Promoting, encouraging and supporting excellence in customer care

Home >> About cemNZ

About cemNZ

cemNZ (customer experience management New Zealand) is a real-world and on-line community – on a mission to improve the quality of customer experience in New Zealand so customers get better service and businesses get better profits.


It brings together customer service professionals, business leaders and subject matter expertise to provide quick and easy access to the people, information and tools necessary to help them turn their customers into loyal fans.

The cemNZ-Free membership level provides access to the current member-only areas of our web site.

(At a later date, we may introduce additional fee-paying membership levels with additional value content.  When the opportunity to join a fee-paying level arises we will notify you and provide you with the opportunity to upgrade your membership – at your choice)

Paul LinnellCo-founder – Paul Linnell

cemNZ co-founder Paul Linnell is managing director of service quality improvement firm CTMA New Zealand Ltd.

Paul works throughout New Zealand and internationally with senior managers and their teams to help them achieve business success, reduce risk and build customer loyalty and advocacy by improving service to customers.

Paul specialises in turning the voice of the customer into management actions through the design and deployment of customer experience measurement, service quality improvement, customer service, complaints handling and preventive analysis programmes. For more than 20 years he has provided consulting services in this field to clients in Europe, North America, the Middle East, Africa and Oceania. Paul is a regular speaker and conference chair.

During the past 25 years he has spoken at numerous customer service conferences, seminars, industry forums and workshops in the UK, Europe, North America, the Middle East, Australia and New Zealand.

Chris BellCo-founder – Chris Bell

cemNZ co-founder Chris Bell is Managing Director of Customer Experiences Ltd.

Chris is a leading customer experience coach, seminar facilitator and business speaker with a passion for “making a difference” by motivating and developing the skills of people in a way that will drive both business growth & profitability.

Chris Bell specialises in the development and implementation of a consistently delivered quality customer service experience that results in business growth and increased profitability as a result of high employee engagement, greater customer loyalty and customer word of mouth recommendations.

His commitment and passion is to educate the business community and develop unique Customer Service Experiences for organisations to ensure their long-term profitable growth in an increasingly competitive and commoditised world.

Chris has worked with a broad range of businesses in a number of industries both as consultants and through our highly interactive and innovative seminars and workshops