Marty Carroll
director of consulting
Foviance

As director of consulting at Foviance, Marty Carroll heads up a team of usability and accessibility specialists and information architects, providing high-level consultancy to FTSE 100 companies on how they can create compelling digital experiences for their users.

Marty has ultimate responsibility for engaging with Foviance's high-profile clients including RBS, Sky, the BBC, Nokia and Royal Mail. He is expert in creating and developing multi-channel customer experiences working across mobile, call centres, iTV and the web. His career highlights include advising Sky on the development of its 'red button' technology and Microsoft on the launch of its Tablet PC for the NHS.

He has been the driving force behind Foviance's pioneering Experience Management and Experience Blueprint services, which provide brands with clear guidance on how to improve existing digital experiences or create new ones, through a unique combination of quantitative and qualitative techniques to deliver unrivalled insights into customer intentions, perceptions and behaviour.

Marty is the author of a number of papers on usability and is regularly sought to provide comment on digital user experience issues by the national and trade press, including the Financial Times and the Guardian. He is the founder of the UK Chapter of the Usability Professionals Association and has degrees in Psychology and Human Computer Interaction (the discipline concerned with the design, evaluation and implementation of interactive technology). Marty also lectures at the Institute of Direct Marketing and is an industry expert for New Media Age's digital marketing course. He is in demand at events around Europe, speaking on a number of issues relating to customer experience in the digital age. 

Popular themes, which are relevant to many vertical markets include:
* What are the key issues when creating multi-channel customer experiences?
* What are users expecting to get out of the digital experience?
* Customer loyalty, and why it's so important in the digital age
* Organisational structure - the key to multi-channel success
* Making the transition to a multi-channel approach