On Customer Experience

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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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.

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:

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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

This is the fourth podcast in our ‘…on Customer Experience’ series of interviews. This interview was with Graham Webster Director, Customer Experience for Telefónica and Marty Carroll.

Graham provides some real insights into an organisation that is putting the customer experience front and centre of its strategy. He discusses how customer experience acts as a growth enabler for Telefónica, the world’s 3rd largest telecommunications company.

• Episode title: Graham Webster on Customer Experience
• Episode number: 4
• Series: on Customer Experience
• Duration: 26 minutes

Listen now:

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Alternatively you had read the Graham Webster podcast transcript

 By Clare Mitchell Crow

In the third of our ‘…on Customer Experience’ podcast series, we talked to David Lengen, Head of eBusiness for Citi and Egg.

In the interview he discusses Citi’s approach to customer experience, how they measure and score their efforts internally and, when it’s important to maintain a UK focus vs a global focus.

• Episode title: David Lengen on Customer Experience
• Episode number: 3
• Series: on Customer Experience
• Duration: 25 minutes

Listen now:

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or Download the David Lengen podcast (12mb)

Alternatively you can read the David Lengen podcast transcript

 By Clare Mitchell Crow

In the second of our ‘…on Customer Experience’ podcast series, we talked to Angus Cormie, Dell’s Head of eBusiness EMEA for Consumer.

In the interview he discusses Dell’s approach to customer experience research, innovation in tough times and how they are using social media to reach out to their customers.

• Episode title: Angus Cormie on Customer Experience
• Episode number: 2
• Series: on Customer Experience
• Duration: 25 minutes

Listen now:

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An abridged version of the conversation between Angus Cormie and Lead Consultant Clare Mitchell Crow can be read in our April Newsletter.

You can also read the podcast transcript.

 By Clare Mitchell Crow

In this, the first episode in our ‘…on Customer Experience’ podcast series, we talk to Marc Sands, Marketing Director of The Guardian.

• Episode title: An interview with Marc Sands, Marketing Director at The Guardian.
• Episode number: 1
• Series: On Customer Experience
• Duration: 36 minutes

Listen now:

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Or, Download the Marc Sands podcast (25mb)

There is an abridged interview in the Foviance Newsletter

Alternatively you can read the podcast transcript

About our ‘… on Customer Experience’ podcasts

The ‘… on Customer Experience’ podcast is a series of interviews with senior figures from some of the world’s most respected businesses, focusing on the strategic importance of customer experience. Throughout the series we hope to shed some light on the ways in which organisations are using customer experience to gain competitive advantage.