Podcasts

Welcome to our webinar, recorded live with Marty Carroll for World Usability Day 2009.

First of all we’d like to explain Marty’s ‘fetching’ moustache. He and some colleagues are taking part in Movember -- growing a moustache throughout November in aid of The Prostate Cancer Charity. If you would like to support this worthy cause, please donate on the Movember website. Thank you.

Back to World Usability Day, and today Marty explains why investing in customer experience is imperative to sustaining businesses long term. Showing how the changing nature of the anger/action relationship enabled by social media, means that customer experience should be on the agenda at the highest level of the organisation.

We hope you find it interesting and informative and welcome any questions or comments.

Part 1: 9 minutes, 53 seconds

Part 2: 6 minutes, 3 seconds

If you have any questions or comments, please e-mail info@foviance.com

Part 2 of Paul Blunden’s interview with Ashley Friedlein, CEO of Econsultancy. We discussed the development of customer experience outside the UK.

You can listen to Part 1 of the interview where Ashley Friedlein talks about Twitter in our Expert Interview section.

• Episode title: Ashley Friedlein on Customer Experience
• Episode number: 6
• Series: on Customer Experience
• Duration: 25 minutes

Listen now:

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Or, Download the Ashley Friedlein on customer experience podcast (MP3, 11mb)

An abridged version of the conversation between Ashley Friedlein and Paul Blunden can be read in our October Newsletter.

Alternatively you can also read the Podcast transcript.

Rasmus Soejmark spoke to Ronan Tighe to talk about his career in sports betting at Bet Brain and EveryMatrix, and starting up his increasingly popular group ‘Sports Betting Community’. We begin the interview by discussing how Rasmus got into sports betting.

• Episode title: Rasmus Soejmark from EveryMatrix
• Episode number: 14
• Series: Innovations in eGaming
• Duration: 22.40 minutes

Or, Download the Rasmus Soejmark podcast (9mb)

Listen now:

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Alternatively you can read our podcast transcript

This is the fourth podcast in our ‘…on Customer Experience’ series of interviews. This interview was with Paul Weald, Managing Director of RXP, Penny Downs, Customer Service Manager at Arsenal FC, and myself, Paul Blunden, CEO of Foviance.

This podcast has a particular emphasis on multi-media contact centres.

• Episode title: Paul Weald and Penny Downs  On Customer Experience
• Episode number: 5
• Series: on Customer Experience
• Duration: 26 minutes

Listen now:

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

Or, download the Paul Weald and Penny Downs podcast (mp3, 11.2mb)

An abridged version of the conversation can be read in our September newsletter.

Alternatively you can read the podcast transcript

In this podcast with Ashley Friedlein, CEO of Econsultancy, we discussed digital marketing in social media, specifically Twitter.

Interview with Ashley Friedleing, CEO of Econsultancy

• Episode title: An interview with Ashley Friedlein
• Episode number: 4
• Series: Expert Interviews
• Duration: 27 minutes

Listen now:

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

Or, Download the Ashley Friedlein podcast (12mb)

An abridged version of the conversation between Ashley Friedlein and Paul Blunden can be read in our August Newsletter.

Alternatively you can also read the Podcast transcript

Interview by Ronan Tighe

Keith McDonnell joins me this week to talk about Bodog Europe’s upcoming plans. I start the podcast by asking Keith about the Bodog brand as they have an innovative licensing model. We then go on to talk about what Bodog can bring to the highly competitive UK market.

• Episode title: Keith McDonnell from Bodog
• Episode number: 13
• Series: Innovations in eGaming
• Duration: 18 minutes

Listen now:

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

Or, Download the Keith McDonnell podcast ( 8.12mb)

Alternatively you can read the podcast transcript

Back to Gaming podcasts

Podcast by Ronan Tighe

Andy McIver joins me this week to talk about the past innovations of sportsbooks, and the future changes in the industry.

Andy has been extremely successful since becoming Sportingbet CEO in October 2006. At the time, the US had just passed the Unlawful Internet Gambling Enforcement Act (UIGEA) which resulted in Sportingbet having to offload their US facing businesses which represented 80% of their business. Andy had to refocus the business and target other markets in Europe and Asia. They have been very successful in doing this so I asked Andy what were the key factors in their success. In the podcast we also talked a lot about the future both in terms of the technologic advancements and the likely consequences of regulation and consolidation in the industry.

• Episode title: Andy McIver from Sportingbet on Sportsbook
• Episode number: 12
• Series: Innovations in eGaming
• Duration: 17 minutes

Listen now:

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

Or, Download the Andy McIvor podcast (8 mb)

Alternatively you can read the podcast transcript

Back to Gaming podcasts

In this podcast with Jason Spencer, the managing director of Millward Brown in Shanghai, we discussed customer experience and digital marketing in China. Read more about: Jason Spencer on digital marketing in China