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.
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.
Staying ahead of the curve is crucial in the ever-evolving Customer Experience (CX) landscape. For insight6, that means continually enhancing our team’s expertise and skills. Paul Matthews, our CX Specialist for Sussex and Surrey, 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.
Paul’s milestone underscores his commitment to excellence and offers added value to his clients. We met Paul to discuss his journey to be CCXP certified, what it means for his clients, and how it aligns with insight6’s mission to deliver top-tier CX solutions.
1. What motivated you to pursue the CCXP certification?
I pursued the certification to recognise my CX expertise formally. With over 30 years of experience, including nearly a decade focused on CX, I wanted to stand out in a field where many talk about CX but may lack depth. The CCXP is a globally recognised standard, and achieving it validates the skills I’ve gained. It shows my commitment to providing my clients with top-level CX strategies and insights.
Paul Matthews, CX Specialist for insight6 Sussex & Surrey, proudly displays his certificate.
2. Can you walk us through the process of obtaining the certification?
Obtaining the CCXP was both challenging and rewarding. It started with a deep dive into the six core CX competencies outlined by the CXPA, such as CX Strategy, Customer-Centric Culture, and Customer Insights.
Though I had experience, I wanted to be fully prepared for the exam.
Returning to a study routine after being out of formal education for 25 years was a significant shift. My son Dylan, who had just finished his GCSEs, helped me create revision cards, making study sessions effective and a great bonding experience.
The exam tested both knowledge and practical CX application. Passing felt like a significant achievement, and I’m now committed to continuous learning and improving the customer experience.
3. How will the CCXP certification enhance your approach to CX?
The CCXP certification has sharpened my focus on building an organisation’s customer-centric culture. I emphasise that real CX success comes from an organisation-wide commitment, not isolated efforts.
The certification also highlighted the importance of solid metrics and measurement. I’ve integrated more advanced methods for tracking and analysing customer feedback, enabling businesses to make data-driven decisions. A proactive approach like this allows us to address customer needs more effectively and continuously improve offerings.
For more information about the CCXP Certification, visit: www.cxpa.org
4. What insights from the programme are you eager to apply?
One critical insight from the CCXP programme I’m eager to implement is the need for a seamless and consistent experience across all customer touchpoints. Customers now expect the same quality and consistency in their interactions, regardless of channel or department. I’m excited to help clients break down internal silos and align all departments to create a unified customer experience strategy.
Another valuable takeaway is the power of leveraging customer insights to drive meaningful change. The programme introduced advanced techniques for capturing and analysing customer feedback, such as journey analytics and sentiment analysis. I’m keen to help clients go beyond primary surveys and adopt these tools to understand customer needs better and be more proactive in enhancing their experiences.
I’m enthusiastic about helping clients foster a mindset where every employee, from frontline staff to leadership, consistently acts with the customer in mind. A cultural shift to a truly customer-centric organisation is vital for building long-term loyalty and customer satisfaction. I’m excited to guide clients on this transformative journey.
5. How does the certification reflect insight6’s commitment to CX excellence?
At insight6, our mission is to help businesses create outstanding customer experiences, and this achievement aligns perfectly with our commitment to that goal. The CCXP certification is a globally recognised standard, and by earning it, we show that we are committed to maintaining the highest levels of expertise in the CX field.
Staying current with CX’s latest strategies and best practices enables us to provide our clients with cutting-edge insights and solutions that drive customer satisfaction and loyalty. By aligning our methods with the principles of the CCXP programme, we can help businesses build more robust, long-lasting relationships with their customers.
Moreover, it highlights our belief that every business decision should be rooted in a customer-centric approach. By upholding these standards, we strengthen our position as trusted advisors, ensuring our clients consistently deliver exceptional customer experiences.
The CCXP certification is not just a personal milestone; it’s a testament to insight6’s ongoing commitment to excellence in CX, ensuring we always deliver the best service and support to our clients.
Jonathan Winchester, insight6 CEO (left) and Paul Matthews (right) with his certificate.
6. How do you see this certification benefiting your clients?
The CCXP certification enables me to deliver accurate, measurable improvements for our clients in Sussex and Surrey. It equips me with advanced strategies to optimise the customer journey, reduce churn, and boost customer loyalty—leading to increased revenue and profitability.
The certification emphasises data-driven decision-making and linking CX initiatives to measurable business outcomes. Applying these principles, I help my clients develop and implement effective CX strategies aligned with their business goals. Ultimately, the CCXP certification allows us to deliver more value by creating exceptional experiences that contribute to long-term business growth.
At insight6, we believe in the continuous development of our specialists to provide the best service to our clients. Paul’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.
At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively, from end to end, with the dedicated support of a local specialist. To find your local Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com.
