CXWinning By Not Losing: 5 Common CX Errors to Avoid MakingBy João AlvesIt’s a human tendency to strive for perfection and always try to excel in whatever it is we’re doing. However, a very underappreciated and…
PerspectivesHow Experience-Led Growth Catapulted Airbnb to Unicorn StatusBy João AlvesBefore we begin, do me a favour… ...take your phone… ...enter your passcode to unlock it.... ...and now, please hand it over to one of your…
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…
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…
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…
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…
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…
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…
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…
