust that our customers put in us to keep their user data safe. From the customer solutions we build to our internal team collaboration tools, security is essential to our work. That’s one of many reasons we’ve relied on Google Workspace since day one. With its integrated communication and collaboration tools, Workspace gives us a secure, central place to do our work and the tools to better serve our customers.

As generative AI has expanded across industries, we also faced increasing pressure from leadership to explore how AI could augment our work. But rather than letting employees experiment on their own with unapproved tools that could jeopardize our data security, we wanted to implement the new technology in a safe and productive way. As part of Workspace, Gemini gave us the trust and control we needed to feel comfortable deploying generative AI to all of our users.

Using Google Workspace and Gemini

We use the full suite of tools in Workspace and continue to embrace new solutions as they’re available. The majority of our collaborative design and writing happens within Google Docs, giving us a single source of truth for files and removing the need for many versions. We share new ideas and present customers’ stories using Google Slides, which allows us to visually present information in engaging ways. We then analyze and organize data within Google Sheets so everyone has visibility into important insights. As a distributed workforce, we also rely heavily on Google Meet to empower our teams and customers to get things done, no matter where they are.

We also go to great lengths to ensure that our data remains in the Workspace platform at all times. We can define granular policies around how information and files are shared and viewed to guarantee that every piece of data in Google Drive is protected and version-controlled at all times. We can also adjust those policies as our business needs evolve. Only Google can bring this level of deep integration between products, and we’d have a hard time trusting any other vendor with our data.

Our security-minded culture played a big role in our adoption of Gemini. As we explored our options for generative AI tools, we had three core criteria. First, we needed to be absolutely sure that our data was protected and contained within our environment. Second, the solution needed to be easy to use and provide tangible improvements to productivity. Lastly, the chosen AI tool needed to gain alignment across our legal, compliance, security, and IT teams. As an integrated part of Workspace, Gemini effectively met all of these requirements.

We now use Gemini across Workspace applications to enhance our productivity and improve our employee experience. All of our data is already there in Workspace, making it safe and easy for Gemini to ingest. For example, Gemini can take meeting notes and summarize them into a structured format that we can turn into a 30-second video script. We can then plug that script into Google Vids to create a high-gloss video with full voiceover and imagery that we can share with customers, send to prospects for cold outreach, or use for event promotion and follow-up. Considering that I have zero background in creating or producing a video, it’s amazing that I can pull this off.

Gemini also plugs directly into Fullstory’s behavioral data platform itself, which integrates with an ecosystem of partners via APIs. We already capture all of the data associated with a web or mobile session for our customers and create structure for that data, but with Gemini, we can now use session data to help power more informed and contextually aware AI agents to deliver better customer experiences.

Looking ahead

Beyond analyzing how our customers’ end users engage with their websites and mobile apps, Fullstory can also provide insights into our own internal use of tools like Workspace. With Gemini, we can see how our employees are using specific Workspace solutions to better understand where we can drive efficiencies and encourage adoption.

We know that Workspace has a significant impact on our ability to communicate and collaborate at Fullstory, internally and externally. We believe Gemini has the power to take that even further in the short and long term. Right now, there’s a lot of buzz around generative AI and people still feel like there’s a bit of magic to it. In the long term, that will help us foster a culture of experimentation and curiosity where people are willing to learn how new tools can support their daily jobs.