Chris Ward

Member Since: 7th Jan 2014

Bio

Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.

Chris Ward

Editor MyCustomer

24th Jan 2020

Customer satisfaction levels “lowest in 5 years”

The Institute of Customer Service has revealed the findings of its latest UK Customer Satisfaction Index (UKCSI), with levels dropping for...

Management

10th Jan 2020

Four factors that will reshape customer experience roles in 2020

The 2010s saw the emergence of customer experience as a discipline, bringing with it the usual smorgasbord of pros, cons, opportunities and...

Loyalty

20th Dec 2019

What happened to the role of the experience-driven CMO in 2019?

As we highlighted in a news report in February , it was only three years ago that CMOs declared their intent as heir apparent to customer...

Strategy

9th Dec 2019

Did science and soft skills save CX from stagnation in 2019?

As revealed in our recent analysis of the decade , customer experience has come a long way in the last 10 years. A relatively new term in...

Loyalty

26th Nov 2019

Infographic: How contact centres must respond to the CX megatrends

Analysts are reporting that customer experience (CX) standards around the world are stagnating. But midsize players are perfectly placed to...

Contact centres

7th Nov 2019

CX Leader of the Year 2019 winner: Sandra de Zoysa, Dialog Axiata

Following in-depth analysis of the applications from the 25 CX leader finalists, our panel of judges have selected Sandra de Zoysa as 2019'...

Engagement

6th Nov 2019

Five techniques from psychology that improve contact centre performance

This article was originally published in March, 2014. If there’s one thing that employees and managers within the sector can agree on, it’s...

Contact centres

29th Oct 2019

How should marketing and customer service teams collaborate?

Anyone in a customer-facing role can arguably call themselves a marketer. Any brand advocate could do the same. As McKinsey said back in...

Strategy

28th Oct 2019

What separates NPS leaders and laggards in the UK?

Such is the fight for home delivery dominance that, in the US, Walmart recently announced an ‘InHome’ service . For those not content with...

Voice of the Customer

25th Oct 2019

Call centres: The three most annoying things customers hear on hold

Being kept on hold used to be seen as a pastime. A rite of passage for people looking to be indoctrinated into the world of a new brand, or...

Contact centres