Paul Roberts

Paul Roberts is Co-Founder of MyCustomerLens and co-author of Listen Differently. He helps professional services firms use their client voice to strengthen relationships, reputations and revenue.

Most firms believe they listen well. Some clients agree. Many can’t remember being asked.

Paul works with firm leaders to cut through what he calls the Feedback Fog – the haze of annual surveys, scattered comments and partner anecdotes that creates the illusion of client-centricity. In its place, he helps firms build a strong Client Signal: clear, real-time insight into what clients value, where expectations drift, and where revenue is quietly at risk.

His work enables firms to move from assumption to evidence, from hindsight to foresight, and from passive feedback to always-on client listening that drives measurable growth.

Paul’s work has spanned the UK, Europe and Australia/New Zealand, and across various financial and professional service sectors, yet the challenge has remained the same: firms don’t lose clients and revenue because they stop caring, they lose them because they see the risks and opportunities too late.