insight6 Kent

12/06/2026

"Are you ready to start your own CX business?

Customer Experience is what sets great businesses apart and demand for local CX experts has never been higher.

Find out how to join the insight6 network: https://ow.ly/OpWb50W2NjI

With insight6, you can build a thriving business backed by a proven model, expert support and a nationally trusted brand.

✔ The UK’s only CX franchise
✔ Scalable high growth opportunity
✔ Be your own boss with a team behind you

We’ve recently welcomed new CX Directors in Norfolk, Merseyside and the North East. Could you be next?"

franchise opportunity Unleash the power of customer experience and discover your full potential as a business leader Do you come from a senior business background and want to build your own business? One where your skills work for you for a change, and where you can perfect that all important work-l...

11/06/2026

"❓Are your customers leaving quietly without telling you why?

A recent CX Network article explores how financial pressure, weak engagement and poor experiences are reshaping customer loyalty. Read here: https://ow.ly/OJVe50Z52Eh

The research found that while many customers still say they trust their favourite brands, 48% would leave after a poor experience and 61% could be tempted away by better value elsewhere.

At insight6, we often see that loyalty is not lost in one big moment. It’s lost gradually through inconsistent experiences, poor communication and failure to act on customer insight.

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Brands are losing customers “they thought they owned” as lack of engagement and financial pressures mount

09/06/2026

🛍️ What customers don’t say can matter more than what they do.

Speciality Food Magazine recently featured insight6’s Chris Cartledge discussing the hidden risk of silent churn and why customer feedback matters more than ever.

The piece explores how retailers, farm shops and hospitality businesses can better understand customer behaviour, strengthen loyalty and reduce the gap between assumption and reality.

Thanks to Speciality Food Magazine for the opportunity to contribute.

Read here: https://ow.ly/Q4WT50Z52sZ

05/06/2026

"🚗 Bigger brands don’t automatically deliver better customer experience.

A recent article highlighted that 18 of the UK’s 25 largest automotive groups ranked in the bottom half for customer satisfaction. Read here: https://ow.ly/2Vqr50Z52ek

The biggest issues raised were poor communication and a lack of trust, two factors that consistently shape loyalty and retention across all sectors.

At insight6, we help organisations identify where communication, consistency, and customer confidence break down across the journey - we're proud to see insight6 client Arnold Clark recognised with Gold status."

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04/06/2026

"⏱️ How much is delay really costing your business?

Our insight6 Impact Check is a simple, practical tool designed to help you understand the commercial value of acting sooner. Download here: https://ow.ly/HlwY50Yo00K

From enquiry response to conversion and retention, even small delays can lead to missed opportunities and lost revenue.

This short guide helps you step back, ask the right questions and see what faster insight could mean for your performance.

Because small improvements, made earlier, can have a significant impact."

03/06/2026

🤖 Just because AI can automate a customer interaction doesn’t mean it should.

A recent CXM article explores where agentic AI risks damaging customer experience, particularly in emotional, complex or high-risk situations. Read here: https://ow.ly/JEPJ50Z51W7

The strongest CX strategies use AI to remove friction, not remove human judgement. Tasks like password resets or appointment bookings are ideal for automation. Complaints, vulnerable customers and emotionally charged conversations are not.

At insight6, we believe the future of CX is not human or AI. It’s knowing where each adds the most value.

Everyone’s talking about agentic AI, and for a lot of leaders, it’s stopped being a technology experiment they might think about deploying. It’s starting to feel essential; just as critical to your CX strategy as smart routing or omnichannel. Gartner found that around 91% of customer service l...

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