CX Solutions
Customer Experience Services for UK Businesses
The customer experience your team thinks they’re delivering isn’t always the one your customers actually get. So how do you know what’s really happening across every interaction? Our closed-loop programme shows you what’s working, where it’s falling short, and how to fix it.
The blind spot
You can't fix what your customers won't tell you
Most unhappy customers don’t tell you. They just stop coming back. Surveys reach the customers willing to fill them in, not the ones who quietly left. Internal reports show you what’s measured, not always what’s happening. By the time bad CX shows up in your numbers, the customer has already gone somewhere else.
That’s the gap insight6 closes. We work with you to understand how your customers feel about your services, products, and team, then partner with you to act on it.
insight6 is a UK customer experience company. Your programme is led by one of 25+ regional CX Specialists, so the person measuring and improving your CX already knows your sector.
- A complete view of your customer experience
- Strategy, training, and measurement coordinated by one specialist
- Measurable progress
Our services
Six solutions to transform your CX
Run any one service alone, or combine them into a programme that gets sharper each cycle.
Listen & understand
Mystery shopping
Explore mystery shopping
Instant insight
Explore instant insight
Listening & focus groups
Explore listening & focus groups
Design & develop
Training & development
Explore training & development
Mentoring & coaching
Explore mentoring & coaching
How we work
Six steps to transform your business with insight6
Our icx6 framework guides every CX programme we run, from first conversation to continuous improvement.
CX case studies
Three programmes, three sectors, three different problems insight6 helped solve.
OpticalOCL Vision
Mystery shop scores climbed from 77% to consistent mid-90s.
Read the full case study →
HospitalityBluestone
Employee survey participation moved from 64% to 85%.
Read the full case study →
Higher EducationUniversity of Birmingham
Mystery shop scores rose from 35% to 76% in 10 months.
Read the full case study →Find your sector
CX expertise built around how your sector actually works
Retail runs differently from hospitality. Hospitality runs differently from healthcare. Our 25+ regional specialists work in the sectors they know, so the KPIs, benchmarks and programme design fit your world. Click a sector for case studies and examples.
Don’t see your sector? We’ve worked across many UK industries.
Get started
What happens when you get in touch
Three steps from first call to better customer experience.
Step 01
A conversation with your local CX Specialist
One short call with the Customer Experience Specialist who works in your region. They’ll listen, ask the right questions, and get a sense of where your business is now.
Step 02
A clear view of what would help
From the conversation, your specialist will recommend the right combination of services for your situation.
Step 03
Delivery
Based on your individual needs, your CX specialist creates the strategy, then works alongside your team to put it in place across your organisation.
Get your free CX Business Pack
Practical tools, frameworks, and real examples from across UK CX
1 in 3 customers walk away from a brand they love after a single bad experience. Get the strategies, tools, and real-world examples to make sure yours don’t. Plus, see how UK businesses are using customer experience services to turn loyalty into long-term growth.
Local expertise
Find your local CX Specialist
A nationwide team of CX Specialists across the UK and Ireland. Each one knows the sectors, sites and standards in your patch.
FAQs
Frequently asked questions
Do you offer CX services outside the UK?
Our network of CX Specialists is based across the UK and Ireland, with each one local to their region. We don't run international programmes, but if you have UK or Ireland sites we can cover them.
Can you work alongside our internal CX team?
Yes, and that's how most engagements work. We provide the methodology and a regional CX Specialist who's your point of contact throughout. Your team keeps ownership of the changes and how they're implemented, with our support along the way.
How long is a typical engagement?
It depends on the work. Some engagements are time-limited, like a one-off training day or a focused project. Others are ongoing, with regular reporting cycles built around your sector and what you're trying to change. Most clients begin with a smaller piece of work, then expand from there.
What's the difference between a CX consultancy and a CX agency?
Most people use the terms interchangeably, but there's a real difference. A customer experience agency will typically focus on producing things, campaigns, content, software. Consultancies typically focus on diagnosing what isn't working and changing how a business operates. insight6 does both: we measure what's happening, recommend the changes that will make the biggest difference, and stay with you to make them stick.
How do you charge?
Every engagement is scoped to your sector, your size, and the level of support you need. After an initial conversation to understand your business, you'll receive a tailored proposal so you can see exactly what's included and what it would cost.
How do you measure success of a CX programme?
KPIs are agreed at the start of the engagement, tailored to your sector and what you're trying to change. We then repeat the same measurement at agreed intervals, so the metric that surfaced the gap is the same metric that proves it's closed. Most clients see a clear baseline-to-result picture within the first year.
What sectors do you specialise in?
Our 650+ clients span a wide range of sectors. We work most often with retail, hotels, travel and hospitality, automotive, education, legal and professional services, B2B, care homes, optical, sports and leisure, attractions, farm shops and garden centres, builders, and towns, BIDs and councils. See our sectors page for the full list with case studies and named clients.
Get started
