insight6 Kent

25/09/2026

Better customer experience starts with knowing where to improve.

Our Staffordshire CX Specialist, Phil Wilkinson, works with businesses to understand what their customers are really experiencing and turn that insight into practical action.

In our Talking CX interview, Phil shares his approach, experience and thoughts on how stronger customer relationships can support business growth.

Get to know Phil.

https://www.insight6.com/blog/cx-in-staffordshire-meet-phil-wilkinson/?utm_source=hootsuite

24/09/2026

Every admissions enquiry has value. Are you making the most of it?

Independent schools are working harder than ever to attract applicants. But generating the enquiry is only the start.

The experience that follows can determine whether someone books a visit, progresses their application or looks elsewhere.

Our free Admissions Experience Advantage guide explores the moments that matter and practical ways schools can strengthen them.

Download the guide now.

https://www.insight6.com/the-admissions-experience-advantage

23/09/2026

Great CX starts with listening. But it doesn't stop there.

CXCS Group uses feedback from customers and colleagues to identify opportunities, develop its people, and continually improve.

The results include a client NPS of 89, which is 27 points higher than the industry average. And an employee NPS of 74.

Read the case study here: http://ow.ly/O0uF30sYaoB.

Proof that listening, followed by action, can make a measurable difference.

22/09/2026

AI can drive efficiency. But does it improve the experience?

Mahindra is expanding its use of AI across its automotive business, looking at how the technology can improve processes, productivity and decision-making.

It reflects a much wider shift. More organisations are asking where AI can make them faster and more efficient.

But for CX leaders, there’s another question worth asking:

Does it make the experience better?

The real opportunity comes when AI removes friction, gives employees better information and makes it easier to deliver a more responsive, personalised customer experience.

Efficiency matters. But the customer should still feel the benefit.

Read the Financial Express article here:

Over 91,000 test drives booked via AI support; also helps cut vehicle development time and improves paint shop quality.

21/09/2026

Customer expectations don't stand still. Neither should your business.

Every month, our CX Tips newsletter brings together practical advice, industry insights and the latest customer experience trends to help you build loyalty, strengthen relationships and drive sustainable growth.

If you want practical customer experience insights delivered straight to your inbox, subscribe today.

https://www.insight6.com/newsletter/?utm_source=hootsuite

18/09/2026

Is it time to rethink the admissions checklist?

An interesting perspective from Sarah Hernholm for Forbes on looking beyond the traditional application checklist and thinking more carefully about what the admissions process is designed to achieve.

Read the article here:

It’s a useful reminder that admissions isn’t simply a series of administrative steps. For applicants, every stage contributes to their perception of an institution and their confidence in the decision they are making.

As expectations change, there’s value in regularly reviewing the journey from the applicant’s perspective, not just the institution’s.

Worth a read for anyone working in admissions and student experience.

College admissions strategy keeps shifting. Here's how families can rethink the checklist around ownership, durable skills and real growth.

17/09/2026

Sometimes better CX starts with removing friction.

B&M has completed a major upgrade to its checkout technology across its UK stores, designed to create a smoother, more reliable experience at one of the most important points in the customer journey.

It’s a useful example of how technology can support better customer experiences when it solves a genuine pain point.

Because good CX technology shouldn't replace the human experience. It should make it easier for teams to deliver it.

A useful question for any organisation: where could removing friction make things better for both your customers and your people?

Read the Express article here:

The retailer is rolling out the change across the country.

16/09/2026

Would your admissions experience pass the test?

Our mystery shopping uncovered some simple but significant gaps in the experience prospective families can receive.

The findings are a useful reminder that improving admissions doesn't always require major transformation.

Sometimes, it starts with getting the basics right.

Swipe through to see what we found. 👉

A practical digital guide to help independent schools strengthen admissions experiences and improve conversion.

15/09/2026

Does investing in customer experience deliver commercial value?

For CXCS Group, the results are clear.

Better customer insight helps the business strengthen relationships, build its reputation, and identify opportunities to improve.

The result: stronger customer loyalty, an NPS of 89, which is 27 points higher than the industry average. And a business focused on sustainable growth.

Read the full case study: http://ow.ly/58LL30sYaot.

14/09/2026

What does great customer experience look like in practice?

Our Coventry and Warwickshire CX Director, Dan Mallier, brings more than 25 years of commercial experience to helping businesses answer that question.

In our Talking CX interview, Dan shares his approach to CX, what businesses can learn from their customers and why strong relationships matter for long term growth.

Get to know Dan and his approach to CX.

https://www.insight6.com/blog/blog-cx-in-coventry-and-warwickshire/?utm_source=hootsuite