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

www.youtube.com/watch?v=5Ycr3uo_TJU

Part 2: 6 minutes, 3 seconds

www.youtube.com/watch?v=AhziHMtC5_M

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

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: Download audio file (ashley_friedlein_on_customer_experience.mp3)

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.

• 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: Download audio file (foviance-gaming-ep14-rasmus-soejmark.mp3)

Alternatively you can read our podcast transcript

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: Download audio file (paul_weald_rxp_and_penny_downs_multi_media_contact_centres1.mp3)

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

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: Download audio file (ashley-friedlein-on-twitter.mp3)

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

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: Download audio file (foviance-gaming-ep13-keith-mcdonnell-bodog.mp3)

Or, Download the Keith McDonnell podcast ( 8.12mb)

Alternatively you can read the podcast transcript

Back to Gaming podcasts

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: Download audio file (foviance-gaming-ep12-andy-mciver-sportingbet.mp3)

Or, Download the Andy McIvor podcast (8 mb)

Alternatively you can read the podcast transcript

Back to Gaming podcasts

Interview with Jason Spencer, MD of Millward Brown

• Episode title: An interview with Jason Spencer
• Episode number: 3
• Series: Expert Interviews
• Duration: 35 minutes

Listen now: Download audio file (foviance-expert-interview-jason-spencer.mp3)

Or, Download the Jason Spencer podcast (16mb)

An abridged version of the conversation between Jason Spencer and Paul Blunden can be read in our June Newsletter.

Alternatively you can also read the Podcast transcript

This weekend I caught up with Marcus Wareham, CEO of Mfuse. We talked about the challenges Mfuse face in providing the mobile offering for sportsbook operators such as Ladbrokes, Bet365, and Sportingbet.

We also discussed how the developments in mobile technology, in particular the increased use of the touchscreen, are going to change the betting experience for users.

• Episode title: Marcus Wareham from Mfuse on Mobile
• Episode number: 11
• Series: Innovations in eGaming
• Duration: 16 minutes

Listen now: Download audio file (Foviance-Gaming-ep11-Marcus-Wareham-mFuse.mp3)

Or Download the Marcus Wareham podcast (8 mb)

Alternatively you can read the podcast transcript

Back to Gaming podcasts

Foviance’s founder, Catriona Campbell, recently spoke at a number of gaming conferences including eGaming Review’s Power50 and Bullet Business’s Online Bingo Summit. I caught up with her last week to talk about the main topic of the presentations she gave – Social Gaming. We talked about the challenges operators have in engaging their players both on their own sites and on the web in general.

• Episode Title: Catriona Campbell from Foviance on Social Gaming
• Episode number: 10
• Series: Innovations in eGaming
• Duration: 11 minutes

Listen now: Download audio file (foviance-gaming-ep10-catriona-campbell-foviance.mp3)

Or Download the Catriona Campbell from Foviance podcast ( 5.5mb)

Alternatively you can read the podcast transcript

Back to Gaming podcasts