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…
PerspectivesTop 5 Learnings We’ve Discovered Working With The Best Companies For Customer ExperienceBy Junior HewittHere at Chattermill, we have the pleasure of working with market-leading companies such as Zappos, Skyscanner, Transferwise and many more…
PerspectivesIntroducing 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…
PerspectivesHow Artificial Intelligence Can Transform Your Customer Experience StrategyBy Sam Frampton Since the inception of computers, scientists have had a strong desire to make machines understand the human language. Communicating like a…
PerspectivesThe 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…
PerspectivesHow Amazon is Taking Over the World by Focusing on Customer Experience Above All ElseBy Mikhail DubovA 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…
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…
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…
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…
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…
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…
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…
