Perspectives

Emotional Convenience and Responsible Decisions Guide You Through The Corona Crisis

By Steven Van Belleghem

We recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…

CX

Understanding Basic Text Analytics: How it Works and How Businesses Can Take Advantage

By Sam Frampton

Terms like “text analysis,” “sentiment tracking,” and “natural language processing” are thrown around a lot today, as AI-backed inventions…

CX

Voice of The Customer Survey | What, Why and How

By Sam Frampton

When you want to identify customers' needs metricsand KPIs such as revenue, NPS and website traffic may give you a rough indicator of…

CX

A Beginner’s Guide to Survey Data Analysis and Data Collection

By Sam Frampton

Running a customer feedback survey seems simple enough; you come up with a few questions, blast them out to everyone on your email lists…

CX

Winning By Not Losing: 5 Common CX Errors to Avoid Making

By João Alves

It’s a human tendency to strive for perfection and always try to excel in whatever it is we’re doing. However, a very underappreciated and…

Perspectives

How Experience-Led Growth Catapulted Airbnb to Unicorn Status

By João Alves

Before we begin, do me a favour… ...take your phone… ...enter your passcode to unlock it.... ...and now, please hand it over to one of your…

CX

8 Methods for Improving Your “Social CX” and Gaining More Satisfied Customers Online

By Sam Frampton

In today’s digital age, the lines between different communication channels are being blurred. It’s now considered perfectly normal to be…

Perspectives

How Brands are Responding to COVID-19

By João Alves

We hope the virus has a short-lived impact, but in the interim, we should brace ourselves for turbulence and have a prepared mindset for the…

CX

Customer Churn Analysis: Why It’s Important and What You Can Do

By Sam Frampton

Customer churn is one of the most vital data points for businesses to track. After all, retaining happy customers is the primary way most…

Perspectives

How online travel companies can mitigate the impacts of Covid-19 on CX

By Anfel Bahri

The Covid-19 outbreak has left travel providers in shock, wondering how they can possibly combat the decline in travellers in the coming…

Perspectives

How Zappos Customer Service WOWs Customers to Win

By Sam Frampton

Zappos is a trailblazer. They don’t follow conventional thinking when it comes to building a business. They don’t hire like normal brands…

CX

What Is Customer-Based Brand Equity? Breaking Down the Brand Equity Pyramid

By Sam Frampton

For over two decades, Professor Kevin Lane Keller’s brand equity pyramid has been the standard for understanding and measuring CBBE…

CX

10 Ways AI is Transforming Customer Experience

By Sam Frampton

Not only is AI transforming the way we park our cars, order coffee, and deposit paychecks, it’s dramatically affecting customer experience…

@Chattermill

Our vision for the future of CX: why we just raised $8mm

By Mikhail Dubov

When we started what eventually became Chattermill with my co-founder Dmitry back in 2015, we had a hunch that we could use the newly…

Perspectives

How Zoom Built a $20B Brand Off The Back of Customer Experience

By Sam Frampton

If you work in the tech world chances are you’ve heard of Zoom or more likely you’ve used the video conferencing tool. At Chattermill, Zoom…

@Chattermill

Announcing Workflows: A New Way to Scale Superior CX

By Meghan Pelley

In 2020 we have all the tools at our disposal to be super customer focused, but it’s also harder than ever to maintain focus. The barrage of…

CX

9+ Tips for Identifying and Avoiding Response Bias in Surveys

By Sam Frampton

One of the best ways to get inside the minds of your customers and understand their pain points is to gather their feedback through surveys…

@Chattermill

Chattermill Joins Upscale 2020

By João Alves

Chattermill is proud to be joining Tech Nation’s flagship programme for the UK’s fastest-growing scaleup tech companies: Upscale 5.0. Every…

← Prev PageNext Page →