Chris Ward

Member Since: 7th Jan 2014
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.
Editor MyCustomer
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...
Channels
30th Sep 2020
CX Leader of the Year 2020 finalists revealed
With all the applications examined, and the supporting material digested, MyCustomer can now reveal the finalists of CX Leader of the Year...
Engagement
29th Sep 2020
On-demand webinar: How to guide your customers through the next phase of uncertainty
There have been countless articles, virtual conferences and webinars promising to guide you and your business through the ‘new normals’...
Management