About Us
BigEars is an innovative and flexible way to collect voice “feedback” and the possibilities are limitless.
The Company
Founded in 2004, we spent the early years exploring many of the possibilities that automated voice feedback, by telephone, could encompass. Since 2009 we have been very focussed on BigEars for Customer Satisfaction surveys –enhancing customer experience (CX) and really closing the feedback loop, delivering businesses the voice of their customer in rich, insightful, and authentic audio clips.
We enable businesses to respond in a timely way to feedback and give them super powers to race to rescue a damaged customer relationship.
Our People
BigEars was founded by Mark Forsyth and Julia Forsyth in 2004.
Mark’s background is technical. He has a PhD in Speech Recognition and spent his “post doc” years working for an MIT spin off speech technology company in Boston, Massachussetts. He is an expert in his field and has a clear vision for the BigEars technology.
Julia is passionate about enabling companies to improve their customer experience programmes. She’s skilled at finding partnerships and engaging clients, and inspiring businesses to raise the bar and provide a customer feedback programme that is engaging and customer centric. Julia holds an MA in Linguistics and is an expert at creating natural conversational dialogues that engage customers.
Our team of 6 technical configurers based in Wellington work really well together. With a wide range of complementary skills and a great sense of humour, they all share our passion to create engaging customer satisfaction surveys and our vision to rock the world with Customer Radio.
Our Wellington team are focussed on delivering IVR surveys to our customers in Australia and the UK. We advise on best practice, design the dialogue and call flow for a survey. We configure surveys to meet the unique specifications for each new client.
Our group of transcribers are split into 3 teams. 2 teams based here in Wellington, New Zealand and 1 team based in the UK. We have 3 team leaders who we liaise with weekly to ensure consistency across the board. We have regular catch ups with the entire group (remotely with the UK group) to up skill, share knowledge and drink coffee!
In 2006 Mark Thomson and Wayne Norrie invested in the business and have been actively involved in the company ever since. They are shareholders and board members and we meet regularly to set strategic goals and targets.
