At insight6, we believe exceptional customer experience (CX) isn’t just good service – it’s a competitive advantage. Learn how we’re partnering with Agile Comms to put CX at the core of their strategy and prove the power of a client-first approach.
In this case:
The Challenge
Our Approach
CX Solutions
Results
Agile Comms: Project Overview
Changing telecoms, one experience at a time.
For Agile Comms, exceptional customer experience (CX) isn’t a differentiator – it’s the business model. From day one, the team set out to challenge the telecoms industry’s reputation for poor service, complicated contracts and long-term tie-ins. By making CX a central pillar of their strategy and using insight6 tools and coaching to support that goal, Agile Comms is proving just how powerful a client-first approach can be.
About Agile Comms
Ollie Jackman and James Fisher, Co-Founders and Directors
Founded in 2021, Agile Comms is an award-winning telecoms provider based in Plymouth. Their mission: to simplify business communications with flexible, scalable solutions – all backed by exceptional service.
With clients across the UK in both the private and public sectors, Agile Comms delivers phone systems, mobile packages, video conferencing and connectivity solutions. The company’s focus on customer experience has not only shaped their service model but has also become a vital part of the solutions they provide to clients.
Learn more about Agile Comms ➝ About Agile Comms.
The Challenge
Putting CX at the centre – and helping clients do the same.
In an industry often associated with complexity and poor service, Agile Comms set out to do things differently. But it wasn’t just about delivering better telecoms. The team wanted to build a CX-led culture from the ground up – one that informed their values, service design and client interactions.
Crucially, Agile Comms wanted to go a step further: helping their customers improve their enquiry handling and service delivery through better communication tools and strategies.
“There’s no point spending money on marketing if, when the enquiries come in, you don’t deal with them correctly. Every conversation counts.”
— Ollie Jackman, Co-Founder and Director, Agile Comms
By combining great tech with a genuine passion for people and service, the team is now showing other businesses what’s possible when CX becomes everyone’s business.
Want to know the truth about enquiry handling in Professional Services? Download our 2025 Professional Services Client Journey Report here.
Our Approach
CX reviews, real-time feedback and expert mentoring.
Working in partnership with insight6 CX Specialist for Devon and Cornwall, Rhian Huxtable, Agile Comms developed a structured programme to track, measure and improve customer experience, including:
- Monthly client surveys using insight6’s real-time feedback tool, instant insight
- Post-installation reviews – such as a 300-user system upgrade for Plessey
- CX coaching and mentoring to embed best practice into sales, onboarding and service
- Collaboration on client events to share CX best practices
- Use of data to support award wins and public sector tender success
“Every client conversation now includes something about CX. It’s completely changed how we talk about our business – and the value we deliver.”
— Ollie Jackman, Co-Founder and Director, Agile Comms
CX Solutions
Creating a culture of feedback and continuous improvement.
Customer Experience (CX) is now fully embedded into Agile Comms’ operations, from sales conversations to account reviews. Using instant insight, the team captures monthly client feedback – spotting friction points early and proactively addressing service issues.
Agile Comms also support clients in improving their own customer experiences. Some of the ways the company does this is by advising on call routing, enquiry handling, and employee experience, with successful results across multiple sectors:
- Travel – Plymouth CityBus
- Estate & Letting Agents – Citylets and Luscombe Maye
- Technology Manufacturer – Plessey
If you would like to discover how Agile Comms’ flexible communications services could help you to transform communications in your business, please visit their website.
Project Outcomes
Turning insight into impact
By embedding customer experience into their core operations, Agile Comms has seen powerful results – both internally and in the eyes of their clients.
- NPS of +90 – well above the industry average of +30
- 48 Google reviews with a 4.9★ rating, many driven by instant insight feedback
- Significant growth in client retention and new business
- Named winners of the Digital Revolution Award at the Devon Business Awards
- Shortlisted in the 2025 Business Comms Awards ‘One to Watch’ category
- Listed on the Crown Commercial Services Framework for the public sector
Agile Comms Wins Digital Revolution Award at Devon Business Awards
Could your business be recognised for CX excellence?
Agile Comms has joined a growing number of businesses earning the insight6 CX Excellence Mark — a symbol of customer-first thinking and measurable impact.
“We are thrilled to receive the Client Experience Excellence Mark from insight6. At Agile Comms, delivering outstanding client experience is at the heart of everything we do, so it’s rewarding to have that commitment recognised. Our ongoing partnership with insight6 provides valuable client feedback, which helps us measure and manage our customer-first approach. It’s made a real impact.”
— Ollie Jackman, Co-Founder and Director, Agile Comms
Learn more about the CX Excellence Recognition Scheme and how to apply today.
insight6’s end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking companies. Our network of local specialists provides on-the-ground support. Don’t let an inadequate customer experience ruin your reputation or impact your success. Get in touch today to schedule a no-obligation chat with your local CX specialist or a free demo of our total feedback solution—instant insight.