PaulBarnes
PaulBarnes
Member Since: 28th Apr 2014
Blogger
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.
UK Country Manager QuestBack
11th Apr 2016
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
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
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
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
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
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
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
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
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
Mystery shopping first became prevalent 40 years ago as a way of assessing employee integrity and the customer experience. But times have...
Blog