Rhian Anstey CCXP, our CX Specialist for North Wales, Chester, and The Wirral, knows that Customer Experience (CX) is more important than ever. She recently earned the prestigious Customer Experience Professional (CCXP) Certification. Here, she talks about her path to CCXP success and shares why CX is vital for businesses in her region.
1. What inspired you to pursue the CCXP certification?
I am passionate about personal development and strive to improve my knowledge and skill set wherever possible. As a CX Director, it is important to me to ensure I am authentic and act with integrity. The Certification as evidence that I have that knowledge is important to me.
2. Has the Certification process changed your approach?
I don’t think it has changed my approach to CX, but it has taught me new skills and techniques and introduced me to different frameworks. Importantly, I now have access to a global network of other qualified professionals, enabling us to share trends and best practices.
3. Can you share a key takeaway from the certification?
One of the key things that stood out for me is simple in theory, but something many businesses struggle with in practice – creating cross-functional teams. Lots of organisations have departments that work in silos and that can create inconsistency in the customer journey. Creating a culture where decisions are made cross-functionally brings a diversity of thinking and opens up new ideas to enhance the experience for the customer.
4. How will your knowledge benefit businesses locally?
The CCXP Certification means I’m trained in the latest CX strategies to work with companies to build stronger customer connections. The aim is to fix any service gaps to ensure their customer journey reflects what they’re all about. Ultimately, it’s all about helping businesses grow by keeping their customers happier so they stay longer and spend more.
5. Why is CX so vital for businesses in your area?
The customer experience holds unique importance in North Wales, Chester, and The Wirral due to several local factors:
Tourism-Driven Economy:
North Wales and Chester rely heavily on tourism, with attractions like Snowdonia National Park, Conwy Castle, and Chester’s Roman walls drawing visitors from all over. The experience these tourists have is crucial. Positive experiences boost recommendations, repeat visits, and longer stays. For instance, a smooth visitor journey through bilingual signage, accessible transport options, and friendly local services. These elements significantly impact overall satisfaction and encourage return visits, enhancing the region’s reputation.
Cross-Border Customer Flow:
Being close to the England-Wales border, the Chester and North Wales areas see a blend of English and Welsh visitors and residents. Each of these visitors has different expectations and familiarity with the area. Excellent CX ensures smoother interactions across cultural expectations. For example, bilingual services are highly appreciated in Welsh-speaking communities. Businesses that understand this will attract local loyalty and respect.
Independent Retail Scene in Chester:
Chester’s shopping scene is unique, with The Rows and numerous independent shops that compete with major retailers. For small businesses creating a memorable CX is often the difference between thriving and closing. Offering personalised service and going the extra mile creates loyal customers. Customers will return for the unique experience, rather than heading to larger retail hubs nearby.
The “Destination” Nature of The Wirral:
The Wirral Peninsula draws visitors looking for a day-trip experience with attractions like Port Sunlight and the coastline. With fewer options for shopping and dining compared to larger cities, businesses on the Wirral can create an impactful CX that stands out. Positive interactions, like local knowledge from staff, create memorable experiences. In turn, visitors feeling connected to the area are increasingly likely to return.
High Local Competition in Hospitality:
North Wales, Chester, and The Wirral have rich dining and accommodation options, from quaint B&Bs to fine dining and coastal hotels. With competition fierce, CX is essential for standing out. A hotel that provides a consistently exceptional experience, from booking to checkout, will win guests over those focused on amenities. For example, giving guests recommendations for local hidden gems can add a personal touch and enhance their stay.
6. How does your Certification align with insight6’s commitment to CX excellence?
It provides an extra layer of structure and strategy to the things we excel at. Ultimately, this gives businesses peace of mind that they have an expert working with them and reinforces the customer-first approach by supporting businesses to elevate their Customer Experience.
At insight6, we believe in the continuous development of our specialists to provide the best service to our clients. Rhian’s certification is just one example of how we strive to maintain our leadership position in the CX field. To learn more about how Rhian can help your business transform its customer experience, connect with her on LinkedIn or contact us today.