Resources Library


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


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


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!


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



Chattermill Named G2 High Performer in Text Analytics

By Jack Miller

Chattermill Analytics - the unified customer feedback analytics platform that helps companies gain an edge by unifying, measuring and…


What is a Good NPS Score?

By Sam Frampton

A company’s success can be impacted by the power of a deceptively simple question: How likely is it that you would recommend Company X? The…


10 Tips for Writing Inclusive Demographic Survey Questions

By Sam Frampton

In 2021, there’s no excuse for writing surveys that aren’t inclusive. This means thinking empathetically about ways your surveys might be…


How HelloFresh Thrived in a Time of Uncertainty

By Jack Miller

It’s no secret that companies were forced to embrace online buying in order to survive the pandemic. However, you might be surprised to…


Introducing Conversation Analytics!

By Gus Aldaya

Conversation Analytics is the new game-changing way to extract value and insight from customer conversations. It’s clear for everyone to see…


How to Measure Customer Satisfaction: 6 Key Metrics to Know

By João Alves

Improving customer satisfaction by addressing consumer pain points and working to enhance the overall customer experience is vital to a…


CX Lessons from Zappos: The Voice of the Best Customer

In this webinar, Alex Genov, Head of Customer Research at Zappos, explains how the business unlocks and actions the insights hidden in the tens of thousands of customer comments.


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.


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.


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.


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

The Customer Feedback Analysis Starter kit

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

Scaling CX Playbook

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

The Customer Churn Analysis Starter kit

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

The Customer Satisfaction Manual

A manual to help you skyrocket your customer satisfaction metrics.

The Survey Guide

The Ultimate Guide to Designing and Analysing CX Surveys

The Cult Of The Customer

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