Your CX Specialist for Sussex & Surrey

Paul Matthews (CCXP)

Exceptional customer service is the bedrock of any successful business, and I am passionate about working with businesses to help ensure they meet and surpass their customers’ expectations.

With over 20 years of experience directly engaging with customers, managing large teams, and leading organisations to excellence, I have seen first-hand how effective customer experience management can transform a business.

I’m proud to be one of only 75 people in the UK—and the first member of insight6—to achieve the prestigious Certified Customer Experience Professional (CCXP) accreditation. This recognition reflects a deep understanding of the six core competencies essential for delivering exceptional customer experiences:

Customer Insights and Understanding
Customer Experience Strategy
Metrics, Measurements, and ROI
Design, Implementation, and Innovation
Culture and Accountability

At insight6 Sussex and Surrey, we are fortunate to collaborate with diverse clients, including law firms, accountancy firms, attractions, hospitality, and retail businesses. Within these sectors, we work with many well-known companies throughout Sussex and Surrey, providing tailored support to help them excel in customer experience.

My team and I offer comprehensive services, including:

CX Strategy writing
Customer journey mapping
Mystery visits and enquiries
Customer feedback
Training and development
Focus and listening groups
Mentoring and coaching.

These services are designed to uncover valuable insights, enhance customer satisfaction, and drive sustainable growth to help Sussex & Surrey-based SMEs increase customer loyalty.

If you want to ensure that your customers receive an experience that will make them want to refer, return, and remain customers for life, I’m here to help. Please feel free to contact me. I would love to meet with you, learn more about your business, and explore how to work together to achieve your goals.

You can contact me at 07710394729 and connect with me on LinkedIn.

Paul Matthews (CCXP) – CX Specialist in Sussex & Surrey | insight6

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Latest news from insight6 Sussex & Surrey

CCXP Certification: Paul Matthews

Paul Matthews receives prestigious CCXP certification.

insight6 Surrey Acquired by Paul Matthews

insight6 Surrey franchise acquired by CX Specialist Paul Matthews.

Michael Jones Jewellers

We had been looking to better understand the experience our customers really have with us for some time and found Paul and insight6 through contacts in the Houlden Group. We arranged a Zoom meeting with Paul and it quickly became clear that he had a fantastic knowledge of customer experience in our sector and what to take into consideration when looking to build a mystery shopping programme for our business. He could not have been more helpful, with great support at every stage. We quickly activated the plan and had online, phone and visits to our 3 stores’ with specific criteria in mind. Each mystery shop result was delivered in a user-friendly format and once the first wave was complete, Paul collated the information and helped us to digest the results. This helped us to set a baseline level of customer experience for our business before starting on a new team training plan, concentrating on any areas highlighted for a raise in standard. Following the success of the mystery visits and enquiries, we commissioned insight6 to develop a customer listening programme. Paul’s experience in this area really shone and he made it really easy for us to make the process work. We can now easily contact our clients following every transaction with our business to ask them for personal feedback and, when positive, an online review. In the first ten days we received over 70 positive emails from our clients, resulting in 14 new 5-star Trustpilot reviews. Paul has been fantastic throughout the process and we have had no issues with any of the insight6 platforms. We have also benefited from the Houlden membership group rates, which makes our prospect and client listening programme excellent value for money.Mark Conway, DirectorMichael Jones Jewellers

Fishers Farm Park

“Thank you Paul and insight6 on behalf of all the staff for the two excellent training sessions. The consensus of opinion from the management team and staff is very encouraging.”Tim RollingsFishers Farm Park

Jempson’s

“If you are an independent retailer you should engage insight6 to review your business. Since we have implemented their CX program the feedback has driven us to make numerous improvements to our business.”Stephen JempsonJempson’s

Stamco Builders Merchants

"Since we returned to using the services of insight6 we have seen a clear improvement in our ratings which transfers to an improved service to our customers and ultimately sales revenue. The way in which the reports are fed back has allowed us to use them as a tool for continuous improvement and helped keep customer service at the top of our staff priorities. Thank you, Paul,"John CorneliusStamco Builders Merchants

Battle Abbey School

"The service that Paul and insight6 provide has become a corner stone of our marketing and advertising development strategy. Reliable and efficient the service also provides clear and measurable results which feed in to our strategy at a number of levels. It’s a must for all marketeers looking to provide a board or CEO with evidence that they are keeping their eye on the ball! A great opportunity to secure objective statements on ways to improve. Great value for money too."James DennettBattle Abbey School

The Cooden Beach Hotel

"Working with Paul at has had a very positive impact on our management and staff being able to review systems and processes enables us to commend ourselves for the good and work together as a team to install practices for continuous improvement. Paul is very charismatic and has a wealth of knowledge to offer a personal steer appropriate to individual business needs. Having started working together this year we have a full programme booked for next and anticipate a long working relationship together."Lesley KimberThe Cooden Beach Hotel

W. Bruford

"Since we started working with Paul at insight6 he has transformed the way we think about Customer Experience. By seeing the business through the eyes of our customers, we now have a new perspective from which to improve our service experience online, on the phone and in-store. Paul is a highly motivated, professional individual who really understands our business and genuinely cares about helping us to be the best we can be. He is well respected by our team and has helped us to move the business forward in many areas. My only regret is not meeting Paul sooner!"Ashley PughW. Bruford

Dawson Hart Solicitors

"Paul has been very helpful and insightful in guiding us on customer satisfaction when the client makes a new enquiry. The reports we receive enable us to see the business from a different perspective and understand better how we can ensure we are maximising our conversion potential. Paul also gave an excellent presentation to our staff too so they feel more engaged in the process of working with insight6. Thank you Paul."Laura MantonDawson Hart Solicitors

SLM Toyota

"We decided to use insight6 to help increase our customers experiences but also to use it for training purposes. Paul has been really professional, always willing to help and offer his opinion on previous experiences he has encountered. We also find Paul very approachable and easy to talk to and have built a really strong rapport which is vital to moving our business forward. We are really pleased with the results so far and the portal is also a really good tool. With regards to the Sales event we ran and your team making the telephone appointments this went like clockwork and we were pleased with the results. We will refer yourselves to our other SLM branches if they need any calls made for their Sales Events."Mel BallSLM Toyota

Helix Law

“Paul and Insight6 offer a really useful high quality service and product. Practically we find the ‘insights’ helpful in keeping us honest with ourselves about how we’re all performing. Regular monitoring and feedback really drill into everyone the importance of caring and in that sense the training aspect is invaluable in setting the bar high on customer service and user experience. Completely separate to the above is the additional value in the sense Paul really cares about what we’re trying to achieve. As one example I’ve received an email from Paul at 9pm to let me know a web submission form on our website wasn’t working. In that sense the value of instructing Paul/Insight6 goes beyond the cost and benefit of their products alone. Thoroughly recommended.”Alex CookHelix Law

Your CX Specialist for Sussex & Surrey

Paul Matthews (CCXP)

Testimonials