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

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

25th Mar 2021

On-demand virtual roundtable debate: What key factors make or break CX?

In the recent eBook from Sabio, Securing CX Success: The ultimate guide to customer experience a clear truth is highlighted about the...

Management

8th Mar 2021

How do we ensure customer experiences are inclusive?

In October of 2020, Forrester announced that inclusion was set to be one of customer experience’s major trends of 2021 . In the video...

Engagement

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

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’?

On-demand virtual roundtable debate: What key factors make or break CX?

How do we ensure customer experiences are inclusive?

5 ways Jeff Bezos transformed customer experience

Have chatbots and video reached the customer service tipping point?

Has COVID-19 created more compassion in brands?

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

Community and VoC: The CX trends set to characterise 2021

Live Q&A: Who is delivering modern enterprise CX?

What is social sigma?

10 cognitive biases to improve your marketing

Latest resources