GS Expert Network Series: Gong on AI in Front Office Apps

Research evidence excerpt

GS Expert Network Series: Gong on AI in Front Office Apps

Goldman Sachs

including emails, where management believes completeness of context can drive

25%+ improvements in accuracy. This is reinforced by underlying infrastructure

around governance, storage, and permissioning, all designed for continuous learning

rather than one-time analysis.

n Product portfolio: Gong has expanded beyond conversational analytics into a multi

product revenue platform. Management outlined four core modules: Foundation,

Engage, Forecast, and Enable. Forecast is strong, growing 150%+, reflecting the value

of grounding predictions in customer signals rather than rep sentiment, at a time

when historical SaaS go to market playbooks are evolving. Engage extends Gong into

execution, automating customer communications and prioritizing who to contact

and when. More recently, Gong launched Enable, an AI driven training and simulation

product for customer facing teams, which at just three months old is already its

fastest growing module, with early adoption pacing ahead of both Engage and

Forecast.

n CRM vs. Gong: Value is increasingly shifting from system of record to intelligent

action layer. Gong’s view is that the revenue stack is evolving away from static

systems of record toward systems that both diagnose what is happening and

prescribe what to do next. Gong believes that CRM captures only ~5% of the

information required to understand deal outcomes, reflecting its architecture

around structured fields. In contrast, the most valuable signals sit in unstructured

interactions across calls, emails, and meetings, where traditional systems are not

designed to operate. As a result, ~99% of relevant customer intelligence never makes

it into CRM.