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…

Perspectives

How Human-Centered AI Will Transform Your Customer’s Experience

By Aji Ghose

Artificial Intelligence, ubiquitously referred to by its punchier abbreviation AI, is everywhere these days, and the realms of insight…

CX

How to Share Customer Insight Across an Organisation

By 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…

CX

The 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…

Perspectives

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story

By Harry Buckle

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet…

CX

10 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…

Perspectives

The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience

By Maddy Trusewich

From food, fashion, beauty and everything in between, there is no question we are living in the golden age of subscription services. But one…

Perspectives

What 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…

Perspectives

Common Customer Experience Mistakes

By 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…

CX

Customer 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…

Perspectives

20 Best Books on Customer Experience

By 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…

Perspectives

Top 5 Learnings We’ve Discovered Working With The Best Companies For Customer Experience

By Junior Hewitt

Here at Chattermill, we have the pleasure of working with market-leading companies such as Zappos, Skyscanner, Transferwise and many more…

Perspectives

Introducing the Premier League CX Table - Which Club Takes Home the Bragging Rights?

By Sam Frampton

The screen in our hands is now a gateway to entertainment and sports content online and with one of the most exciting Premier League title…

Perspectives

How Artificial Intelligence Can Transform Your Customer Experience Strategy

By Sam Frampton

Since the inception of computers, scientists have had a strong desire to make machines understand the human language. Communicating like a…

Perspectives

The Slack Growth Hack: Making Word of Mouth Work

By Sam Frampton

The company has been on a growth tear over the last few years. The cloud-based technology company has capitalised on the pent-up demand for…

Perspectives

How Amazon is Taking Over the World by Focusing on Customer Experience Above All Else

By Mikhail Dubov

A recent headline tells just how big Amazon has gotten: If you are not based in the US, you can easily substitute the brands above with the…