A First Look at Chattermill's Proactive Agent with Kevin Griffin and Vincent Dollet

Описание: We sat down with Kevin Griffin, Head of UX and Design at Zepz, for a close look at how Zepz, the global payments platform, operationalises customer insight at scale across a fast-moving, competitive industry where pricing sensitivity is high and silent churn is a constant risk.

Kevin walked through Zepz's feedback architecture: weekly triage reviews using Chattermill as an early warning system, quarterly deep-dives to surface structural issues, and customer sentiment sitting alongside conversion and activation metrics in leadership reporting. Net sentiment isn't a 'CX metric' at Zepz — it lives in the same dashboard as revenue and retention.

"We always couple data with a verbatim that represents the issue. We want stakeholders to hear it in the customer's own words. We don't want it to just be numbers." — Kevin Griffin, Zepz

The session also explored how Zepz handles the tension between planned roadmap work and unplanned signals — like a spike in login failures traced back to a single buggy app release, caught and rolled back within a week because the Chattermill dashboard showed all complaints clustering on the same version.

Six sessions, and the same thread running through all of them: the organisations doing this well aren't the ones with the most data. They're the ones who've built the discipline to look at what others ignore, act on signals that don't appear in top-10 reports, and keep the human in the loop at exactly the right moments.

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About Chattermill:
Chattermill, the Customer Experience Intelligence company, enables leading brands to unlock their customers' reality. Global enterprises like Amazon, H&M, and Uber rely on Chattermill to operationalize CX data. Chattermill is the best-in-class AI-powered platform for CX, Product, Marketing, and Support teams to action insights from their customer data at scale, ranked no.1 in multiple G2 categories.

Learn more at https://chattermill.com/
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