Welcome to the Foviance newsletter for December 2009

By Marty Carroll

This month’s newsletter combines November and December. In this last newsletter of 2009 we reflect on a difficult but eventful business year.

We saw customer experience play a critical role for many organisations strengthening their digital presence and cross-channel offering in order to provide the best possible levels of service for existing and new customers alike.

Looking back at 2009, Paul assesses how predictable the current landscape was at the outset, and then looks positively towards a tricky but exciting 2010. Meanwhile Amanda shares her insights from a conference on mobile, for those more concerned about sweating the small-screen stuff, and Lis takes a look down both sides of the narrowing divide between mobility and accessibility. Also, I look at the non-rational consumer, a lucrative segment.

Finally, Clare has been analysing our research into online retail habits ahead of the festive shopping season. If you would like a copy of the whitepaper as soon as it’s released, please e-mail info@foviance.com

I hope you have enjoyed your regular newsletters throughout the year. I’d also be very happy to hear from you directly with any feedback.

Marty.

In this issue:

• Looking back on 2009 and forward to 2010
• Researching the mobile experience
• The fine line between mobility and accessibility
• Tapping a lucrative segment: the non-rational consumer