Events

The Institute of Customer Service Annual Conference, held at the London Marriot Grosvenor Square Hotel, consists of nine keynote speakers and six workshops. The focus of the 2 day event will be around improving profitability through employee engagement and choosing the right service model for your business.

Guy Stephens, Senior Consultant at Foviance, will be holding a workshop on How social media is influencing behaviour within customer service.

Other discussions include:

• Building your business model around customer commitment
• Why customer service needs to be at the heart of every strategy
• Retaining your reputation on a social media platform
• How customer service can can contribute to recovery from the downturn

The Social Media & Mobile Engagement Directors Forum, hosted by the Customer Engagement Club and sponsored by Foviance will discuss: How to create strategies and operations for social media and mobile devices. Including the ways these can drive business performance and improve customer and employee engagement.

Richard Sedley, Commercial Director at Foviance will be a keynote speaker.

His presentation will include:

• Meeting the mobile and social challenge
• How media and mobile became such important channels for customer engagement
• Key issues facing organisations who wish to maximise their use of these channels
• Examples illustrating pitfalls and best practice.

To view Richard’s slides from the day.

TFM&A delivers industry insight, trends and developments as well as leading suppliers of digital, direct, data and CRM solutions. Add to this, unrivalled networking opportunities for marketing, advertising & media professionals.

John Dumas of Foviance will be presenting: How to create a great web experience: Get more from your website and landing pages

Discover how to get more from your website and landing pages by attending this session. Topics include:

• Usability best practice
• The latest tools to analyse and improve website performance
• Improving landing pages and users experience

Richard Sedley is presenting: Social media: Latest trends and techniques

Discover the latest in social media. This session includes:

• How to build a social media plan for your organisation
• Suitable tools and platforms
• Measuring the effectiveness of social network marketing

In January 2011, Foviance will be opening the CRM track at the ICE Conference in London.

Foviance is building a gaming panel of >200 players/punters by January 2011 and will survey them based upon questions our clients and other operators want to know regarding CRM and Loyalty. The research that Foviance conducts will be presented by Mariana Da Silva at the ICE conference and the session is entitled, “CRM and Loyalty in the Gaming Sector: Examining the Current State of Play”.

*Foviance is looking to recruit a panel of online bettors (sports, poker, bingo, casino) who are interested in helping us with our in-house gaming research projects. This could mean you complete an online survey, or visit us to provide feedback on a new product or being a member of a focus group. In fact, it could be any type of research that involves feedback around online gaming.

All participants will be provided incentives for helping us. This could be a cash incentive, gift vouchers or points that can be accumulated and put towards a cash / voucher incentive.

If you are interested in joining our research panel, please complete the survey and we will keep your details on our database.

We are very serious about data protection and guarantee that your information will be protected. You can withdraw from the panel at any time.

Richard Sedley, Commercial Director at Foviance will be a guest speaker at the first ever Digital Futures Not-For-Profit event, being held at The Hospital Club in Covent Garden.

Richard will be talking about the use of social psychology in digital design, drawing on examples from the increasingly popular field of behavioural economics. He’ll ask the question, what are the ethics of ‘design for behaviour’?

The event rund from 6.30-8.00pm  and is sponsored by Ultraspeed

NMA Live will be introduced by Foviance’s Head of Gaming User Experience, Mariana Da Silva – From usability to user experience. What user-centred techniques can bring to businesses.

User experience is the evolution of usability. Adopting a user-centred approach has moved on from making web sites easier to use and become a crucial part of understanding customer behaviour and developing digital strategy. The NMA Live event will look at the benefits of adopting a user-centric approach and how to go about doing so.

Customer Services in a Social Media World. Join industry peers at the first ever dedicated social media conference for customer services. The day will address the opportunities and challenges presented by the fast rise of this powerful new medium.

Guy Stephens, Senior Consultant, Foviance will be speaking about:

Managing customer complaints in social media

Guy will draw from experience setting up Carphone Warehouse’s customer service social media strategy to highlight how best to manage complaints online. In addition, Guy will focus upon the need for close working across company departments, and how best to manage social media complaints on this basis.

Catriona Campbell will be speaking at the annual Charities IT Conference with  media celebrity Jackie Brambles. A number of Foviance’s charity clients attended last year and we look forward to seeing them again this year.

Catriona’s session will include:

Web Development & Content Management

Getting your website strategy right
- Optimising your website for maximum interactivity and usability
- Integrating your website and supporter database
- Engaging and embedding a new kind of giving and sharing culture for future generations
- Utilising video resources for an effective call for action

Catriona Campbell – Usability Expert
FOVIANCE

Jackie Brambles – Media & video expert
BROADSTANCE MEDIA