Chris Ward
MyCustomer.com
United Kingdom
Contact Chris
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Past articles by Chris:
How the world's best CX leaders approach their Voice of the Employee initiatives
We analyse the work of customer experience leaders from big brands including Amazon, M&G and Nedbank. → Read More
CX job vacancy of the week: Barratt
Looking for your next step in the world of customer experience and customer service? Every week, MyCustomer scours the internet to find the latest CX job → Read More
The changing CX tech marketplace
The customer experience technology market is evolving at pace – principally in Voice → Read More
Live virtual roundtable – How to prepare for the future of CX
The coronavirus pandemic has led to dramatic shifts in customer behaviour, from the way we shop to the way we contact a brand with a customer service query.& → Read More
Coronavirus leads to shift in top consumer complaints, study finds
The coronavirus crisis has put an untold strain on customer service teams. Many contact centres are having to grapple with new forms of remote working, whils → Read More
Customer surveys gone stale? Why COVID-19 should be the catalyst for enhancing your VoC programme
In 2016, in what was possibly the most meta consumer survey of all time, a → Read More
CX job vacancy of the week: Mindspace
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlight → Read More
Did science and soft skills save CX from stagnation in 2019?
How has employee engagement and a more scientific understanding of customer emotions helped customer experience management evolve in 2019? → Read More
Infographic: How contact centres must respond to the CX megatrends
Analysts are reporting that customer experience (CX) standards around the world are stagnating. But midsize players are perfectly placed to capitalise on the → Read More
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 → Read More
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 a → Read More
Is customer journey management now mainsteam?
Customer journey management has “arrived” as a standard practice in large businesses.This is the view of Kitewheel’s recent → Read More
Growing focus on staff engagement driving up CX standards in UK
New research reveals steady improvement in customer experience standards in Britain - with efforts to improve employee engagement being a key contributor. → Read More
What is semiotics and how can it help us decode customer emotion?
Are CX professionals missing vital signals when trying to understand more about their customers' emotions? → Read More
One year on: How has GDPR changed the customer data landscape?
A year since the EU's General Data Protection Regulation (GDPR) came into force. How has the legislation changed businesses and their customers' approach to data? → Read More
Brian Solis: How to deliver CX in the age of digital distraction
How distracted are you by your digital devices?And how does your business deliver experiences in the age of digital distraction?In this episode → Read More
What does Google’s £44m GDPR fine mean for marketers?
Google has been fined €50m (£44m) for breach of GDPR laws. → Read More
Four major marketing trends set to dominate 2019
We delve into the data and lean on expert opinion to highlight the topics that look set to rule the marketing leader’s to-do list over the next 12 → Read More
Six major customer service trends in 2018 and why they matter
What have customer service leaders been focused on over the last 12 months?Throughout 2018 we’ve witnessed some major trends come → Read More
2018 in customer service: Stagnating satisfaction and blended AI
What have customer service leaders been focused on over the last 12 months?Throughout 2018 we’ve witnessed some major trends come → Read More