Biographical profile:

Paul Linnell

Paul Linnell is founder and managing director of CTMA.  He is a customer service champion with a passion for helping clients achieve business success through customer-driven quality and service improvement.

Paul has specialised in the design and deployment of customer experience management, service quality improvement, customer service, complaints handling and voice of the customer programmes for more than 20 years.  For most of his career he has worked in Europe and North America and the past 10 years Paul has been based in New Zealand, continuing to serve clients globally. 


Paul Linnell


Paul has assisted over 30 major companies in Europe, North America, the Middle East and Australasia in the design and implementation of strategies to improve customer relationships and customer service.  Industries he has worked with include:

  • Airlines

  • Automotive

  • Consumer electronics

  • Consumer goods

  • Financial services

  • Healthcare

  • Information technology

  • Local Government

  • Media / Publishing

  • Pharmaceuticals

  • Public utilities

  • Passenger railways

At CTMA he has led the development and deployment of a unique set of customer experience management tools, frameworks and feedback systems that help public and private sector organisations manage and improve customer satisfaction, loyalty and advocacy.


Paul is a regular speaker and conference chair.  During the past 15 years he has spoken at numerous customer experience conferences, seminars, industry forums and workshops in the UK, Europe, North America, Australia and New Zealand.

Selection of papers presented by Paul:

  • Customer Experience Management - moving from vision to a profitable reality

  • How local government can use customer satisfaction measurement to improve service and reduce costs

  • Turning customer satisfaction measurement into actions for profit & growth

  • How ‘Best in Class’ companies capture data and track customer issues

  • Preventive analysis techniques for your business


Paul is an engineer with a background in manufacturing and technology, working for major corporations including Westinghouse and Wang in the 1980s.  His customer service epiphany came in 1991 when he first met, and later joined, the US customer service pioneers at TARP, working out of their European office in London and serving clients in North America, Europe, the Middle East, Africa and Oceania.  In January 2000 he moved to New Zealand where he joined Ernst & Young, and later Deloitte Consulting as a Senior Manager specialising in Customer Care and CRM strategy.  He founded CTMA in 2002.

Contact information:

Paul Linnell
+64 (0)21 669 276
CTMA New Zealand Ltd

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