@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…
PerspectivesThe Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer ExperienceBy Maddy TrusewichFrom food, fashion, beauty and everything in between, there is no question we are living in the golden age of subscription services. But one…
CXHow To Drive Action With Your Voice of Customer ProgramBy Sam Frampton We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better…
PerspectivesWhat does it mean to be “Customer Centric” and why is it important?By Chris Valentine‘Customer centricity’ - the act of taking a more customer-focused approach to business - is a term which has gained popularity in recent…
CXHow to Increase Survey Response RatesBy Sam Frampton It comes down to basic statistics: a small sample size undermines the reliability of your data. And when you're putting together a customer…
PerspectivesCommon Customer Experience MistakesBy Sam Frampton Today's customers expect all businesses to provide the same calibre of experience that they'd find with say, an Uber, an Amazon, or an…
CXCustomer Experience Metrics: Which Measurements Should You Focus On?By Sam Frampton We now live in a world where customers have an infinite supply of products and services to choose from, and it's getting harder and harder…
Perspectives20 Best Books on Customer ExperienceBy Sam Frampton Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great…
