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Bigears CX moments

Our Story

Bigears is the world’s first company that specialises in incorporating human voice into customer experience programmes. We really put the “voice of the customer” into the boardroom and back it up with all the quant data you need to make any and all business decisions.

Voice and storytelling are the reason Bigears exist and what makes it so special! With a PhD in Speech Technology and a Masters in linguistics, husband and wife co-founders Mark & Julia founded BigEars with an optimistic and human-centered mission: To help a quant-saturated market find a human connection.


Slowly the market is waking up to the importance of authentic feedback that gives the “why” behind the data. You cannot get any more authentic than real customers talking about their actual experiences and feelings. When people talk they use stories, providing rich insights and delivering real emotion, unlike anything you’ll find in a quantitative dashboard or sentiment analysis.


Bigears has developed the necessary technology, tools, and methods that make it possible for a company’s customer experience programs to ask “why” in any channel, allowing real voice to be captured if the respondent so chooses. They also created an easy-to use platform where all this qual and quant data live together making it easy to truly humanise CX programmes while allowing customers to have their voice.

Our Team

Julia Forsyth
This proudly Scottish social-butterfly flew to Wellington and stayed. A photographer, networker, and blue-sky thinker, Julia fits more into her day than most do in a week. Add to the list mother of three, reluctant gym-bunny, and ultra-rapid dog-walker.
Mark Forsyth
This innovative entrepreneur enjoys finding solutions to everyday problems – even ones we didn’t know we had. The problem-solving continues at home, where on any given day, you might find him dismantling a chimney brick-by-brick, or sewing ribbons onto ballet shoes.
David Gaffney
Head of Growth & Strategy
Grew up in Ireland, calls Wellington home. Passionate about family, travel and continuous learning. Always positive and will find a creative solution in any situation. Favorite part of the job is being able to contribute to the success of businesses and people.
Nathan Carlton
Chief Customer Advocate
Arrived 10 years ago in NZ on a gap year, he says it's going well so far! Chef, Golfer, Drummer. Passionately believes aligning business & customer goals is a superpower!
Creator of CNS
Stephen Hewett
Senior UK Advisor
30+ years working with blue chip organisations on, employee and CX. Stephen has written 4 books and is a Global Thought Leader & Speaker on customer experience and creator of Customer Needs Solution methodology
Jenny Trevelyan
Brand Champion
A keen gardener out of the office, at work Jenny enjoys cultivating customer stories. Other pastimes include running, reading, and providing a taxi service to her two young children.
Alex Brodie
Head of Customer Success
This futsal-mad player and coach is a safe pair of hands both on and off the pitch. Other interests include cooking, making and playing music, and bonding with an assortment of office dogs.
Stuart Davidson
Operations Manager
This father-of-two juggles a dizzying array of clients and campaign set-ups with both charm and ease. Stu’s other talents include wargaming, cycling, and delighting his daughters with a mean pork roast.

Our Awards & Award Winning Relationships