LoginSign up
MyCustomer
Subscribe to Newsletter
Menu
Marketing
StrategyTechnologyData
Sales
Sales performanceCRMEcommerce
Service
ManagementContact centresChannels
Customer Experience
EngagementLoyaltyVoice of the Customer
Resources
Whitepapers & researchWebinarsPodcastsGlossaryBrand news
CX Leader of the Year 2022
Enter 2022 award2021 award finalists
Sessions
On Demand
Brand Directory
Blog
Subscribe to Newsletter
PaulBarnes
Member Since: 28th Apr 2014
Blogger
Twitter

An experienced software leader, Paul Barnes has proven expertise in growing technology businesses, with a particular focus on the customer experience market. He is currently UK Country Manager of enterprise feedback management (EFM) leader QuestBack. Prior to this he was VP Operations at multichannel customer interaction management software vendor Eptica.

Paul has been at the forefront of innovation in the customer experience sector since 2000. One of the founders of speech recognition application pioneer Fluency Voice Technology, he subsequently established the UK business of multichannel and multilingual customer interaction management software provider Eptica. He has been involved in some of the largest customer experience transformation projects in the UK in sectors such as retail, banking, insurance and tourism. He is a qualified Chartered Accountant. 

 
PaulBarnes
UK Country Manager QuestBack
  • Blog posts
  • Discussions
  • Discussion replies
  • Comments
11th Apr 2016

Spotting opportunities – why it starts with feedback

In today’s markets, barriers to entry can be extremely low, meaning that organisations need to be agile, able to spot opportunities and act...
Blog
22nd Feb 2016

Combating survey saturation and engaging with customers

Organisations of all types understand the importance of listening to customers in order to increase engagement and improve the service and...
Blog
29th Jan 2016

How gamification can deliver real results in customer feedback

At a time when engaging with customers is becoming more and more difficult , gamification promised major benefits, from a better customer...
Blog
18th Nov 2015

Managing instant feedback effectively

More and more companies are adopting ways of collecting instant feedback, both online and offline. These might be surveys that pop up after...
Blog
27th Jul 2015

Customer attrition: recognising and acting on the warning signs

Marketers generally agree on one thing – it costs a great deal more to acquire new customers than it does to retain existing ones. For...
Blog
8th Jun 2015

Using scoring models to gain customer insight

When it comes to measuring the customer experience and gaining insight into what consumers really think, scoring models are a vital part of...
Blog
27th May 2015

Does your Customer Experience meet consumer expectations?

While price and value for money are undoubtedly key factors in whether a business is going to be successful, today’s enterprises have to...
Blog
21st Apr 2015

Tackling some of the most common customer service misconceptions

It’s easy for companies to fall into a trap whereby they become over optimistic that their relationships with customers are in a good place...
Blog
30th Jan 2015

Why neuroscience says it’s best to track customer experience as it happens

Most organisations measure customer experience via surveys, often long after an interaction has been completed. But it’s very likely that...
Blog
11th Sep 2014

5 reasons why mystery shopping isn’t enough to measure customer experience

Mystery shopping first became prevalent 40 years ago as a way of assessing employee integrity and the customer experience. But times have...
Blog
  • Show more

Most read this week

CRM
4th Jun 2009

What is CRM? The beginner's guide to CRM

by
Louise Druce
Any Answers comment Icon 7
CRM

Trending

Loyalty
11th Aug 2022

Emotional attachment is the key to customer growth

by
Zhecho Dobrev
CRM
4th Jun 2009

What is CRM? The beginner's guide to CRM

by
Louise Druce
Any Answers comment Icon 7
Technology
4th Dec 2000

Recognition Systems, Inc. Changes Name To...

by
MyCustomer Newsdesk

Latest resources

Webinar
How to use AI to anticipate, advise and improve experiences
Whitepaper
AI in the contact centre: pitfalls to avoid
Guide
Designing a world-class CX approach
Research
The health of the contact centre
  • About MYC
  • About SIFT
  • Glossary
  • Advertise
  • Terms of use
  • Privacy policy
  • Sub-Processors List
  • Site rules
  • Contact us
Copyright 2022 Sift
Sift