Your CX Specialist for Norfolk

Katie Hills

Creating exceptional customer experiences starts with understanding what your customers really think, feel, and value. I’m passionate about helping businesses uncover those insights and transform them into meaningful improvements that drive loyalty, retention, and growth.

For me, customer experience is about people. It’s about listening carefully, understanding what matters most to customers, and helping businesses make
informed decisions that improve both customer outcomes and commercial performance.

I enjoy working closely with business owners, leaders, and teams to identify opportunities, solve challenges, and create experiences that customers genuinely
remember. Every organisation is different, which is why I believe the best results come from collaboration, open conversations, and a genuine commitment to
continuous improvement.

At insight6, I help businesses gain a deeper understanding of their customer experience through services including:

Customer feedback programmes
Mystery shopping and mystery enquiries
Customer journey mapping
Customer experience reviews
Focus groups and customer listening sessions
Customer retention and loyalty improvement
Customer experience strategy and action planning

These services help businesses identify what they are doing well, where improvements can be made, and how customer experience can become a powerful driver of sustainable growth.

Outside of work, I am proud to represent England as a member of the England Ladies Shore Team. Competing at a national level has taught me the value of dedication, resilience, teamwork, and continuous improvement—qualities that I bring into my work with clients every day.

Whether you’re looking to better understand your customers, improve customer loyalty, or explore how customer experience can support your business goals, I’d love to have a conversation.

Please feel free to get in touch to discuss your business, your customers, and the opportunities that may exist to create even better experiences.

You can contact me at katie.hills@insight6.com and connect with me on LinkedIn.

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Testimonials

Joint Head of Careers, UEA

“Working with insight6 has given us so much more than the limited feedback you get with most polls, surveys or focus groups. We have been able to capture the reality of the student experience and have a very genuine account of how they think, feel and react to our services backed-up with insightful, qualitative data.”Julie SchofieldJoint Head of Careers, UEA

Norwich City FC

"The service that insight6 provide is first class. From the moment we hired Judy and her team of CX Researchers, we were blown away by their professionalism and knowledge of the retail sector. They provided us with thorough reports which specifically highlighted their attention to detail and their understanding of the customer journey."Steve Balmer-Walters, Previous Head of RetailNorwich City FC