CX in Norfolk continues to evolve, and we’re pleased to welcome Katie Hills as our latest CX Director, supporting businesses across the region.

Katie brings a strong background in retail and customer-facing roles, with a clear focus on building relationships and improving the customer journey. Throughout her career, she has consistently sought ways to elevate service standards, strengthen customer connections, and deliver meaningful outcomes for both customers and businesses. 

We sat down with Katie to talk about her journey into customer experience, the lessons she’s brought from retail, and the opportunities she sees for organisations across Norfolk. 

Katie Hills is a CX Director at insight6, working with businesses across Norfolk to improve customer experience, strengthen consistency and drive measurable results through insight-led action. 

A Q&A with Katie Hills, CX Director at insight6

Table of contents: 

• Tell us about your career so far and what led you into customer experience 
• What can other sectors learn from retail when it comes to CX 
• What excites you most about working with businesses in Norfolk 
• What’s one small change businesses could make today to improve CX
• How can customer feedback help businesses see the full picture 
• What are the most common CX challenges businesses face today 
• How can insight6 help turn customer insight into real improvements 
• What role do frontline teams play in delivering great CX 
• Where should businesses start if they want to improve CX 
• Tell us something about you outside of work 

Tell us about your career so far. What led you to customer experience? 

I’ve built my career around customer service and customer experience, driven by a genuine passion for creating positive, meaningful interactions. I’m naturally people-focused and have always been drawn to roles where building strong relationships is central. Across every position I’ve held, I’ve looked for ways to improve the customer journey and deliver more value. 

What can other sectors learn from retail when it comes to customer experience? 

Understanding your customer is fundamental. You need to know who they are, what they value and how they want to engage. Mapping the customer journey and viewing it from the customer’s perspective is essential. 

Even in a digital world, the human element still matters. Building relationships and maintaining a personable approach strengthens trust and long-term success

What excites you most about working with businesses in Norfolk? 

Norfolk has always been home for me, and I genuinely believe in the strength of the local business community. There is significant untapped potential for businesses to grow and thrive, and I’m excited to support that. 

What’s one small change businesses could make today to improve CX? 

Kindness and appreciation should be at the heart of every customer interaction. Strive to be the business that leaves customers feeling valued, happy, and eager to return. Often, it’s not just the product or service that drives loyalty, but the person representing the business. A positive first point of contact can shape the entire customer experience and even outweigh other factors. The same principle applies internally. When you invest in your people, create a positive environment, and give them a reason to feel proud of where they work, that energy naturally carries through to your customers. Engaged, happy teams deliver better experiences—and the results follow

How can customer feedback help businesses see the full picture? 

It’s difficult to see your own business objectively. Customer feedback provides an external perspective and highlights where the experience may not align with expectations. 

What are the most common CX challenges businesses face today? 

A lack of appreciation for both customers and staff. Both are critical to success, and neither should be taken for granted. 

How can insight6 help turn customer insight into real improvements? 

It starts with honest, unfiltered feedback. From there, we work with businesses to create clear action plans and ensure that insights lead to measurable improvements. Read some of our client success stories to see how this translates into real results.

What role do frontline teams play in delivering great CX? 

They are critical. First impressions are formed within seconds. It’s not just what you do; it’s how you make people feel. 

Where should businesses start if they want to improve CX? 

Start with a conversation. Understand your current position and where improvements can be made. 

Tell us something about you outside of work.

I love spending time with my husband and two children. I am also part of the Norfolk Angling Club and compete internationally as part of the England Ladies Shore Team. 

Want to improve your CX in Norfolk?

Katie’s approach reflects a broader shift in how businesses are thinking about customer experience. 

It’s no longer just about delivering good service. It’s about understanding what customers experience in real time, acting on that insight quickly, and creating consistency across every interaction. 

For businesses in Norfolk, the opportunity is clear. With the right structure, feedback, and support, small improvements can drive meaningful commercial results. 

If you’re looking to strengthen your customer experience, now is the time to start. 

You can connect with Katie on LinkedIn to continue the conversation and explore how your organisation can turn insight into action. 

At insight6, we work with over 1,200 businesses, offering tailored solutions to transform CX from end to end. To connect with your local CX Specialist, call +44 (0)800 970 8987 or visit www.insight6.com

Sign up for the insight6 newsletter to stay ahead with the latest CX strategies and insights.