PerspectivesHow Brands are Responding to COVID-19By João AlvesWe 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…
CXCustomer Churn Analysis: Why It’s Important and What You Can DoBy 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…
PerspectivesHow online travel companies can mitigate the impacts of Covid-19 on CXBy Anfel BahriThe Covid-19 outbreak has left travel providers in shock, wondering how they can possibly combat the decline in travellers in the coming…
@ChattermillStaying On Top Of Covid-19 With ChattermillBy Mikhail DubovCovid-19 is already shaking up the whole economy. At Chattermill, we appreciate that staying on top of your customer experience becomes even…
PerspectivesHow Zappos Customer Service WOWs Customers to WinBy 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…
CXWhat Is Customer-Based Brand Equity? Breaking Down the Brand Equity PyramidBy Sam Frampton For over two decades, Professor Kevin Lane Keller’s brand equity pyramid has been the standard for understanding and measuring CBBE…
CX10 Ways AI is Transforming Customer ExperienceBy Sam Frampton Not only is AI transforming the way we park our cars, order coffee, and deposit paychecks, it’s dramatically affecting customer experience…
@ChattermillOur vision for the future of CX: why we just raised $8mmBy Mikhail DubovWhen we started what eventually became Chattermill with my co-founder Dmitry back in 2015, we had a hunch that we could use the newly…
PerspectivesHow Zoom Built a $20B Brand Off The Back of Customer ExperienceBy 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…
@ChattermillAnnouncing Workflows: A New Way to Scale Superior CX By Meghan PelleyIn 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…
CX9+ Tips for Identifying and Avoiding Response Bias in SurveysBy 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…
@ChattermillChattermill Joins Upscale 2020By João AlvesChattermill is proud to be joining Tech Nation’s flagship programme for the UK’s fastest-growing scaleup tech companies: Upscale 5.0. Every…
PerspectivesHow Human-Centered AI Will Transform Your Customer’s ExperienceBy Aji GhoseArtificial Intelligence, ubiquitously referred to by its punchier abbreviation AI, is everywhere these days, and the realms of insight…
CXHow to Share Customer Insight Across an OrganisationBy Sam Frampton When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more…
PerspectivesHow AI is shaping fundamentals of customer support By Sam MakadAccording to Gartner, in the coming years, customers will manage up to 85% of their relationship with enterprises without any human…
CXThe Advantages of Open Ended Survey Questions By Sam Frampton Leading CX companies are switching up how they collect feedback. If you haven't started already, it's never been more critical to learn how…
PerspectivesThe Relentless Pursuit Of The Perfect Customer Experience: A Netflix StoryBy Harry BuckleThe ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet…
CX10 ways to Increase Online Reviews By Sam Frampton We're all well aware of the fact that reviews are a pretty big deal. 97% of online shoppers say they're influenced by reviews, and another…
