Latest news

We have launched the follow up to our ground breaking Multichannel Customer Experience Report. Last year’s report provided insight into how businesses were thinking and acting in the area of multichannel customer experience.

The 2011 survey covers:

•         What attributes are important for delivering a great customer experience? 
•         How well does your organisation (or your clients) integrate different touch points?
•         With questions around organisational maturity, measurement and challenges

Last year we used our maturity model to look at the progress organisations were making across five important dimensions of customer experience: Leadership and culture, brand, customer insight, customer touch points and systems and processes

We believe if an organisation can capture these five dimensions in their roadmap, then they are likely to gain the business performance improvements they are searching for, to implement a multichannel customer experience strategy.

We will be using our maturity model to see if companies have changed their behaviours in these five areas, over the past year. To enhance the report further, we will also be running a second B2C survey alongside this one but we will keep you updated on that before it is launched in July.

Complete the Multichannel Customer Experience survey here, and receive a FREE copy of the full report in advance.

Guy Stephens joins as senior consultant in social customer care, while Richard Sedley becomes commercial director, overseeing expansion of client development

London, UK –15 December, 2010 – Foviance, the UK’s leading customer experience consultancy and usability specialist, has appointed Guy Stephens as senior social customer care consultant, and Richard Sedley as commercial director. Both will be based at Foviance’s London headquarters.

Paul Blunden, CEO of Foviance said: “We’re delighted to have both Guy and Richard on our team here at Foviance. Both appointments are indicative of the company’s growing emphasis on providing more strategic value to all of our clients.”

In his new role as senior social customer care consultant at Foviance, Guy Stephens is already exploring how social media is changing the way companies and customers work and communicate with each other. Fundamental shifts in how customer service is provided over the last two years as a result of social media, are presenting businesses with a new and very different set of challenges. Guy will use his considerable experience and expertise in this field to ensure Foviance is able to help clients undergoing this transformation. Before joining Foviance, Guy was customer knowledge manager for The Carphone Warehouse where he began use of social media within customer service, primarily through Twitter, blogs, YouTube and Facebook.

As Foviance’s new commercial director, Richard Sedley will oversee the expansion of the company’s client development team as well as working to increase the value of the multi-channel services that Foviance already successfully delivers for its clients. Additionally, as course director for social media at the Chartered Institute of Marketing, Richard will ensure that Foviance clients are always best placed to take advantage of developments in the social web. Prior to joining Foviance Richard worked at cScape where he launched its Customer Engagement Unit, creating bespoke customer engagement strategies comprising audience research, metrics, analysis and segmentation, multi-channel engagement campaigns and communication optimisation.

Paul Blunden said: “Foviance is recognised as a leader in the field of customer experience consulting. Guy and Richard’s considerable experience of customer engagement and customer service within social media complements and extends our existing analytics, research and user experience skills to offer our clients an unrivalled customer service offering.”

For further information please contact:

Paul Blunden, CEO

Tel: +44 (0)8450 546 500
Fax: +44 (0)8450 546 501

London, UK, 10th November 2010

World Usability Day is an annual event which was founded by the Usability Professionals’ Association in 2005. The event’s aim is to raise awareness of the work that is carried out by usability professionals to make everyday products and services easier to use, and is an opportunity for organisations and individuals to train others in usability and best practice.

This year’s World Usability Day is taking place on 11th November and is centred on the theme of communication. Read more about: The good and bad ways of communicating

London, UK, 5th November 2010

Customer preference for multi-channel customer experience is transforming big business in the UK

British businesses struggle in quest for “holy grail of single customer view”, as the number of brand touch-points on a customer’s journey continue to grow

More than two-thirds (69%) of UK businesses are just beginning to develop a multi-channel customer experience strategy, despite the increasing number of online and offline touch-points in a customer journey, according to research published today by Econsultancy and Foviance. Read more about: UK businesses struggle in quest for “holy grail of single customer view”

Recent research from Foviance and Econsultancy provides key insight about firms’ attention to multi-channel customer experience strategy

London, 13 October 2010 – Foviance CEO Paul Blunden and Econsultancy’s Director of Research Linus Gregoriadis are speaking at the multi-channel event “JUMP” and sharing findings from recent research. For example, 68% of business surveyed recognised a strong link between customer experience and long term business performance but 78% do not have a well-developed strategy in the area. Read more about: Firms are immature in their thinking and adoption of multi-channel customer experience strategy

As part of the events being held around the UK to mark National Complaints Day on Thursday 12th August, Foviance has organised a roundtable event to discuss the emerging impact of social media on complaints and customer service.

The roundtable brings together senior customer service managers and decision-makers from the world of finance, telecoms, regulatory bodies and travel including BT, Ministry of Justice, Society of Consumer Affairs in Europe, PayPal UK, Thomas Cook, together with Beyond Philosophy, 6Consulting and Foviance. Read more about: The Emerging Impact Of Social Media On Complaints & Customer Service Roundtable

8th April 2010, London: The Web Analytics Association, the world-wide web analytics professional and standards body, has appointed Matthew Bragg, a Key Account Director at cross-channel customer experience consultancy Foviance, to be it’s UK Country Manager. Bragg, who is well known in the UK web analytics community was offered the influential role in order to raise the profile of the WAA in the UK and to champion the benefits of web analytics to a wider community. Currently working as a Key Account Director for Foviance, Bragg assists a number of big name UK brands to maintain a consistent customer experience and get the most out of their web analytics systems. He is looking forward to the extra challenge of helping to run the WAA operation in the UK. Read more about: Web Analytics Association Appoints UK Country Manager

London, UK, 25 March 2010 – Customer Experience matters worldwide, and Foviance is extending their expertise into Asia

Foviance, a leading UK cross-channel customer experience consultancy, announces it has opened its first China office in Shanghai “Foviance Asia”.

The Shanghai office is the first international office for Foviance and represents the starting point for their international expansion plans. The company already carries out customer research in Asia for a number of global brands including Dell and Nokia from its London head quarters and believes having a physical presence will enhance their capabilities to support clients. Read more about: From East to West, customer experience is best