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

3rd Feb 2021

5 ways Jeff Bezos transformed customer experience

Amazon’s founder, Jeff Bezos, has announced he will step down as chief executive of the retail and technology giant, in the second half of...

Strategy

28th Jan 2021

Have chatbots and video reached the customer service tipping point?

No two customer service channels have had as many twists and turns in fortune as chatbots and video. Take chatbots. Popularised and...

Channels

8th Jan 2021

Has COVID-19 created more compassion in brands?

As countries around the globe continue to battle the coronavirus pandemic, empathy and compassion have become central themes of discussion...

Strategy

18th Dec 2020

Why do digital experiences disappoint customers, and what can brands do to improve them?

There is science behind why we instinctively prefer physical experiences to those in the digital domain. In a 2017 study for the Journal of...

Ecommerce

14th Dec 2020

Community and VoC: The CX trends set to characterise 2021

Coronavirus has been the dominant force of 2020, affecting every aspect of our lives and disrupting the field of customer experience in an...

Voice of the Customer

3rd Dec 2020

Five lessons from the undisputed king of customer service: Tony Hsieh

People around the world were saddened this week to hear about the loss of Zappos founder, Tony Hsieh. Hsieh was renowned for his approach...

Management

17th Nov 2020

VIRTUAL ROUNDTABLE: How to turn CSAT into powerful insight

According to a near-infamous Wall Street Journal article published last May, 2018 and 2019 were unprecedented years for the adoption of...

Voice of the Customer

30th Oct 2020

COVID-19 causing sea change in CX programmes, study finds

Nearly all organisations have made major changes to their customer experience strategy as a result of Covid-19, a new study from Precisely...

Management

28th Oct 2020

CX Leader of the Year 2020: Six highly commended applicants revealed!

Having assessed the applications from the 25 CX Leader of the Year finalists , our panel of expert judges were so impressed by the calibre...

Engagement

15th Oct 2020

Has the humanity been stripped from customer service complaints?

“One customer told me in no uncertain terms that coronavirus was all my fault, and that I’d ruined his year. It was savage. All because I...