Rhian Anstey CCXP Success

Rhian Anstey CCXP

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.

Rhian Huxtable Earns CCXP Certification

Rhian Huxtable Achieves CCXP Certification

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.  

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.   

“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

For more information or to schedule an interview, 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. 

Rhian Huxtable achieves CCXP Certification

Rhian Huxtable Achieves CCXP Certification

In today’s competitive business landscape, ensuring exceptional customer experience (CX) is more important than ever. insight6 is proud to announce that Rhian Huxtable, our CX Specialist for Devon & Cornwall, has recently achieved the prestigious Certified Customer Experience Professional (CCXP) certification. We sat down with Rhian to discuss his journey towards this significant milestone and what it means for insight6’s mission to deliver top-tier customer experience solutions.   

1. What motivated you to pursue the CCXP certification? 

Thanks to my background and hands-on roles at Sainsbury’s and Boots, I’ve always had a strong intuition for understanding and improving customer experiences. More recently, I’ve applied these skills to support my insight6 clients, helping them develop their CX strategies. But something felt incomplete—I wanted a professional accreditation to recognise our work and formally elevate my expertise.

The CCXP was the ideal choice to deepen my knowledge and gain a more comprehensive understanding of the theories and tools within the CX field. It validates my experience and embraces a mindset of continuous learning. I’m excited to bring these advanced skills to my clients and share best practices from a global network of CX professionals.

2. How will the accreditation enhance your ability to serve your clients?

The CCXP certification has strengthened my foundation by refining my understanding of the five core competencies within CX. This broader knowledge base allows me to dig deeper and pinpoint the root causes of my client’s challenges. With this certification, I’m not just relying on experience—I’m using proven methodologies to create tailored strategies that drive meaningful change.

Additionally, becoming CCXP certified means I’m connected to a global network of CX professionals. I now have access to a wealth of shared insights and the latest CX thinking, which I can leverage to keep my clients ahead of the curve. Ultimately, it equips me to provide even greater value with strategies informed by the most up-to-date practices in the industry.

For more information about the CCXP Certification, visit: (cxpa.org).

3. What particular aspect of the programme resonated with you and why?

What stood out to me was how the programme shifted my perception of CX. It’s not just about the “hearts and flowers” or delivering feel-good moments—it’s about using CX insights to drive strategic decisions that impact the entire organisation. The CCXP curriculum reinforced that effective customer experience management is critical for business growth. It links CX directly to financial outcomes, showing how a solid CX plan can influence customer retention and product development.

Another aspect that resonated was understanding the global perspective on CX. The certification provided valuable insights into how different markets, particularly the US, approach customer experience. Bridging that back to a UK context was a challenge but incredibly rewarding. It’s given me a fresh outlook and new tools to tailor global best practices to the local needs of my clients.

4. What changes will you implement now that you’re CCXP certified?

Achieving the CCXP certification has deepened my understanding of the various elements of the customer journey, and I’ve already started implementing more structured, data-driven strategies. It’s not about looking at customer experience in isolation anymore—it’s about seeing the bigger picture.

For example, I’m now focusing on mapping out every touchpoint in greater detail, identifying where we can add value and improve engagement. Clients can expect a more holistic approach, where each journey stage is optimised to meet and exceed customer expectations. This shift will help us deliver more impactful results, boosting customer loyalty and business growth.

Rhian Huxtable, insight6, with his CCXP certificate

5. Why is CX so vital for businesses in Devon & Cornwall?

Many businesses claim to deliver excellent experiences, but few verify if they’re genuinely meeting customer expectations. Locally, I help my clients see their companies through the eyes of their customers. Understanding how customers experience their brand and mapping out these journeys is critical to fulfilling promises made through websites, social media, and employee interactions.

6. How does the certification reflect insight6’s commitment to CX excellence?

Achieving the CCXP certification aligns perfectly with insight6’s vision to provide world-class CX solutions. As a unique organisation offering end-to-end experience management, it demonstrates our commitment to continuous learning and development. This certification assures our clients that we are equipped with the latest skills and insights, delivering high-quality service every time. Being the only CCXP-accredited Specialist in the South West reinforces our position as the leading experts in the region.

Rhian’s achievement of the CCXP certification is a testament to his dedication to customer experience excellence. As part of the insight6 team, Rhian is now better equipped to help businesses in Devon and Cornwall elevate their CX strategies. 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, contact him on LinkedIn or at insight6. 


At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively with the dedicated support of a local specialist. To find your Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com.