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

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

17th Oct 2019

Who should own customer journey mapping?

Recent trends in the airline industry are a great example of why having a clear understanding of customer journeys is so important...

Management

2nd Oct 2019

90% of consumers expect service queries to be resolved within 24hrs

Nine out of ten customers now expect their service and support queries to be resolved within 24 hours by brands, according to new findings...

Channels

30th Sep 2019

Case study: How Tesco Mobile listens to customer feedback and takes action

In this case study , you'll discover how Tesco Mobile worked with InMoment to evolve its approach to delivering meaningful action from...

Voice of the Customer

27th Sep 2019

Why neutral customer emotions are so important to contact centre success

Back in 2012, Adelaide-based businessman Andrew Khan called the contact centre at Australian airline, Qantas to confirm some details ahead...

Engagement

6th Sep 2019

Brian Solis: How to identify your moments of truth

In his 2013 book, What's the Future of Business? , author and thought-leader, Brian Solis highlighted the four moments of truth that can...

Engagement