http://www.foviance.com/what-we-think/foviance-makes-senior-appointments-to-drive-strategic-value-in-social-media-and-multi-channel-service-analytics/

Guy Stephens joins as senior consultant in social customer care, while Richard Sedley becomes commercial director, overseeing expansion of client development -

London, UK –15 December, 2010 - Foviance, the UK’s leading customer experience consultancy and usability specialist, has appointed Guy Stephens as senior social customer care consultant, and Richard Sedley as commercial director. Both will be based at Foviance’s London headquarters.

Paul Blunden, CEO of Foviance www.foviance.com said: “We’re delighted to have both Guy and Richard on our team here at Foviance. Both appointments are indicative of the company’s growing emphasis on providing more strategic value to all of our clients.”

In his new role as senior social customer care consultant at Foviance, Guy Stephens is already exploring how social media is changing the way companies and customers work and communicate with each other. Fundamental shifts in how customer service is provided over the last two years as a result of social media, are presenting businesses with a new and very different set of challenges. Guy will use his considerable experience and expertise in this field to ensure Foviance is able to help clients undergoing this transformation. Before joining Foviance, Guy was customer knowledge manager for The Carphone Warehouse where he began use of social media within customer service, primarily through Twitter, blogs, YouTube and Facebook.

As Foviance’s new commercial director, Richard Sedley will oversee the expansion of the company’s client development team as well as working to increase the value of the multi-channel services that Foviance already successfully delivers for its clients. Additionally, as course director for social media at the Chartered Institute of Marketing, Richard will ensure that Foviance clients are always best placed to take advantage of developments in the social web. Prior to joining Foviance Richard worked at cScape where he launched its Customer Engagement Unit, creating bespoke customer engagement strategies comprising audience research, metrics, analysis and segmentation, multi-channel engagement campaigns and communication optimisation.

Paul Blunden said: “Foviance is recognised as a leader in the field of customer experience consulting.”

“Guy and Richard’s considerable experience of customer engagement and customer service within social media complements and extends our existing analytics, research and user experience skills to offer our clients an unrivalled customer service offering.”

About Foviance www.foviance.com
Foviance is a leading customer experience consultancy that helps some of the world’s best known global brands to deliver better customer experiences that drive improvements in customer satisfaction for increased customer loyalty and better financial performance.

Founded in 2000 and with a heritage in usability research and data analytics, Foviance delivers research and analytics-based consultancy to its clients about the effectiveness of their individual channels, such as mobile, web and call centre and how they combine in a cross-channel environment. For many clients, insight is provided not only in their home market, but also internationally through Foviance extensive alliance network.

Foviance engages with its customers wherever they are in their product lifecycle, and provides insight so they understand how to improve, create and deliver excellent customer experiences.

Foviance boasts 43 of the UK FTSE 100 companies among its client roster, including Barclays, BSkyB, and Sainsbury’s. In addition Foviance works with International brands such as AstraZeneca, Dell and Nokia. Foviance has offices in London and Shanghai. For further information please visit: www.foviance.com

For further information please contact:
Paul Blunden, CEO
info@foviance.com
Tel: +44 (0)8450 546 500
Fax: +44 (0)8450 546 501

Published on: 10:15AM on 15th December 2010