Chattermill

"Early in my career I realized that if I say, 'This is a problem, so many people are mad about it,' no one's gonna listen. You need data to back that up." One customer named Jill kept getting her frozen food delivered warm. She'd been bounced through layer after layer of escalation, and nobody had actually fixed it. In the latest episode of How to Love a Customer, Victoria Rose Weiss, Senior Director of Customer Experience at Smalls, explains what she did next, and why it mattered more than solving Jill's order. She got Jill her product. Then she asked the real question: how many other customers are quietly hitting this exact problem and just canceling instead of complaining? That single call became a cross-functional push across operations, digital product, and CX. Her point is one every CX leader has run into: your gut isn't enough to move a room. You need the numbers next to the story. Hear Victoria's take on: - Reading a single escalation as a pattern, not a one-off - Building the data case that gets leadership to act - Where AI fits in CX, and the line she won't cross 🎧 Catch the full conversation on How to Love a Customer wherever you get your podcasts.

"My hunch was, people are canceling their subscription with us, not because they don't want the food, but because we can't successfully deliver it to them." In the latest episode of How to Love a Customer, Victoria Rose Weiss, Senior Director of Customer Experience at Smalls, shares how one escalated customer named Jill changed how her team thought about a delivery problem. Jill loved the product. It just kept arriving warm. After several layers of escalation got her nowhere, Victoria jumped on a call, and what started as one frustrated customer turned into a cross-functional work stream across operations, digital product, and CX. The lesson: whatever one customer is experiencing, others probably are too. You just have to go find them, and bring data when you do. In this episode, Victoria dives into: - Why one escalated customer is usually a signal, not an outlier - How to quantify a CX problem so leadership actually listens - Where AI belongs in CX, and the one thing she says is non-negotiable 🎧 Catch the full conversation on How to Love a Customer wherever you get your podcasts 👇 Podbean - https://lnkd.in/ekp4zsEC Apple Podcasts - https://lnkd.in/esACDyBm Spotify - https://lnkd.in/e6-CtDMn YouTube - https://lnkd.in/eUwaeEDu

If you run customer feedback analysis and you're weighing whether to build an AI agent for it, you need to know what actually holds up in production versus what breaks the first time real data hits it. This session shows you where these projects succeed, where they fall apart, and what separates the two. We'll explore what it takes to build an AI feedback agent that delivers consistent, trustworthy results at scale. We'll cover the practical considerations behind infrastructure, data quality, model performance, and long-term maintenance, as well as real life learnings and the trade-offs between building in-house and adopting existing solutions. You'll hear from: → Kevin Griffin, Head of UX and Design, Zepz → Luke Moore, CRO, Chattermill → Aji Ghose, Chief Scientist, Chattermill Bring your questions. Leave with a clear sense of what to build and what to avoid. 🗓️ 9th & 10th July (UK/EU + US sessions) Register now: https://lnkd.in/eKt_aCdS

Everyone’s talking about AI agents. But what does it actually take to build one that delivers reliable, actionable insights from customer feedback? 🎙️ Join Kevin Griffin, Luke Moore and Aji Ghose for our live webinar, What It Actually Takes to Build an AI Agent for Customer Feedback Analysis, where they’ll share practical lessons from building AI-powered feedback analysis systems. From data quality and infrastructure to model performance, scaling challenges, and long-term success, we'll discuss what works, what doesn’t, and what teams should consider. 🗓️ 9th & 10th July (UK/EU + US sessions) 👉 Register Now: https://lnkd.in/eKt_aCdS #AI #AIAgents #CustomerFeedback #CX #CustomerExperience #VoiceOfCustomer #ArtificialIntelligence

"If you automate and never look at what people are writing, it's like a carpet principle. You covered the problem. It's not a problem anymore. But people are quietly leaving." In the latest episode of How to Love a Customer, Olga Ivanova, Senior Director of Customer Experience at inDrive, names one of the quietest failure modes in CX - and it's one that gets more dangerous the more you invest in automation. When you deflect contacts without tracking what's underneath them, problems don't get solved. They get muffled. The volume drops. The dashboards look better. And somewhere in the background, churn ticks up. Olga's rule at inDrive: look at all contact reasons, automated or not. A problem resolved in one second is still a problem - if it keeps happening, someone in product needs to know about it. In this episode, Olga dives into: - Why automation without visibility is a VoC blind spot - and how to make sure deflection doesn't become data suppression - The two-sided conflict problem: when a rider and a driver tell opposite stories, and your agent wasn't there - how inDrive built a model to decide fairly at scale - Why she'd retire "delight the customer" as a CX goal - and why consistency is harder, more important, and more honest 🎧 Catch the full conversation on How to Love a Customer wherever you get your podcasts 👇 Podbean - https://lnkd.in/eSrpQjcv Apple Podcasts - https://lnkd.in/eCTxyVBc Spotify - https://lnkd.in/e-GiT2Rz YouTube - https://lnkd.in/enSejfTM

"I do believe that the best customer support is the one which was never contacted." In the latest episode of How to Love a Customer, Olga Ivanova, Senior Director of CX at inDrive, shares what eight years in ride-hailing CX has taught her - including why the most important support interaction is the one that never happens. inDrive operates in 48 markets across LatAm, MENA, and beyond. It's the second-most-downloaded ride-hailing app in the world - and one of the most complex CX environments imaginable, built on a two-sided bidding marketplace where drivers and riders set their own prices. In this episode, Olga dives into: - Why "delight the customer" is a trend she'd retire - and what she'd replace it with. In most industries, consistency beats delight. In ride-hailing, you just want to get from A to B with zero friction. - How inDrive built an AI-assisted conflict resolution model for the hardest problem in two-sided marketplaces: when a rider says one thing and the driver says the opposite, and your agent wasn't there. - The "carpet of automation" problem - why automating customer contacts without tracking what's underneath them can silently hide product failures while customers quietly churn 🎧 Catch the full conversation on How to Love a Customer wherever you get your podcasts 👇 Podbean - https://lnkd.in/eSrpQjcv Apple Podcasts - https://lnkd.in/eCTxyVBc Spotify - https://lnkd.in/e-GiT2Rz YouTube - https://lnkd.in/enSejfTM

Casper Overbeek, Chief Product Officer at citizenM hotels, strongly believes that knowing what's happening right now, not last month, is what actually lets you fix things. "Most brands measure experience at one moment. We measure it at every step - and we call it a customer performance score." From a custom journey metric to real-time feedback piped straight into Slack, Casper explains how CitizenM built a system where insights don't sit in a dashboard waiting to be reviewed. They land in front of the people who can act on them immediately. Hear Casper dive into: - Why CitizenM's ambassadors have one KPI — guest satisfaction — and full autonomy to act on it, no permission needed - The Mamba app failure: how a well-intentioned product went unused until the team actually listened to frontline staff - How piping live customer feedback into a Slack channel replaced months of dashboard-watching with immediate action 🎧 Catch the full conversation on How to Love a Customer wherever you get your podcasts 👇 Podbean - https://lnkd.in/dPvCJYuu Apple Podcasts - https://lnkd.in/eCTxyVBc Spotify - https://lnkd.in/e-GiT2Rz YouTube - https://lnkd.in/dJpeDGvW

ICYMI: Jai Patel from Nike made a case that most brands are solving the wrong problem on his How To Love a Customer episode. "Consumers will not remember efficiency. They will definitely remember intent." The technology exists. The strategies get written. But somewhere between the boardroom and the shop floor, the customer experience falls apart because the people delivering it weren't part of the conversation. In this episode, Jai dives into: - Why "omnichannel" has become one of the most misused words in retail and what actually connecting online and offline journeys looks like in practice - The WhatsApp for Business initiative at Bicester Village that kept the human touch alive when shoppers couldn't find what they needed in-store - Why companies that only firefight never build the foundation they need and how to carve out time for the longer view when everything feels urgent 🎧 Catch the full conversation on How to Love a Customer wherever you get your podcasts 👇 Podbean - https://lnkd.in/ez8_43_z Apple Podcasts - https://lnkd.in/eRehmxhF Spotify - https://lnkd.in/eRs9-w4W YouTube - https://lnkd.in/eKjQqSMj

"Most brands measure experience at one moment. We measure it at every step - and we call it a customer performance score." In the latest episode of How to Love a Customer, Casper Overbeek, Chief Product Officer at citizenM hotels, shared how the boutique hotel brand tracks customer promises across the full journey and why knowing what's happening right now, not last month, is what actually lets you fix things. From a custom journey metric to real-time feedback piped straight into Slack, Casper explains how CitizenM built a system where insights don't sit in a dashboard waiting to be reviewed. They land in front of the people who can act on them immediately. Hear Casper dive into: - Why CitizenM's ambassadors have one KPI — guest satisfaction — and full autonomy to act on it, no permission needed - The Mamba app failure: how a well-intentioned product went unused until the team actually listened to frontline staff - How piping live customer feedback into a Slack channel replaced months of dashboard-watching with immediate action 🎧 Catch the full conversation on How to Love a Customer wherever you get your podcasts 👇 Podbean - https://lnkd.in/dPvCJYuu Apple Podcasts - https://lnkd.in/eCTxyVBc Spotify - https://lnkd.in/e-GiT2Rz YouTube - https://lnkd.in/dJpeDGvW

We've only gone and done it again! Six quarters running. Six G2 Leader badges. Either we're onto something or you're all way too nice in your reviews.😊 The G2 Summer 2026 reports just dropped, and Chattermill is once again a Enterprise Leader in Feedback Analytics. Big thanks to every customer who wrote a review. The trophy shelf is officially out of room. On to seven. 💙