Resources Library

Blog

The most actionable content you'll find on customer experience management strategy.

Webinars

Our webinars are perfect for those who like to see how it’s done, rather than read the manual.

Templates

Don’t have time to write a survey? Don’t know where to begin? Don’t worry – we’ve got templates for most topics to help you get started!

Whitepapers

Resources to learn about CX analytics, customer feedback surveys, user retention and more.

Blog

CX

13 CX Technology Trends to Watch Out For

By Sam Frampton

CX is a constantly evolving landscape. As companies get closer to perfecting their strategies, it becomes more difficult to keep up as…

CX

How to Close the Customer Feedback Loop for Detractors, Promoters, and Everyone in Between

By João Alves

Working to close the customer feedback loop is an ongoing strategy for improving CX. By constantly talking with your customers about where…

CX

Essential CSAT Lessons From 10 Businesses That Went the Extra Mile During COVID-19

By Jack Miller

Throughout the global pandemic, companies have had to show what they’re really made of. Whether this was pivoting production to help with…

Perspectives

CX Interview Series with Dan Gingiss

By João Alves

We believe that the knowledge you need should find you. Knowing how hard that is to do for ourselves, we ventured out to try to help you…

Perspectives

Natural Language Processing for Evaluating Customer Emotion

By Thomas Metcalfe

I recently had the opportunity to speak at Online CX Emotion, a conference organized by Seth Grimes of Alta Plana to bring together…

CX

How to Use Customer Retention Analytics to Reduce Churn

By Jack Miller

Today’s customers have very high expectations for brands when it comes to customer service and personalization. Think about companies like…

Webinars
 

Part 2: Connecting CX to Business Outcomes

This CX Spotlight video, dives deeper into how unified customer feedback analytics can integrate multiple sources of customer feedback and explores the implications of this approach for making more data-driven business decisions.

 

Part 1: Connecting CX to Business Outcomes

In this CX Spotlight video, we will explore with Aji Ghose, our VP of Data & Research, the link between customer feedback and commercial metrics.

 

Mitigating the Impact of Covid-19 on CX

How the right CX can help companies navigate through this difficult time. Join us for a presentation from Dmitry Isupov, Chattermill Co-Founder, and Anfel Bahri, Insight Analyst from Chattermill.

 

Artificial Intelligence Deciphered

Aji Ghose VP, Data and Research @ Chattermill breaks down how AI can be used to enhance your CX

 

Democratising CX Insights to Innovate Rapidly

Join us for a conversation with Kirsty Macdonald, Head of Customer Research & Insight at Bloom & Wild, to learn how they use CX to bring teams together, innovate fast and democratise customer insights across the company.

 

How are Travellers Feeling Right Now?

Listen to Chattermill and GetYourGuide in depth overview on the latest trends, consumers' pain points and changing habits in the travel industry.

 

What is the new normal and how you can connect the dots

In this webinar, HelloFresh will discuss their CX strategy in the Covid-19 era, their approach to collecting and extracting customer insights to drive customer-centric growth, and the steps they have taken to prepare for the future economic outlook.

Whitepapers

No fluff or sales pitches. Just quality information and insights.

<span class="underline">The Customer Feedback Analysis Starter kit</span>

The Customer Feedback Analysis Starter kit

Learn how to craft and develop a customer feedback analysis process at your company.

<span class="underline">Scaling CX Playbook</span>

Scaling CX Playbook

The definitive guide on how to scale CX the right way.

<span class="underline">The Customer Churn Analysis Starter kit</span>

The Customer Churn Analysis Starter kit

A starter kit to help you conduct churn analysis on your customer base.

<span class="underline">The Customer Satisfaction Manual</span>

The Customer Satisfaction Manual

A manual to help you skyrocket your customer satisfaction metrics.

<span class="underline">The Survey Guide</span>

The Survey Guide

The Ultimate Guide to Designing and Analysing CX Surveys

<span class="underline">The Cult Of The Customer</span>

The Cult Of The Customer

Chapters 1 & 2 from the book Cult of the Customer by world renowned CX Consultant Shep Hyken