Foviance - On customer experience http://www.foviance.com/podcasts Foviance is a ground-breaking customer experience consultancy, providing usability consulting services, web analytics, user experience and accessibility consultancy in London, UK. Fri, 03 Feb 2012 10:24:03 +0000 en hourly 1 http://wordpress.org/?v=3.3 Foviance Limited. All rights reserved. Foviance The On Customer Experience podcast is a series of interviews with senior figures from some of the most respected businesses in the world, 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. How are businesses using customer experience to gain competitive advantage? usability, customer experience, london, uk, customer experience consultants, user experience, foviance No Foviance info@foviance.com Ashley Friedlein on Customer Experience http://www.foviance.com/what-we-think/ashley-friedlein-on-customer-experience/ http://www.foviance.com/what-we-think/ashley-friedlein-on-customer-experience/#comments Thu, 22 Oct 2009 07:51:02 +0000 Paul Blunden http://www.foviance.com/?p=6354 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: 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.

]]> http://www.foviance.com/what-we-think/ashley-friedlein-on-customer-experience/feed/ 0 Paul BlundenInterview with Ashley Friedlein 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: [audio:http://www.foviance.com/wp-content/uploads/2009/10/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. Paul Weald and Penny Downs on Customer Experience http://www.foviance.com/what-we-think/paul-weald-and-penny-downs-on-customer-experience/ http://www.foviance.com/what-we-think/paul-weald-and-penny-downs-on-customer-experience/#comments Thu, 17 Sep 2009 01:47:07 +0000 Paul Blunden http://www.foviance.com/?p=5579 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: 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

]]> http://www.foviance.com/what-we-think/paul-weald-and-penny-downs-on-customer-experience/feed/ 0 Paul BlundenPaul Weald and Penny Downs discuss multimedia contact centres.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:http://www.foviance.com/wp-content/uploads/2009/08/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 transcript26:32No Graham Webster on Customer Experience http://www.foviance.com/what-we-think/graham-webster-on-customer-experience/ http://www.foviance.com/what-we-think/graham-webster-on-customer-experience/#comments Thu, 18 Jun 2009 12:47:28 +0000 Foviance http://www.foviance.com/?p=4116 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:Download audio file (graham-webster-edited-final.mp3)

Or, Download Graham Webster on Customer Experience podcast (11.6 mb)

Alternatively you had read the Graham Webster podcast transcript

]]> http://www.foviance.com/what-we-think/graham-webster-on-customer-experience/feed/ 0 FovianceWhy put the customer experience front and centre of strategy, our podcast provides the insight...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:[audio:http://www.foviance.com/wp-content/uploads/2009/06/graham-webster-edited-final.mp3] Or, Download Graham Webster on Customer Experience podcast (11.6 mb) Alternatively you had read the Graham Webster podcast transcript David Lengen on Customer Experience http://www.foviance.com/what-we-think/david-lengen-on-customer-experience/ http://www.foviance.com/what-we-think/david-lengen-on-customer-experience/#comments Mon, 08 Jun 2009 08:01:11 +0000 Foviance http://www.foviance.com/?p=4016  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: Download audio file (david-lengen-edited-for-sign-off.mp3)

or Download the David Lengen podcast (12mb)

Alternatively you can read the David Lengen podcast transcript

]]> http://www.foviance.com/what-we-think/david-lengen-on-customer-experience/feed/ 0 FovianceIn the third of our ‘...on Customer Experience' podcast series, we talked to David Lengen, Head of eBusiness for Citi and Egg... 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: [audio:http://www.foviance.com/wp-content/uploads/2009/06/david-lengen-edited-for-sign-off.mp3] or Download the David Lengen podcast (12mb) Alternatively you can read the David Lengen podcast transcript Angus Cormie on Customer Experience http://www.foviance.com/what-we-think/angus-cormie-on-customer-experience/ http://www.foviance.com/what-we-think/angus-cormie-on-customer-experience/#comments Mon, 11 May 2009 12:25:48 +0000 Foviance http://www.foviance.com/?p=3679  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: Download audio file (angus-cormie-podcast-final-edited.mp3)

Or, Download the Angus Cormie podcast (11.4mb)

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.

]]> http://www.foviance.com/what-we-think/angus-cormie-on-customer-experience/feed/ 0 FovianceOur podcast interviews continue with Dell’s approach to CE research, innovation and social media... 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: [audio:http://www.foviance.com/wp-content/uploads/2009/05/angus-cormie-podcast-final-edited.mp3] Or, Download the Angus Cormie podcast (11.4mb) 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.24:55No Marc Sands on Customer Experience http://www.foviance.com/what-we-think/marc-sands-on-customer-experience/ http://www.foviance.com/what-we-think/marc-sands-on-customer-experience/#comments Thu, 13 Nov 2008 19:13:11 +0000 Foviance http://www.foviance.com/?p=725  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: Download audio file (foviance-podcast-an-interview-with-marc-sands.mp3)

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.

]]> http://www.foviance.com/what-we-think/marc-sands-on-customer-experience/feed/ 0 FovianceIn the first of our '... on Customer Experience' series of podcasts, we interview Marc Sands, Marketing Director of The Guardian... 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: [audio:http://www.foviance.com/wp-content/uploads/2008/12/foviance-podcast-an-interview-with-marc-sands.mp3] 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.