Conferences and Events

Customer Experience in Marketing - The New Focus

8.45-10am, 26 April 2006

An invitation-only breakfast briefing featuring Frances Frei, Associate Professor, Harvard Business School
The idea of the 'customer experience' as a central tenet of good marketing practice is gaining currency within the world's top companies.

At this exclusive breakfast briefing, hosted by Foviance, Professor Frances Frei of Harvard Business School will present her latest thoughts about Customer Experience Management and how it helps businesses to gain a competitive advantage.

The event will also feature the results of research conducted jointly between Foviance and the London Business School into the readiness of UK FTSE100 companies to embrace Customer Experience Management. Professor Chris Voss of London Business School will present the findings of the research.

The event will take place in the exclusive surroundings of the Groucho Club in the heart of Soho, London. For more information about the event, and to book your place, please send us an or call us on .

About Professor Frances Frei

Frances X. Frei is an Associate Professor of Business Administration in the Technology and Operations Management (TOM) unit at the Harvard Business School (HBS). At HBS, Professor Frei has developed a second year elective on Managing Service Operations, which focuses on tools and frameworks to drive performance for service firms and service aspects of product firms.

She also teaches in executive education programs as well as in the pre-matriculation Analytics program. Professor Frei was chosen to be the Class Day faculty speaker for the MBA Class of 2002 and has received teaching awards at the Wharton School of Business, the University of Rochester, and at HBS, where in 2002 and 2003 she received the MBA Class Award for teaching excellence.

Professor Frei's research focuses on developing strategies to help firms design service excellence. Central in this work is how to train and manage customers. Her academic research has been published in top-tier journals such as Management Science and Harvard Business Review. In addition, she has published dozens of case studies on companies in financial services, government, retail, software, telecommunications, and travel & leisure. She teaches and consults at firms around the world.

Professor Frei received her Ph.D. in operations and information management from the Wharton School at the University of Pennsylvania. She holds an M.E. in industrial engineering from Pennsylvania State University, and a B.A. in mathematics from the University of Pennsylvania.

About Professor Chris Voss

Chris Voss is Professor of Operations and Technology Management, Foundation chair in Management, Technology and Learning, at London Business School, and Senior Fellow, Advanced Institute of Management Research [AIM]. His current research interests include operational improvement and benchmarking, manufacturing strategy and international issues in operations management and service management, in particular experience based services and role of service in e-commerce.

Chris also leads the 'International Service Study', a multi-country study of service practices and performance. Professor Voss has published widely in European and US journals. Chris is founder and former Chairman of the European Operations Management Association and consultant to a wide range of companies. A frequent speaker a business conferences, he was recently an adviser to the UK Cabinet Office. He is a fellow of the British Academy of Management (BAM) and sits on the editorial board for a number of journals.

About the venue

The Groucho Club is located in the heart of London's Soho; with its bohemian history and working and living population of writers, artists and filmmakers, it is the natural location for such a club. The club quickly became the establishment for arts and media folk and has become the benchmark for modern members' clubs.

The infamous Membership Committee has long been the fearless arbiters of whom is considered a suitable Groucho Club person. Despite expansion and numerous re-fits the Club retains a feeling of always having been there.

The name of the Club was inspired by one of Groucho Marx's quips; he once remarked that: "I don't want to join a club that will accept me as a member".

Groucho Club Website

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