Metrics

Dive into essential metrics like Net Promoter Scores, Customer Lifetime Value, and Customer Satisfaction Scores to drive informed CX decisions.

Why Your NPS Plateaus at Scale and How to Fix It
NPS stuck? Discover the structural reasons why scores plateau at scale...
Mikhail Dubov
CEO & Co-Founder
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How to Calculate the Revenue Impact of NPS Improvements
Liliana Osorio
VP of Marketing
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How to Translate CX Metrics Into CFO-Approved Budget Requests
Liliana Osorio
VP of Marketing
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How to Categorize NPS Open Text Responses at Scale
Mikhail Dubov
CEO & Co-Founder
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Lyra AI: addressing concerns about AI adoption

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Dr Aji Ghose
CEO Chairman and Co-founder, Intercom

Quick-start guide for Lyra AI

Mariana Lisboa
CEO Chairman and Co-founder, Intercom

Why Lyra AI comes out on top when comparing AI platforms for text analysis

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Jordan Clive
CEO Chairman and Co-founder, Intercom

The strategic and tactical divide in CX: how we built Lyra AI to bridge the gap

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Luke Moore
CEO Chairman and Co-founder, Intercom

Lyra AI uncovered: what customers always ask

Dr Aji Ghose
CEO Chairman and Co-founder, Intercom

Everything you need to know about Lyra, the breakthrough AI technology for customer experience

Dr Aji Ghose
CEO Chairman and Co-founder, Intercom

The essential guide to Experience-Led Growth (XLG)

Mikhail Dubov
CEO Chairman and Co-founder, Intercom

A Guide to Voice of Customer Analysis
Unlock insights with Voice of Customer Analysis for satisfaction and growth. Build a customer-centric strategy for continuous improvement with Voice of Cus...
Mikhail Dubov
CEO & Co-Founder
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The point of no return? Why returns analysis is essential in 2024
We explore how retail and ecommerce brands can reduce returns and not only save a lot of money, but deliver great buying experiences for their customers in...
David Ascott
Strategy Lead
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Frubana deepens partnership with Chattermill to leverage NPS insight...
Mikhail Dubov
Co-Founder & CEO
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Why you're wrong thinking about ditching NPS
We look at some of the criticism levelled at NPS and why we think it's a good idea to think twice before you get rid of it
David Ascott
Strategy Lead
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With survey response rates falling off a cliff, how will you listen ...
We explore how VoC programs are about to fundamentally change due to falling response rates and discuss several ways you can prepare for the future.
Dmitry Isupov
Co-Founder
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What is CSAT (Customer Satisfaction Score)?
Learn about CSAT (Customer Satisfaction Score) & its importance in measuring customer happiness. Measure, improve, & boost loyalty with CSAT insights.
Arron Westbrook
Former Content Marketing Lead
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Customer Feedback Analysis: Steps for Collecting, Analyzing & Acting...
Learn how to analyze customer feedback with AI. Discover the methods,steps, and tools like Chattermill CX teams use to improve NPS, reduce churn, and drive...
Arron Westbrook
Former Content Marketing Lead
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Impact Analysis: Making Sense of Why Your Key Metrics Change
Now you can discover what’s driving positive and negative sentiment across all of the data you collect. Drill down into the trends influencing your net sen...
Tom Sykes
Product Marketing Executive
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Customer Retention Metrics & How to Measure Them
Which customer retention metrics should retailers measure, and which metrics don’t matter as much – such as NPS scores and survey results.
Arron Westbrook
Former Content Marketing Lead
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