The achievement highlights Bluestone’s dedication to providing exceptional experiences for guests. It is among just 15 businesses across the UK to receive this distinction.
From left to right: Mel Evans, insight6 Director, South Wales. Claire Lewis, Head of Guest Experience, Bluestone. Stuart Davies Jaynes, Director of People, Bluestone.Â
Claire Lewis, Head of Guest Experience at Bluestone, shared:“Receiving the insight6 CX Excellence Mark is a tremendous honour, reflecting the team’s hard work over recent years to ensure we deliver the best for our guests. Investing in understanding our guests’ experiences has given us invaluable insights to enhance daily operations. When our team is happy, this directly enhances our guests’ experience, and the relationship is truly reciprocal.
“Through this journey, we have come to see our business through the eyes of our guests and actively seek their feedback. Even if things are going well, understanding what our guests truly value helps us make continuous improvements.”
Bluestone becomes the first company in Wales to receive the ‘Customer Experience Excellence Mark’ 
Bluestone National Park Resort in Pembrokeshire has set a new bar in the tourism industry. It leads the way in Customer Experience (CX), becoming the first business in Wales to receive the coveted insight6 CX Excellence Mark.
Today, price rarely differentiates businesses – experience does. Understanding how customers and employees perceive your business is crucial to remain competitive as customer expectations rise.
The insight6 CX Excellence Mark recognises businesses that consistently go above and beyond to put their customer at the heart of the company and signifies a seal of approval from the UK’s leading CX experts.  
“Receiving the insight6 CX Excellence Mark is a real honour as the team has worked incredibly hard over the past few years to ensure that we deliver the best for our guests at every level.   
“We found investing in understanding our guest’s experience on a broader level has provided us with invaluable feedback to enhance our day-to-day operation. Part of the process means having all your team invested, and when your team is happy, this only enhances your customers’ experience, and vice-versa.
Through our journey, we have realised the importance of viewing the business through the eyes of our guests and actively seeking feedback. Even if you are doing things well, you may not appreciate the elements your guests truly value or where you could make things even better.” 
– Claire Lewis, Head of Guest Experience at Bluestone
Bluestone is one of just 15 businesses across the UK to receive the insight6 CX Excellence Mark this year. “To deliver CX Excellence, a business must embed a clear and strong customer ethos. Businesses that receive the CX Excellence Mark consistently consider the customer impact of every key decision. 
“They strategically design their customer journey – whether online, by phone or in-person – to deliver an outstanding experience based on research. And they regularly test and monitor performance to remain at the top of their game.”
– Mel Evans, insight6 CX Director South Wales
To find out more about the CX Excellence Recognition Scheme visit www.insight6.com/cxexcellence. Companies looking to elevate their CX can contact their local insight6 CX Director for a free, no-obligation review of their current CX strategy.
Devon & Cornwall Professional Earns CCXP Certification
Rhian Huxtable, Customer Experience (CX) Specialist for insight6, has achieved the globally recognised Certified Customer Experience Professional (CCXP) Certification. He is the first CX Specialist in the Southwest to hold this prestigious accreditation.
With an impressive CX background at major retailers like Sainsbury’s and Boots, Rhian is passionate about delivering exceptional experiences.
“Earning the CCXP certification was a pivotal step in my professional journey. It’s a validation of my experience but also a commitment to continuous learning. I am focused on offering the best service and CX strategies to my clients.”
Rhian Huxtable, insight6 Specialist for Devon & Cornwall
Awarded by the Customer Experience Professionals Association (CXPA), the CCXP is the top credential for CX professionals. The certification equips recipients to drive substantial improvements in customer satisfaction and loyalty by covering six key competencies. These competencies include CX strategy, customer insights, and customer-centric culture. Â
Rhian is already putting his new expertise into practice. Using a structured, empathetic yet data-driven approach, Rhian helps local businesses map the customer journey. In doing so, companies will identify opportunities for enhancing service and boosting profitability.
“Many businesses think they’re delivering great experiences, but few are validating that across all touchpoints. The CCXP certification equips me with the latest tools to assess the full customer journey. In doing so, we can ensure every promise made through websites, social media, and direct interactions is fulfilled.
Rhian Huxtable, insight6 Specialist for Devon & Cornwall
At insight6, we offer tailored, end-to-end CX solutions to transform businesses into customer-focused powerhouses. Rhian’s achievement underscores our focus on providing local expertise with global best practices to help companies thrive.  Â
“Rhian’s CCXP certification is a landmark achievement for insight6 and a testament to our commitment to delivering top-tier CX solutions. His dedication to mastering the discipline ensures our clients in Devon and Cornwall receive unparalleled support in creating exceptional customer experiences.”
Jonathan Winchester,insight6, CEO
Businesses in Devon and Cornwall looking to improve their customer experience can connect with Rhian on LinkedIn or contact us today.Â
For more information or to schedule an interview, contact Lisa-Marie Mallier at No Fluff Communications, 07789 002149 or lisa@nofluffcomms.co.uk.Â
About insight6
insight6 is the UK’s leading customer experience consultancy. With a network of local CX specialists, insight6 delivers tailored solutions to enhance customer journeys and improve business outcomes. Call 0800 970 8987 or visit www.insight6.com.
As rising costs and tax hikes from the recent budget put increasing pressure on businesses, insight6 expands support in Essex. The UK’s leading Customer Experience (CX) firm introduces Gavin Meadows as its CX Specialist for Essex.
The UK economy faces increased operating costs, higher taxes, and tighter consumer spending, placing businesses under immense pressure. Therefore, retaining customers and attracting new ones is more challenging than ever.
Companies must understand their service from the customer’s perspective. Key to this is identifying and addressing pain points while consistently exceeding expectations to succeed. Essex businesses now have a local specialist to work with them on the exciting journey of CX improvement.
insight6 offers end-to-end CX solutions. Its services include customer journey mapping, mystery shopping, online feedback tools, mentoring, training and development. insight6’s franchise model means specialists like Gavin can give tailored support to businesses locally.
Gavin’s extensive retail background, with senior roles at Argos and Sainsbury’s, makes him a vital resource for Essex’s service-driven economy, representing 70% of the county’s value. His expertise in building customer retention and loyalty strategies offers Essex businesses a competitive edge without sacrificing margins.
“Customer experience is the true differentiator. In today’s competitive market, simply having the right products isn’t enough. Businesses need to anticipate and meet customer needs seamlessly, fostering loyalty and satisfaction at every stage.”
Gavin Meadows, insight6 CX Specialist for Essex
With 28 years of expertise in retail excellence, Gavin’s approach emphasises simplicity and efficiency in customer journeys. His insights on tech integration, cross-functional service, and customer loyalty are designed to empower Essex businesses to deliver memorable experiences that keep customers coming back.
“We are thrilled to welcome Gavin to the team. His vast retail experience and passion for customer experience will be invaluable to businesses in Essex looking to enhance engagement and drive growth.”
Jonathan Winchester, insight6 CEO
Key Takeaways for Essex Businesses:
Stand Out from Competitors: Excellent CX builds strong connections, driving customer loyalty even in markets where price alone won’t differentiate.
Streamline Technology Use: Gavin advises that technology should simplify, not complicate, the customer journey.
Strengthen Local Ties: Essex businesses have the advantage of building strong community connections, which can translate into higher loyalty through consistent, reliable service.
For more information or to schedule an interview with Gavin Meadows, contact Lisa-Marie Mallier at No Fluff Communications, 07789 002149 or lisa@nofluffcomms.co.uk.
About insight6
insight6 is the UK’s leading customer experience consultancy. With a network of local CX specialists, insight6 delivers tailored solutions to enhance customer journeys and improve business outcomes. Call 0800 970 8987 or visit www.insight6.com.
Paul Matthews, a Sussex and Surrey-based Customer Experience (CX) Specialist for insight6, has achieved the globally recognised Certified Customer Experience Professional (CCXP) certification, making him one of only 75 professionals in the UK to hold this prestigious qualification.
With over 30 years of experience, and now as the most qualified CX expert in Sussex and Surrey, Paul brings unparalleled expertise to businesses seeking to excel by delivering exceptional customer service to build customer loyalty.
Paul is integrating his additional expertise and cutting-edge tools, such as real-time customer feedback, into his mystery shopping, customer journey mapping, focus groups, team training, and mentoring services. These are essential for businesses in Sussex and Surrey to enhance customer journeys and boost profitability.
CCXP Certification: What is it?
Awarded by the Customer Experience Professionals Association (CXPA), the CCXP certification is globally recognised as the top credential for CX professionals. The certification covers six key competencies, including CX strategy, customer insights, and customer-centric culture—all crucial for improving customer satisfaction and loyalty.
Paul Matthews, CX Specialist for insight6 Sussex & Surrey, proudly displays his certificate.
Paul reflected on his achievement: “Earning the CCXP certification is a proud moment for me. It provides me with the latest tools and strategies to help my clients in Sussex and Surrey create seamless customer journeys, improve loyalty, and drive long-term growth. I’m excited to apply this knowledge to help businesses stay ahead in the evolving CX landscape.”
What does this mean for insight6 clients?
For independent businesses, the customer experience has become a critical differentiator. Companies that focus on improving their customer journey and listening to their customers see significant increases in customers who refer, return, and remain customers for life, leading to increased customer loyalty, reduced churn, and ultimately higher profits.
Paul’s certification empowers him to implement these strategies, ensuring that businesses in the area are equipped to meet customer expectations and gain a competitive edge.
Jonathan Winchester, CEO of insight6, added:“Paul’s CCXP certification is a significant achievement and reflects insight6’s commitment to providing top-tier CX solutions. His expertise is invaluable to our clients, and this certification further enhances our ability to help businesses thrive in today’s competitive market.”
Jonathan Winchester, insight6 CEO (left) and Paul Matthews (right) with his certificate.
Businesses in Sussex and Surrey looking to improve their customer experience can contact Paul Matthews via LinkedIn or through www.insight6.com.
—Ends—
Notes to Editors:
insight6 is the UK’s leading customer experience consultancy, with a network of local CX specialists delivering tailored solutions to enhance customer journeys and improve business outcomes. Call 0800 970 8987 or visit www.insight6.com.
For more information or to schedule an interview with Paul Matthews, please contact Lisa-Marie Mallier, No Fluff Communications, at 07789 002149 or email lisa@nofluffcomms.co.uk.
FE News interviewed insight6 Founder and CEO Jonathan Winchester on the pressing issue of student wellbeing in higher education. The article delves into the complexities of mental health challenges and the launch of our digital guide to improve the student experience and support retention. Explore the full interview and insights here >>>
Prioritising the student experience is paramount for colleges and universities seeking to foster a culture of learning and success. Yet, understanding students’ sentiments throughout their educational journey can pose challenges. Our comprehensive Digital Guide, “The Student Experience,” offers practical advice and tips to help institutions attract and retain top candidates while delivering positive experiences.
– Jonathan Winchester, insight6 Founder and CEO
Student wellbeing: cause for concern
By prioritising the student experience, institutions can attract and retain a diverse student population, bolster academic success, and improve long-term financial prospects. Yet, the education sector faces considerable challenges in addressing student wellbeing.
Data from NHS Digital paints a troubling picture: 1 in 4 young people aged 17 to 19 now likely have a mental health disorder. Additionally, a recent study found that 63% of students face overwhelming anxiety, with 41% experiencing depression to the point of impaired functioning.
Our guide is titled “Empowering Student Wellbeing and Retention,” It equips educational institutions with essential insights and tools to foster a positive and supportive environment for students throughout their academic journey, from enrolment to graduation.
At insight6, we specialise in empowering educational institutions to deliver impactful student experiences and drive institutional growth. With bespoke feedback tools, trained researchers, and tailored solutions, we’ve earned a reputation as the partner of choice for forward-thinking educational institutions. Let us help you shape your institution’s and its students’ brighter future. Download your copy of our digital guide here >>>
Customer experience specialist Paul Matthews is expanding his insight6 franchise by purchasing a neighbouring territory, Surrey.
Battle-based, Paul has been building insight6 in Sussex since 2015, turning it into a thriving customer experience (CX) consultancy. Working with 70 local businesses, including high- profile clients across the leisure, hospitality, retail and professional service industries, Paul has increased turnover by 550%.
insight6 provides businesses with first-hand insights into the customer’s experience utilising its world-class research tool instantinsight, mystery shopping programmes and customer journey analysis.
“I am thrilled to be taking the next step in growing my business. Investing in a new region was a big step against the backdrop of uncertain economic times, however, the need for businesses to fully understand their customers has never been higher, and enquiries have already increased during the first month of 2024.”
– Paul Matthews, insight6 Sussex and Surrey
Paul bought his first insight6 franchise after experiencing the benefits as a client whilst working in the leisure industry. Regarding his professional background and new franchise territory, Paul said:
“I spent 19 years working in the leisure sector managing high-end health clubs, and monitoring and improving customer experience was always a key part of my roles. CX was always a top priority in my previous role, and I invested a lot in measuring and improving CX. Having been an insight6 client for many years, when the opportunity to buy the Sussex arm of the business arose, it was the ideal opportunity for me to go out on my own and help other businesses.”
Surrey is an established and profitable region for insight6. The previous owner, Jim Smith will retire after building up the business over the last 15 years. He said:
“Having joined the company in 2009, then known as ‘Shopper Anonymous’, I’ve built up a fantastic client base and become a trusted business partner over the years. Helping a business improve and achieve its goals is rewarding, and I’ve enjoyed every minute. Paul is a fantastic CX Specialist, and I know businesses across Surrey will be excited to work with him as I head off into retirement.”
Paul added: “I look forward to building new relationships across Surrey and forging strong partnerships that drive success for all involved.”
If your business needs to understand its customers better or improve the experience, you can contact Paul Matthews directly at paul.matthews@insight6.com or 07710 394729.
