Latest News
Firms are immature in their thinking and adoption of multi-channel customer experience strategy
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…
The Emerging Impact Of Social Media On Complaints & Customer Service Roundtable
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…
From East to West, customer experience is best
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…
lowcostholidays.com website conversion ratio increases 17% after implementing Foviance recommendations
London, UK, 13 January 2010 – Foviance, the experts in multi-channel customer experience, were appointed in October 2009 by lowcostholidays.com to evaluate the user experience of their website, ensuring their position as key differentiators in the Travel industry.lowcostholidays.com had conducted research with Foviance in the past and the further opportunities for improvement identified through the latest round proved the benefits of regular interactive testing for enhanced website performance. The direct influence and importance of the design recommendations made was immediately evident by measuring the impact of changes to key areas of the site. Read more…