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"Hearing the emotion in their voice
emphasises the customer experience like other types of Voice of Customer insight
isn’t able to"
Amber Schofield
Customer Outcomes
NEWDAY
NEWDAY
BigEars was the world’s first company that put real customer voice into digital customer experience programmes - helping businesses listen to their customers, create human connections and succeed worldwide.
Bigears was founded in 2004 by Mark and Julia, a husband-and-wife team.
With a PhD in Speech Technology and a Masters in Linguistics, the pair first met at university. They created a company that merged their skills, talents, and passion for human language.
Back then, their big idea was to bring customer feedback and the voice of the customer to organisations and help them to understand their customers better. Creating a human connection and insight that had otherwise been lost.
Over the years, Bigears has evolved in many ways. Improvements in technology have enabled data to be collected in different ways and changed how information is received. It has a specialist team of customer experience professionals and is proud of the difference it has made to organisations.
Today, Bigears continues to bring voice and storytelling to the heart of organisations. It's exciting to see the incredible value it is making to organisations. Its mission is to bring truth through the power of listening, making customer stories accessible and helping organisations find meaningful answers to their questions. In addition, Bigears makes customers' thoughts, feelings, and experiences heard.
Bigears believes that an organisation that makes decisions that align with its customers can benefit everyone.
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.
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.
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.
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.
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.
"Hearing the emotion in their voice
emphasises the customer experience like other types of Voice of Customer insight
isn’t able to"
"There is no bullshit or bluster, just real people helping solve real problems"
“By the simplicity and power of the customer voice, we have considerably grown our desire to understand what our customers want from us.”
