insight6 Customer Experience Specialists Logo
CONTACT US

+44 (0) 800 970 8987

CONTACT US

+44 (0) 800 970 8987

+44 (0) 800 970 8987

Your CX Specialist for Worcestershire, Dudley and East Shropshire

Robert Southall

Customer Experience Director – Worcestershire, Dudley & East Shropshire

If you’re looking to turn customer feedback into business growth, drive loyalty, and build a consistently great experience, I bring both the passion and practical know-how to make it happen.

With over 20 years of senior leadership experience in major UK retailers such as Aldi, Farmfoods, and Poundland, I understand what it takes to deliver excellent service at scale. I’ve led diverse teams, shaped operating models, and most recently supported the rollout of a customer-focused retail strategy during a six-month secondment in Spain with Pepco, Poundland’s parent company.

My commitment to customer experience started early, helping in my family’s independent retail business. Competing with bigger brands meant every customer interaction counted, and that belief still drives my work today.

Now at insight6, I work with local businesses across Worcestershire, Dudley, and East Shropshire, helping them turn real customer insight into measurable results. Whether you’re a growing SME or an established business looking to raise standards, I bring a hands-on approach rooted in real-world experience.

Outside of work, I enjoy family life with my wife Rachel and our two children, Olivia and Joshua – you’ll often find me cheering them on from the sidelines at their latest sporting events!

If you’d like to discuss how I can help improve your customer experience, give me a call on 07399 116121.

CX in Worcestershire Meet Robert
Make Contact

Testimonials

Bluestone

Bluestone

"At Bluestone, we take our staff welfare incredibly seriously and we know that recent months have been very challenging for everyone. We are committed to supporting our teams back to work in the best way possible. “We have asked staff how they feel prior to returning to work and used their feedback to help get ourselves prepared for our reopening. On the back of feedback, we wanted to give our teams continuing reassurance that they could raise any worries they may have quickly and effectively “We are now using the instant insight Welfare Checker to ask our staff daily how they are feeling in the workplace. This means that we are able to act on feedback provided by our teams in a swift and efficient manner. The staff safety checker is proving to be a very valuable tool, giving us quick and insightful information that can benefit all our Bluestone teams." Debbie Rainbow - Organisation Development DirectorBluestone
Edwards Coaches

Edwards Coaches

“insight6 and their service was great with their professionalism, easy approach and comprehensive customer experience review program. They helped our staff focus on their customer engagement levels and in turn, this has helped the business increase sales and profitability.” Julie GriffithsEdwards Coaches
Eurotunnel

Eurotunnel

“We’re pleased to work with an organisation that is flexible enough to look at things the way we would like them considered, whilst having broader experience and expertise that they can share to help us find the most appropriate methodology for appraisal.”Jae Hopkins, Sales and Marketing DirectorEurotunnel
Cadbury World

Cadbury World

“We have worked with insight6 Birmingham for over five years and have been delighted with the information and support provided to our business. The client portal is very helpful as it allows me to look at the key issues across a number of reports”.DebbieCadbury World
Booths

Booths

"Booths has worked with insight6 for many years to improve our customer experience. A key aspect of their account management was the support, with meetings held locally and often at short notice, which could then be relied upon to communicate effectively across their national network. I can recommend insight6 to be an excellent and professional partner to any business." Colin PorterBooths