insight6 Kent

29/05/2026

🏆 What does it mean to be truly customer-first?

The insight6 CX Excellence Recognition Scheme celebrates businesses that consistently deliver exceptional customer experiences as standard. Learn more: https://ow.ly/JP4y50WQGN7

Earning the CX Excellence Mark shows that your organisation listens to customers, acts on insight, invests in teams and keeps raising the bar.

It’s more than a badge. It’s proof that your business puts customers at the heart of everything.

Does your business have what it takes to be recognised for CX excellence?

28/05/2026

📄 “Clear, fair and not misleading” doesn’t always mean understood.

A recent article highlights research showing that legacy financial communications may meet regulatory standards but still fail customers in terms of true understanding. Read the article: https://www.moneymarketing.co.uk/news/legacy-rules-undermine-consumer-duty-goals-research-finds/

In one study, only 15% of customers correctly understood key information, despite over 80% believing it was clear. That gap matters. If customers don’t fully understand what they’re reading, the risk isn’t just confusion; it’s poor outcomes, which sit at the heart of Consumer Duty.

The challenge for firms isn’t just compliance, it’s communication. Simplifying language, using real examples and designing around how customers actually process information are key to delivering better outcomes.

Legacy disclosure rules may be hindering customer understanding and increasing the risk of poor outcomes, according to research from Broadridge Financial Solutions.

27/05/2026

🎥 Seeing the experience changes how you improve it

Our blog explains how video mystery shopping provides a practical way to see the experience you deliver from the customer's perspective, giving teams the confidence to act and drive meaningful change. Read here: https://ow.ly/q17F50YUtqB

If you’re looking to strengthen training, improve consistency or gain a clearer view of performance, this approach offers a powerful foundation for improvement.

26/05/2026

🏆 Recognising a commitment to exceptional guest experience

We’re proud to see Hoburne Holidays awarded the insight6 CX Excellence Mark, presented by CX Director Lucy Knight.

This recognition reflects a sustained focus on understanding the guest journey, acting on real insight and delivering consistent, high-quality experiences across every park.

It’s a fantastic achievement and a testament to the team’s commitment to continuous improvement.

Read their story: https://ow.ly/hGeR50YUtLu

22/05/2026

📩 Want to enhance your customer experience and boost profitability? Subscribe to our CX Tips newsletter for the latest insights and strategies.

Sign up here: https://ow.ly/nHxt50W2PFi.

Stay ahead with expert advice on building loyalty and improving CX!

21/05/2026

📊 One-size-fits-all customer experience doesn’t work.

Moneypenny’s recent blog highlights how expectations vary significantly by age group, with younger customers favouring speed and digital channels, while older customers place greater value on clarity, reassurance and human interaction. Read more: https://ow.ly/T3q450YUtZi

The challenge isn’t choosing between digital or human. It’s designing experiences that flex to meet different needs.

Many businesses are still building CX around assumptions, overestimating the effectiveness of AI and relying on traditional support models that don’t reflect how customers actually want to engage.

The organisations delivering the strongest experiences are those that understand their customers in more detail and design journeys that reflect how different groups define “good service”.

20/05/2026

🤔 How do leading organisations consistently deliver exceptional customer experiences?

Our CX Business Pack showcases businesses that have achieved the CX Excellence Mark and shares the steps they took to get there.

You’ll discover practical examples, proven methods and inspiration to raise the bar in your own organisation.

Download your free pack today and learn what great CX looks like in action. https://ow.ly/4hIH50XlAC8.

19/05/2026

👏 We’re delighted to welcome Katie Hills as our newest CX Director, supporting businesses across the Norfolk region.

Katie brings a strong background in customer service and experience, with a genuine passion for building meaningful relationships and improving the customer journey. Her people-first approach and focus on delivering real value make her a fantastic addition to the insight6 network.

Having lived in Norfolk her whole life, Katie is deeply committed to helping local businesses unlock their potential and thrive through better customer experience.

If you’re a business in the region looking to strengthen your customer journey, Katie is here to help.

Read Katie’s Q&A and learn more: https://ow.ly/k6e150YUZpb

18/05/2026

🚗 What happens when you can see every customer interaction clearly?

In our latest blog, we share how we implemented video mystery shopping with Arnold Clark to create a clearer, more consistent view of the customer experience across 140+ locations. Read more here: https://ow.ly/q17F50YUtqB

By capturing real interactions, teams can review exactly what customers experience at each touchpoint, making it easier to coach, align and improve performance at scale.

The result is more targeted action, stronger consistency and a better experience across the network.

15/05/2026

💡 Late payments say more about your customer experience than you might think.

A recent article highlights a key B2B gap: businesses investing in CX while missing one of the most important interactions, how they treat their suppliers. Read the article: https://ow.ly/IXmZ50YUtOQ

If suppliers experience friction, delays or poor communication, it doesn’t stay contained. It impacts delivery, responsiveness and ultimately the end customer experience.

At insight6, we see it time and time again. The organisations that get CX right don’t just focus on customers, they design better experiences across their entire ecosystem.