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

21st Jun 2021

How much autonomy should your customer service staff have?

In July 2020, Nadia Begum was fired from her role as a bank manager at an Oxford branch of Lloyds, after she had been found to be in breach...

Management

17th Jun 2021

Large firms see customer experience as a marketing initiative, new study finds

The latest research from the CMO Council has found that many senior business executives in large organisations believe it to be the role of...

Strategy

10th Jun 2021

COVID drives major spike in email as a service channel, study finds

It’s half a century since software engineer Ray Tomlinson, in a windowless room in Massachusetts, introduced the @ symbol into some...

Channels

4th Jun 2021

Entries open for CX Leader of the Year 2021

MyCustomer is pleased to announce the 2021 CX Leader of the Year award is now open for entries . In its third year, the CX Leader of the...

Engagement

21st May 2021

Why customer complaint numbers remain at record levels in 2021

The last 15 months have been a major challenge for complaint handling teams, especially in specific sectors such as finance and travel...

Management

20th May 2021

New look MyCustomer, same commitment to customer experience

As part of MyCustomer’s ongoing commitment to serving customer experience and customer service professionals with the latest and most...

Strategy

28th Apr 2021

New MyC report: What is the future of CX in the financial services industry - and how can FS businesses prepare?

The global pandemic has been a wakeup call for the Financial Services Industry (FSI), changing it at a rate never seen before. But in its...

Channels

13th Apr 2021

Video debate: How do you engage senior leaders in customer experience?

As Heart of the Customer 's Jim Tincher explained in a 2020 MyCustomer post, Most CX programmes struggle to get true leadership buy-in at...

Management

30th Mar 2021

ON-DEMAND WEBINAR: How to deliver personalised customer engagement with a hybrid workforce

With 25-30% of employees expecting to continue working remotely long-term, many businesses are having to reimagine how they deliver...

Management

29th Mar 2021

Chatbots after COVID-19: What does the future hold for the ‘virtual idiot’?

It was only two years ago that a Forrester report , somewhat disparagingly, declared that the majority of chatbots were poorly-implemented...

Channels

How much autonomy should your customer service staff have?

Large firms see customer experience as a marketing initiative, new study finds

COVID drives major spike in email as a service channel, study finds

Entries open for CX Leader of the Year 2021

Why customer complaint numbers remain at record levels in 2021

New look MyCustomer, same commitment to customer experience

New MyC report: What is the future of CX in the financial services industry - and how can FS businesses prepare?

Video debate: How do you engage senior leaders in customer experience?

ON-DEMAND WEBINAR: How to deliver personalised customer engagement with a hybrid workforce

Chatbots after COVID-19: What does the future hold for the ‘virtual idiot’?

Should you stop serving unprofitable customers?

11 ways to improve CX with behavioural science

Latest resources