Foviance, the expert in online experience management, has today partnered with Keynote Systems, the leader in continuous improvement technologies for the online user experience.
The partnership will enable Foviance to deliver Keynote’s WebEffective online customer experience research product in conjunction with its existing usability services, to more accurately measure how well an organisation’s digital channels are performing against key marketing objectives.
In return, Keynote will be recommending Foviance’s experience management consultancy its UK customers.
Keynote’s WebEffective research platform combines the behavioural aspects of clickstream analysis with the quantitative data of surveys to help reveal ‘why’ customers behave in certain ways online. This will enable Foviance to capture users’ attitudes and behaviours as they engage in online scenarios, delivering regular, actionable insights into how an organisation can improve its online user experience.
In addition, WebEffective has the ability to research across geographic boundaries and at internet speed, so that data can be gathered more quickly and effectively than traditional research techniques allow.
Mark Gristock, marketing director, comments: “At Foviance we always use the best tools to measure and improve customer experience and having made investigations we believe WebEffective does just that. We are likewise excited by the opportunity to open up our consultancy to Keynote customers.”
Don Aoki, senior vice president and general manager of Customer Experience at Keynote, adds: “We pursued a partnership with Foviance after being impressed by its cutting-edge approach to online customer experience management. Our partnership will enable us to offer brands an unparalleled level of insight into the impact that their website is having on overall business objectives.”
Foviance teams usability consultancy with web analytics to offer one of the world’s most cutting-edge online customer experience services.
The company is the result of the merger between WebAbacus and The Usability Company in April 2005, bringing together the powerful web analytics technology of the former with the usability expertise of the latter. The result is a ground-breaking combination of analytics software and survey technology with Human Computer Interaction (HCI) qualified usability consultancy.
Foviance offers expert usability services, in depth analysis of users’ online behaviour and an innovative Experience Management Programme.
The Experience Management Programme is a European first, providing organisations with a detailed picture of what happens when customers use their digital services, and advice on how to improve this experience.
Foviance boasts 43 of the UK FTSE 100 companies among its client roster, including the Department of Trade and Industry, Barclays Bank, Camelot, BSkyB, LG Electronics, RNIB and CharcolOnline.