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AppDirect Blog

Your source for news and views on the trends, technology, and companies that are driving the digital economy worldwide.

Blog posts by Kam Rawal

Four Tools Drive Customer Success

Industry Insights

Four Tools Your Team Needs to Drive Customer Success

For companies in the digital economy, you know that the barriers for customers to churn are extremely low. That’s why you’re investing in ways to driv...

By Kam Rawal / AppHelp / May 31, 2018

Internal Brand Advocates Blog

Industry Insights

Six Ways to Create Internal Brand Advocates Who Drive Customer Success

Traditional, consumer-oriented businesses do a good job of turning employees into brand advocates with free products, discounts, product previews, and...

By Kam Rawal / AppHelp / Apr 02, 2018

High Performing Customer Support Team

Industry Insights

Four Steps to Creating High-Performing Customer Support Teams

I know this will sound old fashioned, especially in light of the incredibly helpful technology and automation we use today in the contact centers, but...

By Kam Rawal / AppHelp / Feb 15, 2018

Customer Service Resolutions

Industry Insights

Five New Year’s Resolutions Every Customer Service Coach Should Make to Improve Team Performance and Customer Experience

In professional sports, when a team consistently loses and just can’t seem to perform well together no matter how many highly paid athletes are hired,...

By Kam Rawal / AppHelp / Jan 10, 2018

Customer Support 2020

Industry Insights

The Customer Support Experience in 2020

Get ready for video, artificial intelligence, machine learning, and more. Are you thinking about the year 2020 yet? What will the not-so-distant futu...

By Kam Rawal / AppHelp / Nov 22, 2017

Customer Service Expectations

Industry Insights

Reinventing the Customer Support Experience: Why Companies Need to Stop Trying to Control It

As both a customer support executive and a consumer, I tend to view my experiences with brands in my personal life through two lenses. As a consumer, ...

By Kam Rawal / AppHelp / Oct 23, 2017