PerspectivesCX Will Do a Lot More Good Than MarketingBy Dmitry IsupovThe increasing buzz around customer experience (CX) is good news for both brands and consumers. Finally, businesses across the board, are…
@ChattermillAnnouncing our new investment roundBy Mikhail DubovThis has been an incredible year, we've been lucky enough to help some of the world's most customer centric businesses see genuine value by…
PerspectivesHow Amazon could change CX in grocery retailBy Jack MillerAmazon, backed by its customer experience knowhow, breakthrough technology, and competitive pricing strategies has the potential to disrupt…
PerspectivesUsing technology to improve your customer experienceBy Jack MillerOrganisations are transforming their customer experience by making use of new technology to gain deeper insights from their data and better…
PerspectivesCustomer support in the modern ageBy Jack Miller__Customer experience has become a business cliche - and for good reason. __ It drives performance of every single company, from startups to…
PerspectivesChallenger banks must get the basics of customer experience right - Banking CX Part 2By Oliver PreeceCustomer experience is key to the success of challenger banks, but some are not always getting the basics right. Challenger banks are now…
PerspectivesWe analysed customer experience in banking and here's what we found: Part 1 - Established BanksBy Oliver PreeceCustomer experience is the new competitive advantage for banks. Established banks are failing their customers with poor customer experience…
Why automation is the future of personalisationBy Jack MillerIf there’s one thing most customer service experts agree these days it’s that the future lies with more personal, empathetic service. Nobody…
PerspectivesWhy you should pay more attention to your promotersBy Mikhail DubovIt is hard to find a company these days that does not want to listen to its customers. However, only a select few have truly mastered this…
PerspectivesWe Analysed ASOS's Customer Experience and Here’s What We FoundBy Mikhail DubovFew industries are as competitive as fashion. Especially these days with the number of high street stores falling year on year. You need to…
How to Avoid Being Trump’ed By Your CustomersBy Mikhail DubovIt is safe to say that almost none of the analysts looking at the 2016 US Presidential Election predicted Donald Trump would win. A lot of…
PerspectivesThe Top 100 Customer Experience Blogs You Need to Be Reading Part 2By Jack MillerLast month we brought you the first part of our complete list of the 100 customer experience blogs you should be ready. Now the holidays are…
The Top 100 Customer Experience Blogs You Need to Be Reading Part 1By Jack MillerAs technology continues to play a pivotal role in designing and analysing customer experience, and as an increasing amount of solutions can…
PerspectivesHow to unlock customer data silos from different channelsBy Jack MillerSo you've got your customer feedback, your NPS scores, your CSAT, your reviews, your Zendesk tickets, and your social media. It's in…
CXHow to make surveys worth the effortBy Jack MillerRight now in my inbox I have at least 5 emails from companies asking for my feedback as a customer. I may open one of them later on if I…
PerspectivesThe 5 Principles of Great Customer ExperienceBy Jack MillerHere are the 5 fundamental principles that provide the foundation to delivering great Customer Experience. Step 1: Have a continuous…
PerspectivesThe Government is shaking up the fintech industry. Here’s what to expectBy Mikhail DubovEver since the financial crisis in 2007–08 banks and other financial firms have lost a lot of love. Some people may argue they didn’t have…
CXWhat the hell is Customer Experience?By Mikhail DubovCustomer Experience (CX) has become a business cliché. Everybody seems to agree that it is important to have good CX. However very few…
