Podcasts

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 myself, Marty Carroll, Foviance Consultancy Director.

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:

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

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:

or Download the David Lengen podcast (12mb)

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:

Or, Download the Marc Sands podcast (25mb)

Alternatively you can also 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.