In March last year when the pandemic hit it was quite understandable that service levels would fall while businesses re-adjusted and managed to establish...

If there has been one lesson from 2020 in our world of CX, it is that fast, short and instant feedback which get straight to the heart of an issue will...

Taking stock of your business at the end of the year is always a good idea. You can take forward what has been good from one year to...

Do you want to increase your applicant conversion rate? insight6 has completed a comprehensive study to understand how potential students feel when...

Whilst ‘Lockdown negatively impacts our ability to stay positive’ might seem like stating the obvious the underlying trends from the insight6 Business...

During these uncertain times the core focus of all leaders is to protect your business by strengthening the relationship with your customers and looking...

If there is a lesson on customer experience throughout this pandemic it is the need for businesses to get fast and accurate feedback from their teams and...

The instant insight Business Optimism survey was launched at the beginning of the month and we have had over 70 businesses participate. Designed as a...

This year has been tough for many of us both personally and professionally. Even the businesses that have been successful during the pandemic will have...

Shopping has changed unimaginably in 2020 and perhaps forever, with online spending at record levels after Covid-19 forced shop doors to close for over...

Over the past few months, lockdown has meant that we have all relied heavily on technology and the internet. From using video calls to working remotely...

Over the past couple of months, businesses across the UK have had to find ways to adapt to the lockdown measures in place in response to COVID-19. The...

Pubs may be closed, bars shut and beer gardens empty but the demand for alcohol remains. Alcohol focused stores have seen a 31.4% surge in the volume of...

More than 75 business leaders from across the UK and Ireland have shared their advice thoughts and challenges on leading during the Covis-19 pandemic...

It is often said that your website is your digital shop window but in reality it is more than that. Your website is the first place clients and potential...

Our worlds have changed dramatically over the last few weeks and it feels like nothing will ever be the same again.  The only certainty is that we...

What does good communication look like during Coronavirus? What more do you need to do to take care of your home workers? How can you look after...

What is Customer Experience Measurement, and why should you care about it? The success of your business is reflected in the satisfaction of your...

How much data do you have about customer experience compared to the volume of data you have about the financial performance of your business? This...

Your customer’s journey, from the starting point when they make the decision to reach out to your business right up to the resolution of the matter, is...

At the heart of the CX work we do at insight6 is Customer Journey Mapping.  It is the third step in our six-step customer experience management...