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Paul Roberts

CEO at MyCustomerLens

Glasgow, United Kingdom

Customer Experience | Always On Client Listening | SaaS | Customer Insight | CEO MyCustomerLens - always-on listening

Paul Roberts Points
Academic 0
Author 21
Influencer 68
Speaker 0
Entrepreneur 20
Total 109

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Minimum Project Size: $5,000+
Average Hourly Rate: N/A
Number of Employees: 1-10
Company Founded Date: Undisclosed

Areas of Expertise

Analytics 30.04
Customer Experience 30.55
Customer Loyalty 30.05
Leadership 30.51
Marketing 30.46

Industry Experience

Publications & Experience

7 Article/Blogs
Is your client listening programme creating feedback intelligence?
Linkedin
October 19, 2021
If you work in professional services then you know strong relationships matter. Whether competing for clients or talent, the firms who discover and respond to needs quickly have a competitive advantage.

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Tags: Customer Experience, Leadership, Marketing

3 tips for monitoring client relationships during the lockdown.
Linkedin
April 30, 2020
Lockdown and remote working has led firms to adopt a digital-first approach to monitoring client relationships.

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Tags: Customer Experience, Leadership, Marketing

How fast is your decision-making right now?!
Linkedin
March 24, 2020
Covid-19 is reshaping how people work, gather and exercise. As a result, your decision-making processes have probably been stretched to the limit.

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Tags: Customer Experience, Leadership, Marketing

This CXDay, discover how to drive customer-led growth
Linkedin
October 02, 2018
Today is Customer Experience Day, or #CXDay for short. Around the world many people are celebrating the organisations that make great customer experiences happen. Others are wondering what all the fuss is about; and where their customers are going.

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Tags: Customer Experience, Leadership, Marketing

How to deliver remarkable customer experiences
Linkedin
June 05, 2018
Consistency. It’s rarely a word that gets our clients excited. They usually think that creating remarkable customer experiences takes something more dramatic. Delivering a consistent customer experience sounds too simple, common sense even. But as we know, common sense is rarely common practice.

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Tags: Customer Experience, Leadership, Marketing

Rethink Customer Insight
Linkedin
February 23, 2018
When it comes to customer insight, we've come a long way in the sports and fitness industry. There is a growing awareness of the definition and importance of insight. Many organisations now have a dedicated insight role, some even have a team.

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Tags: Customer Experience, Leadership, Marketing

3 tips for retaining new gym members
Linkedin
February 01, 2018
This is a busy time for gym managers. Across the country people are making new year's resolutions. Gym memberships will spike as people seek a healthier start to 2018. But getting new people in is only half the battle.

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Tags: Customer Experience, Leadership, Marketing

13 Author Newsletters
How does your Brand Mirror reflect reality?
Linkedin
April 09, 2026
Most firms spend a lot of time and effort crafting their brand and how it’s presented to the world.

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Tags: Analytics, Customer Experience, Marketing

Are your insights lost in the fog?
Linkedin
March 26, 2026
Picture the annual client feedback report landing in your inbox. Scores look reasonable. A few positive comments. One or two niggles to note. Nothing alarming.

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Tags: Customer Experience, Leadership, Marketing

From hunches to hard evidence
Linkedin
March 18, 2026
Partners in professional services firms are very good at reading their clients.

Years of relationship-building, shared lunches, late-night calls before a big deal closes - it adds up to genuine, hard-won knowledge. Most senior partners do know their key clients well.

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Tags: Customer Experience, Leadership, Marketing

Your firm is listening. But does it have Client Signal?
Linkedin
February 26, 2026
Most professional services firms genuinely want to understand their clients.

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Tags: Customer Experience, Leadership

Are you listening to learn or to confirm?
Linkedin
February 12, 2026
You know the voice of your clients matters. Your firm talks about it in strategy meetings. Your BD team runs programmes around it.

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Tags: Customer Experience

Can you profit from listening?
Linkedin
January 22, 2026
Most firms don’t argue about whether they should listen to clients. They argue about how much listening they can afford.

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Tags: Customer Experience

The hidden value equation - are your clients buying less, or differently?
Linkedin
January 15, 2026
As BD and marketing teams start working towards their 2026 growth targets, it’s a good time to ask whether you still understand how your prospects and clients define value.

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Tags: Customer Experience

How formal does your client voice need to be?
Linkedin
December 04, 2025
Clients share a wide range of signals with your firm, and your competitors.

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Tags: Customer Experience

Do you have any signal?
Linkedin
November 27, 2025
You know that feeling when your phone says you have plenty of 4G or even 5G signal, yet you can’t surf the web or send a message?

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Tags: Customer Experience

Client curiosity. It’s seen as the soft stuff that you talk about once the ‘real work’ is done.
Linkedin
November 13, 2025
Client curiosity. It’s seen as the soft stuff that you talk about once the ‘real work’ is done.

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Tags: Customer Experience, Leadership, Marketing

Where it reports is less important than who it serves
Linkedin
October 30, 2025
An interesting debate is emerging across professional services firms: where should the client listening function sit?

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Tags: Customer Experience, Leadership, Marketing

Is falling NPS a bad sign?
Linkedin
October 09, 2025
Net Promoter Score reporting and benchmarking has become an obsession.

But is the push for increasing NPS driving the right behaviours?

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Tags: Customer Experience, Leadership, Marketing

Silent signals: how your client listening strategy reveals your true priorities
Linkedin
August 19, 2025
You've read the book on client-centric law firms. You've quoted the LexisNexis report that declares 'client experience is no longer just a buzzword—it's a critical differentiator'. Your lawyers strive to be the trusted adviser for their clients.

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Tags: Customer Experience, Leadership, Marketing

1 Founder
MyCustomerLens | always-on listening
MyCustomerLens | always-on listening
March 01, 2017
MyCustomerLens is the always-on client listening platform for professional services firms seeking a competitive advantage.

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Tags: Customer Experience, Leadership, Marketing

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