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Perspectives

CX Will Do a Lot More Good Than Marketing

By Dmitry Isupov

The increasing buzz around customer experience (CX) is good news for both brands and consumers. Finally, businesses across the board, are…

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@Chattermill

Announcing our new investment round

By Mikhail Dubov

This 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…

Amazon now officially owns Whole Foods

Perspectives

How Amazon could change CX in grocery retail

By Jack Miller

Amazon, backed by its customer experience knowhow, breakthrough technology, and competitive pricing strategies has the potential to disrupt…

Using technology to improve customer experience

Perspectives

Using technology to improve your customer experience

By Jack Miller

Organisations are transforming their customer experience by making use of new technology to gain deeper insights from their data and better…

Customer support in the modern age

Perspectives

Customer support in the modern age

By Jack Miller

__Customer experience has become a business cliche - and for good reason. __ It drives performance of every single company, from startups to…

Challenger bank dashboards graphic customer experience (CX)

Perspectives

Challenger banks must get the basics of customer experience right - Banking CX Part 2

By Oliver Preece

Customer experience is key to the success of challenger banks, but some are not always getting the basics right. Challenger banks are now…

Banking Insights: Part 1

Perspectives

We analysed customer experience in banking and here's what we found: Part 1 - Established Banks

By Oliver Preece

Customer experience is the new competitive advantage for banks. Established banks are failing their customers with poor customer experience…

The future of customer service will be more automation through AI

Why automation is the future of personalisation

By Jack Miller

If there’s one thing most customer service experts agree these days it’s that the future lies with more personal, empathetic service. Nobody…

NPS

Perspectives

Why you should pay more attention to your promoters

By Mikhail Dubov

It 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…

ASOS Logo

Perspectives

We Analysed ASOS's Customer Experience and Here’s What We Found

By Mikhail Dubov

Few industries are as competitive as fashion. Especially these days with the number of high street stores falling year on year. You need to…

None of the polls predicted Trump winning until the last week of the election

How to Avoid Being Trump’ed By Your Customers

By Mikhail Dubov

It 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…

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Perspectives

The Top 100 Customer Experience Blogs You Need to Be Reading Part 2

By Jack Miller

Last 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…

Bespoke Theme Structure

The Top 100 Customer Experience Blogs You Need to Be Reading Part 1

By Jack Miller

As technology continues to play a pivotal role in designing and analysing customer experience, and as an increasing amount of solutions can…

multichannel analytics

Perspectives

How to unlock customer data silos from different channels

By Jack Miller

So you've got your customer feedback, your NPS scores, your CSAT, your reviews, your Zendesk tickets, and your social media. It's in…

Customer Feedback Data Analysis

CX

How to make surveys worth the effort

By Jack Miller

Right 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…

Team Impacts on NPS

Perspectives

The 5 Principles of Great Customer Experience

By Jack Miller

Here are the 5 fundamental principles that provide the foundation to delivering great Customer Experience. Step 1: Have a continuous…

Banking Customer Experience

Perspectives

The Government is shaking up the fintech industry. Here’s what to expect

By Mikhail Dubov

Ever 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…

Customer Experience Dashboard Analytics

CX

What the hell is Customer Experience?

By Mikhail Dubov

Customer Experience (CX) has become a business cliché. Everybody seems to agree that it is important to have good CX. However very few…

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