Customer Experience

CCXP Certification Shaun Cremins

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CCXP Certification Shaun Cremins

insight6 is proud to announce that Shaun Cremins, our CX Specialist for Derby, Warwickshire and Walsall, has achieved the prestigious CCXP Certification.

The Certified Customer Experience Professional (CCXP) certification milestone highlights Shaun’s dedication to excellence and his drive to help businesses elevate their CX strategies. 

We caught up with Shaun to explore his journey toward CCXP accreditation, what this accomplishment means for his clients, and how it reinforces insight6’s mission to provide industry-leading customer experience solutions. 

1. What motivated you to pursue the CCXP certification? 

When I started my business in 2020, I committed to using my 25+ years of experience to help businesses prioritise customer experience.

In 2023, I joined the CXPA to expand my knowledge, collaborate with global CX professionals, and apply new skills to support my ambitious clients.

The CCXP accreditation was the most recognised way to learn new strategies and deliver even greater value to my clients every day.

2. Can you walk us through the process of obtaining the certification? 

The process was challenging but worth it. In 2023, a group of CX Directors from the insight6 network met to review the CCXP pathway. We started with an assessment to ensure we met the criteria. Once approved, we spent six months studying CXPA terminology and disciplines before sitting the exam.

The journey took 18 months, but the commitment to lifelong learning makes it invaluable.

3. How will the CCXP certification enhance your approach to CX? 

The CCXP accreditation has expanded my thinking and provided clear examples of how innovative CX strategies drive business growth. Many of these practices are already benefiting my clients.

I’ve noticed that the term ‘Customer Experience’ can confuse potential clients. Ultimately, our goal is to drive business improvements. The CCXP process focused on proving how our approach supports this, and it’s already been highly effective for my business.

Employee Experience (EX) is also critical for successful CX. It all starts with the team, and this process has introduced me to new ways to engage and motivate employees.

4. What insights from the programme are you eager to apply? 

Many parts of the programme will directly benefit my clients, but one area that stood out was how CX Specialists worldwide tackle the “known unknowns” of consumer data.

We focus on asking customers the right questions, in the right tone, at the right time. Yet, few businesses take the time to read between the lines. The “known unknown” is the gap between what customers say they feel and what their engagement habits reveal.

For example, brands often ask, “Are you happy with…?” and assume positive responses mean success. But they overlook why those same customers aren’t making repeat purchases or engaging further.

Skilled CX Specialists know how to interpret this hidden feedback and adjust offerings to exceed—not just meet—customer expectations. This is just one of many innovative ways proactive businesses can stay ahead!

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

Working with a network of CX experts across the UK and Ireland is incredibly valuable for understanding and meeting our clients’ specific needs.

It’s easy to work in isolation and overlook how customer expectations evolve or how competitors address similar challenges. The CCXP accreditation broadens this knowledge, connecting us with CX professionals worldwide.

This global perspective not only enhances our personal development but also strengthens the support we provide to clients across the entire insight6 network.

6. How do you see this certification benefiting your clients?   

Ultimately, our clients want help to attract, engage, and retain customers. There’s no one-size-fits-all approach to customer engagement, but working with a dedicated CX professional gives businesses the insight to make smarter decisions about where to invest time and money.

We support businesses of all sizes and sectors, bringing best practices to those committed to putting customers first.

The CCXP programme and our global network of CX experts further strengthen our ability to implement proven strategies that drive our clients’ commercial success.

At insight6, we believe in the continuous development of our specialists to provide the best service to our clients. Shaun’s certification is just one example of how we strive to maintain our position as leaders in the CX field. Contact him on LinkedIn or at insight6. 

2025 Customer Experience Trends

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2025 Customer Experience Trends

Six Customer Experience Trends to Watch in 2025

Staying ahead of 2025 customer experience (CX) trends is vital for success. Rising customer expectations demand seamless, personalised, and proactive experiences to stand out.

Here are six trends shaping CX in 2025. From AI personalisation to employee experience, these insights can drive loyalty and future success.

Table of contents:

1. What Role Will AI Play in 2025 Customer Experience Trends?

AI will drive personalisation and efficiency in CX like never before. Businesses will use AI to anticipate customer needs and deliver tailored experiences.

For example, chatbots powered by AI will handle queries quickly while offering personalised solutions. Predictive analytics will help businesses proactively engage with customers. These tools will improve satisfaction and foster loyalty.

Learn more: Explore the impact of AI in CX in our blog, The Role of AI in Customer Experience.

2. How Will Human-Centric Technology Shape CX?

Customers still value human interaction, even as technology advances. In 2025, businesses must balance automation with empathy.

AI-powered tools will assist, not replace, human agents. For instance, AI can provide agents with real-time data to deliver faster and more personalised responses. This approach keeps technology human-centred and builds trust.

Read more: Check out Tech Trends Shaping Customer Experience.

3. Why Is Proactive Customer Service Essential in 2025?

Customers don’t want reactive support—they expect businesses to anticipate and solve problems before they occur.

Proactive customer service uses data to identify potential issues and resolve them early. For example, businesses can inform customers of shipping delays before they notice them. This approach builds trust and reduces frustration.

Related reading: Learn about Real-Time Feedback in the Digital Age and the connection between CX and Service.

4. How Are Loyalty Programmes Evolving?

Traditional loyalty programmes won’t cut it in 2025. Customers want experiences, not just points and discounts.

Businesses will focus on experience-driven loyalty programmes that create emotional connections. Offering personalised rewards, VIP access, or unique benefits can deepen engagement and foster loyalty.

Read more: Explore the difference between Customer Loyalty and Customer Satisfaction and why loyalty is key to CX success.

5. What Makes Omnichannel Experiences Crucial?

In 2025, customers will expect a seamless experience across all channels. Disconnected touchpoints will no longer be acceptable.

Businesses must unify customer data to ensure consistent interactions. Whether online, in-store, or on mobile, every touchpoint should feel connected and effortless.

Explore more: Read about the Tech Trends Shaping Customer Experience.

6. Why Is Employee Experience Vital for CX Success?

Happy employees create happy customers. In 2025, businesses will prioritise employee experience to drive customer satisfaction.

Employee training, engagement programmes, and feedback tools will align teams with customer-centric goals. Motivated employees will deliver exceptional service, boosting loyalty and customer retention.

Employee ownership is another growing trend that empowers teams and strengthens the link between engagement and CX success. Businesses adopting employee ownership models often see improved satisfaction across both employees and customers.

Learn more: Explore our insights on Employee Ownership and Customer Satisfaction and the link between Happy Employees and Happy Customers.

Conclusion

The 2025 customer experience trends show the growing importance of technology, personalisation, and employee engagement. Businesses that embrace these trends will deliver exceptional customer experiences and build lasting loyalty.

If you’re ready to stay ahead of the curve, insight6 can help. Our tailored solutions focus on customer journey mapping, real-time feedback, employee engagement, and CX strategy to ensure your business delivers world-class experiences. To connect with your local CX Specialist, call +44 (0) 800 970 8987 or visit www.insight6.com.

Like what you’ve read? Sign up for the insight6 newsletter to stay ahead of the competition with the latest insights and strategies to enhance your customer experience.

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B2B Customer Experience: Festive Tips

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How To Deliver An Exceptional B2B Customer Experience This Christmas and Beyond

In the world of B2B, Customer Experience (CX) is now a top priority. With CX increasingly driving customer loyalty and differentiating companies in the marketplace, B2B businesses must prioritise it—especially during the busy festive season. Exceptional CX enhances client satisfaction and solidifies long-term relationships, helping companies stand out and succeed.

With Christmas approaching, now is the time to focus on delivering great CX to meet your client’s needs and build loyalty that lasts into the new year. Here’s a guide on what B2B companies should keep in mind for delivering outstanding CX this holiday season and beyond.

Table of contents:

Why is the B2B Customer Experience Important?

In the B2B world, CX isn’t just a “nice-to-have”; it’s critical for maintaining competitive advantage. Strong CX drives client loyalty, creates differentiation in a crowded market, and fosters long-term partnerships. Research shows that companies with high CX standards tend to have better client retention and generate more consistent revenue growth.

Investing in CX also signals to clients that they are valued and understood. By prioritising the customer’s journey, B2B businesses can create a seamless experience that resonates with clients and encourages loyalty. For more on the importance of standing out through CX, see our blog on making your customer experience shine.

How Does the B2B Customer Experience Differ from B2C CX?

The customer experience is crucial for both B2B and B2C businesses. However, there are some unique considerations for B2B companies:

  • Longer Client Relationships: B2B relationships are typically long-term, making CX consistency and personalisation crucial. Each touchpoint with a client should reinforce trust and reliability.
  • Complex Decision-Making: Unlike B2C, where the decision-making process can be quick, B2B purchases usually involve multiple stakeholders and longer cycles. B2B CX must be transparent, informative, and designed to support clients at every stage of their journey.
  • Higher Stakes: B2B clients have specific, often high-value needs, and poor experiences can impact critical business operations. Consistent, proactive support is essential to ensure clients feel confident in their choice of service provider.

For tips on creating unforgettable moments that build loyalty, read our post on creating wow moments.

Key CX Considerations for B2B Businesses Over Christmas

The festive season brings unique CX challenges and opportunities. Here are some ways B2B businesses can provide exceptional customer service during the holidays:

1. Keep Clients Informed About Holiday Hours and Availability

Do your clients know your holiday hours? Ensure they know when your business will be closed and when you’ll be available to handle enquiries. Clear out-of-office messages and proactive communication go a long way in managing expectations.

2. Be Transparent About Delivery and Response Times

Are you prepared for holiday-related delivery delays? According to Ofcom, delivery satisfaction is an ongoing challenge, with Evri and Yodel facing low ratings and Amazon and DHL leading the pack. Let clients know what to expect to prevent frustration.

3. Add a Personal Touch

A small, thoughtful gesture—like a holiday greeting or personalised thank-you message—can make clients feel valued. Take the opportunity to remind clients that they are more than just a transaction. Reinforce relationships on a more personal level.

4. Offer Proactive Support

Is your team ready to handle increased enquiries over the holidays? Assign dedicated team members to manage holiday-related enquiries. Make plans to address any issues that may arise. Being proactive shows clients you’re prepared and reliable, even during busy times.

5. Optimise Your Website and Online Experience

Is it easy for clients to find the information they need on your website? Ensure holiday hours, FAQs, and contact details are easily accessible. A user-friendly online experience helps clients get what they need quickly, leaving a positive impression.

For more tips on delivering a memorable Christmas experience, read our post on creating the ultimate Christmas experience.

insight6 B2B customer experience case studies

Building a CX Strategy to Kick-Start the New Year

Once the festive season wraps up, your focus should shift toward sustaining excellent CX throughout the year. Here’s how to start strong in the new year:

1. Follow Up on Holiday Experiences

Have you considered gathering client feedback after the holiday rush? Learning how clients perceive their experience will identify areas for improvement. Plus, showing clients you value their feedback is a great way to start the year.

2. Continue to Educate and Support Clients

Are you helping clients meet their goals in the new year? Providing resources and advice that align with their objectives can reinforce your role as a supportive partner and build loyalty.

3. Align Your Team with a Customer-centric Vision

Is your entire team on board with your CX goals? Ensuring everyone understands the importance of CX will lead to a consistent, high-quality experience for your clients. Internal alignment is key to delivering exceptional service at every touchpoint.

📥 Download our CX Business Pack to get actionable insights and tools to align your team and elevate your customer experience strategy!

insight6 Customer Experience Business Pack for B2B.

Conclusion

For B2B businesses, delivering a great customer experience during the festive season isn’t just about meeting expectations—it’s about setting the stage for lasting client relationships. By prioritising clear communication, proactive support, and thoughtful gestures, B2B companies can make a positive impact to last beyond the holiday season. Start the new year by reinforcing these CX efforts, and you’ll set your business up for long-term success.

Want to take your CX strategy to the next level? insight6’s team of CX specialists can help B2B businesses develop tailored strategies that drive results. To connect with your local CX Director, call +44 (0) 800 970 8987 or visit www.insight6.com.

Like what you’ve read? Sign up for the insight6 newsletter to stay informed on the latest CX tips and insights to keep your business competitive.

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Bluestone resort CX excellence

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Bluestone Resort CX Excellence

Press Coverage: Bluestone Resort CX Excellence Recognition Mark

Bluestone in Pembrokeshire has achieved a milestone in the Welsh tourism industry. The Resort is the first business in Wales to earn the prestigious insight6 Customer Experience (CX) Excellence Mark.

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.

Bluestone Resort CX Excellence Certificate
From left to right: Mel Evans, insight6 Director,  South Wales. Claire Lewis, Head of Guest Experience, Bluestone. Stuart Davies Jaynes, Director of People, Bluestone. 

 

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.”

To read the article, please visit The Pembrokeshire Herald.

To find out more about the CX Excellence Recognition Scheme visit www.insight6.com/cxexcellence.

Companies looking to elevate their CX should contact their local insight6 CX Director. 

 

Bluestone CX Excellence

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Bluestone CX Excellence Certificate Long

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. insight6 CX Excellence Mark Black Blue“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.   

Rhian Anstey CCXP Success

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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

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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. 

insight6 Essex welcomes Gavin Meadows

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insight6 Essex QE11 bridge

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
insight6 Essex Gavin Meadows

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. 

With Gavin’s appointment, insight6 offers tailored, comprehensive CX solutions for Essex. You can connect with Gavin on LinkedIn or call us today for guidance on transforming your customer experience. For franchising opportunities, please visit our dedicated website.

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. 

CX in Essex: Meet Gavin Meadows

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CX in Essex interview

Join us as we talk CX in Essex with insight6’s newest team member, Gavin Meadows. Bringing over 28 years of retail expertise, including senior roles at Argos and Sainsbury’s, Gavin has a wealth of knowledge on improving CX across complex environments. We met with Gavin to discuss his journey, insights, and what inspired him to join the franchise.

Talking CX in Essex, what insights can you offer local businesses?

The biggest takeaway is the importance of simplicity in the customer journey. For example, when we brought Argos into Sainsbury’s, there was untapped potential to cross-serve customers. Imagine a customer looking for a kettle in Sainsbury’s but not finding it in stock—they could easily pick it up in-store at Argos and equally be presented with a much larger range with market-leading fulfilment options. But more could have been done to raise awareness, creating a smoother and more integrated experience. For businesses in Essex, it’s vital to streamline the journey across all customer touchpoints. The easier it is for customers to find what they need, the more likely they will return.  

What advice would you give to businesses implementing customer-facing technology?

My main piece of advice is to think about technology as a tool, not a solution in itself. We had to carefully implement technology at Argos to make it feel like a natural extension of the in-store experience rather than something that added complexity. The best approach is to ensure your customers and teams are comfortable with the technology and understand its value. Don’t just introduce tech because it’s trendy—bring it in thoughtfully, with clear support for customers and staff.  

How can businesses leverage CX to stand out from the competition?  

CX is often the true differentiator. While price is important, it can only take you so far. A memorable, positive experience is what customers remember and share with others. In retail, I’ve found that customers will choose to return to a business that treats them well, even if prices aren’t the lowest. This means delivering experiences that make people feel valued, understood, and appreciated. A warm interaction, efficient service, or even going the extra mile to solve a customer’s problem can set a business apart in ways that pricing alone can’t. Businesses that focus on building strong, positive connections with customers are always one step ahead.  

What advice would you give to businesses looking to enhance customer loyalty?

Consistency and trust are essential. Customers want to know they can rely on you to meet their needs. Throughout my career, I’ve found that even small, continuous improvements can significantly impact customer loyalty. Listening to customers, valuing their feedback, and adjusting shows that a business truly cares. On a local level, Essex businesses have the unique advantage of building strong community ties. Establishing that personal connection is powerful for fostering loyalty.

Why did you join insight6, and what excites you about enhancing CX in Essex?

insight6’s model is genuinely appealing because it combines the strength of a national brand with the power of local expertise. I get to leverage my background in CX and retail operations to make a meaningful impact on Essex businesses. insight6 offers end-to-end CX solutions—from reviews and journey mapping to coaching and training. I’m excited to help businesses in Essex elevate their customer experiences, driving growth and loyalty in the local market.

About Gavin Meadows  

Gavin Meadows is an insight6 CX Specialist dedicated to transforming the customer experience for businesses in Essex. With over 28 years in retail and a passion for fostering customer loyalty, Gavin’s insights are invaluable for local businesses looking to stand out. Connect with him on LinkedIn to explore how he can help your business.  

At insight6, we work with over 1,200 businesses, offering tailored solutions to transform CX from end to end. Contact us today if you are ready to elevate your customer experience.

Employee Ownership: Boosting Customer Satisfaction

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Employee Ownership

Employee Ownership (EO) is more than just a business model. It’s a proven way to elevate employee engagement and drive customer satisfaction. But how exactly does this structure impact the customer experience (CX), and why should businesses consider it?

In this blog, we’ll explore the powerful connection between EO, employee engagement, and CX, and share insights on how companies can harness this model to deliver standout service and build lasting customer loyalty.

Table of contents:

What is Employee Ownership?

Employee Ownership is a business model where employees hold a significant stake in the company they work for. According to the Employee Ownership Association, there are 1,650 EO businesses in the UK. Each business can tailor the format of its EO to its unique requirements. The three main types of EO are:

  • Direct Ownership
  • Indirect Ownership
  • Combined (Hybrid Ownership)

The Employee Ownership structure fosters a culture of collaboration and shared responsibility, resulting in a more engaged workforce. When employees feel invested in the success of the business, it’s no surprise that they become more motivated to provide excellent customer service which can lead to a better customer experience.

Research shows that businesses with high employee engagement consistently report higher customer satisfaction scores. When employees feel like stakeholders, their dedication to delivering exceptional service naturally grows—impacting customer loyalty, repeat business, and even profitability. For more about EO, visit the Employee Ownership Association.

How Does EO Impact Customer Experience?

Employee Ownership doesn’t just benefit employees—it significantly boosts the customer experience too. Engaged employees are more likely to go above and beyond to meet customer needs. The reason? Employees have a vested interest in the company’s success.

EO businesses regularly outperform non-EO peers in almost every metric – they’re 8-12% more productive and invest more in their people, innovation, and communities. 

At insight6, we’ve seen this firsthand with our instant insight feedback tool, which allows businesses to gather real-time insights from customers and employees alike. By collecting feedback from engaged employee owners, companies can identify areas for improvement and implement changes quickly. As a result, these businesses tend to create a better, more responsive customer journey, ensuring customer needs are met at every touchpoint.

Why Does Employee Experience Matter for CX?

The link between Employee Experience (EX) and Customer Experience (CX) cannot be overstated. Happy employees lead to happy customers—it’s that simple. We explored this concept in a previous blog on the ROI of Employee Well-Being. When employees are well taken care of, they’re more likely to create positive experiences for customers.

Employee Ownership naturally lends itself to higher levels of employee satisfaction. When people feel valued, they become more enthusiastic about their work, which translates into improved interactions with customers. But, as we’ve discussed before, it’s not just about customer satisfaction; it’s about building loyalty, a true differentiator in the modern market.

How Can You Measure the Impact of EO on CX?

Understanding the impact of Employee Ownership on CX isn’t just about instinct—it’s about data. Tools like our instant insight allow businesses to measure customer satisfaction and employee engagement in real time. With the right feedback and metrics, businesses can pinpoint what’s working and what needs improvement, making data-driven decisions that keep customers coming back.

For EO companies, measuring both employee and customer feedback is crucial. As we explored in our post on the cost of bad employee experience, poor employee engagement can lead to a breakdown in customer satisfaction. However, by regularly monitoring feedback from both groups, EO businesses can maintain a strong connection between their workforce and customers, ensuring continued success.

What’s the Difference Between Customer Satisfaction and Loyalty?

While customer satisfaction is important, true success lies in building customer loyalty. Employee-owned businesses often have an edge in this area. Why? Because loyal customers aren’t just happy—they are advocates. They refer new customers, spend more, and stay with a business longer. Our focus and listening groups help businesses get to the heart of what keeps customers coming back, or what can be improved.

EO businesses naturally encourage customer loyalty because engaged employees provide a level of care and service that goes beyond the ordinary. By aligning employee incentives with customer outcomes, EO businesses can build stronger, longer-lasting relationships with their clients.

How Can Employee Ownership Elevate CX Further?

To truly maximise the benefits of Employee Ownership, companies need to continuously invest in their workforce. At insight6, we offer training and development, mentoring and coaching, and team upskilling to ensure employees—whether owners or not—are equipped to deliver world-class customer service.

insight6 CEO to speak at Employee Ownership Conference
Discover the secrets of customer experience (CX) and transform your business with global CX leader, Jonathan Winchester of insight6

It’s not enough to just own a stake in the company; employees need to feel empowered and skilled to take action. By embedding a culture of learning and improvement, EO companies can ensure that their teams are always growing, always improving, and always focused on providing the best possible customer experience.

Conclusion: Employee Ownership and CX—A Winning Combination

Employee Ownership and Customer Experience go hand in hand. When employees are engaged, customers benefit. And when customers are satisfied, businesses thrive. But to unlock the full potential of this synergy, companies need to invest in the tools, training, and strategies that keep their people—and their customers—happy.

Interested in learning more about how Employee Ownership can elevate your CX strategy? Or looking for ways to improve customer satisfaction through employee engagement? At insight6, we’re here to help. To find your local CX Specialist, call +44 (0) 800 970 8987 or visit www.insight6.com.

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