Our mission
To future-proof firms to compete on experience
About us
We believe that delivering stand-out customer experiences is vital to the future success of professional services firms. That's because the ability to discover and respond to client needs quickly, is becoming a competitive advantage.
MyCustomerLens exists to help you do this.
MyCustomerLens exists to help you do this.
Reimagining feedback
Our vision is the put the voice of the customer in every room where a decision is made. By enabling everyone within a firm to make informed decisions using real insights, we will help firms deliver exceptional client experiences.
With this vision as our north star we started looking at client intelligence from a different perspective. We began by asking who needed to know what, and when, to enable them to make more agile and informed decisions.
We quickly realised that firms didn't need a better survey tool or review site. What was missing was an easy way to collect and summarise the feedback that clients were already sharing.
With this vision as our north star we started looking at client intelligence from a different perspective. We began by asking who needed to know what, and when, to enable them to make more agile and informed decisions.
We quickly realised that firms didn't need a better survey tool or review site. What was missing was an easy way to collect and summarise the feedback that clients were already sharing.
Interviews, surveys, complaints, emails, verbal feedback, reviews, directories shouldn't be separate reports, they should be feeding a unified knowledge base. So we set about reimagining feedback for the digital age, but without losing the human connection.
Filling this gap enables firms to finally make the shift from passive to active client listening.
When feedback from multiple sources is gathered, analysed and reported on in real time, everyone stays on the same page. They are able to see exactly what their clients need and expect. They can see how to build impactful relationships that grow the business.
Helping firms see their world outside-in
Our mission is to help firms see their world outside in – from their customer’s perspective – so they deliver on the real needs and expectations of their customers.
We do this by helping firms embrace the concept of 'always-on client listening'.
This means moving on from traditional client listening approaches characterised by seasonal feedback projects, siloed data and manual reporting.
We believe the hallmarks of future-proof client listening programmes are:
- It should be easy for clients, and employees, to share feedback where and when they have something to say.
- The voice of the customer is best heard by asking open questions and letting them share how they feel.
- The data should speak for itself, by using AI to consistently analyse text and discover new themes.
- Insights must be actionable, with the ability to benchmark performance across clients and competitors.
The Team
Co-founders Paul and Mike have 50 years of commercial experience between them. With deep industry and domain expertise, and complementary skill sets, they have a proven understanding of the core business problems and how to translate them into valuable products.
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Paul Roberts
Co-founder & CEO
Paul has 25 years of commercial experience, having worked in the UK, Australia and New Zealand. During this time he has developed both client & consulting expertise in customer experience, business strategy and revenue growth. Paul has previous start-up experience, having been a pre-launch hire at both Surfmiles and MBNA Europe. He’s also worked with HSBC, Citibank, PwC Australia, SportEngland and IgniterNZ. -
Mike Evans
Co-founder & CTO
Mike has 25 years of commercial experience. During this time he has developed both client & consulting expertise in cloud computing, software architecture and app development. Mike has previous start-up experience, having founded Dilignt Ltd a mobile content management and event apps. He’s also worked at Cohaesus, Quorum, Ciqual, RapidMobile, GE, ADC.
Time for a chat, or prefer to keep informed?
Is your firm ready to implement always-on client listening?
With a quick video call, we can help you decide.
Alternatively, keep up to date with Outside-in, the newsletter for client-centred professional services firms.
With a quick video call, we can help you decide.
Alternatively, keep up to date with Outside-in, the newsletter for client-centred professional services firms.