Case Study: Appen achieves faster CSM onboarding and reduced churn with Gong

Appen - Customer Case Study

Appen, a global leader in AI training data, faced inefficient, subjective customer communications and lengthy CSM ramp times that made onboarding and retention difficult. To address this, Appen implemented Gong’s conversation intelligence to capture and centralize calls and emails across the full account lifecycle, giving teams a reliable, searchable record of customer interactions.

Gong provided a shared memory and coachable moments that cut time-to-productivity for new CSMs from about six months to just over two months, helped surface expansion signals for upsell, enabled proactive renewal monitoring (using a 45-day activity check), and reduced customer churn. By using Gong, Appen increased cross-team access to the true voice of the customer and improved accountability and growth outcomes.

Appen

Vaishali Reed

Director Of Global Customer Success & Programs Operations