Director recognised as one of UK's leading customer experience specialists

Sutton Coldfield-based customer experience specialist (CX) and business owner Shaun Cremins (pictured) from insight6 has been recognised as one of the UK 's leading CX professionals by CXM (Customer Experience Magazine).

CXM Stars 2022 celebrates the work of CX professionals that dedicate their time to improving CX standards while keeping employee experience as a priority.

Successful businesses have always appreciated the importance of the customer and employee experience, but few have dedicated expertise within this field.

Sales and marketing retain priority when aiming to grow a business, but effective retention of customers and the importance of a positive reputation is now taken far more seriously as a result of the increasing influence of social media.

CX director at insight6, Shaun, explained how the customers mindset is often very difficult to gauge, and even more challenging to interpret, but is often the difference between an acceptable level of service and a memorable experience.

He said: “One thing for certain is that customer expectations have changed during the pandemic, but what Covid has done is somewhat limit the choice that consumers can make in certain sectors and poor standards of engagement will not be tolerated. People will increasingly be inclined to seek out brands that make them feel special or provide added emotional connections.

“In a similar vein, businesses can no longer hide poor service behind Covid. Consumers have seen many businesses adapt and flourish through Covid driven alterations - proving it not only possible to deliver the same standard, but in many circumstances, improved services during Covid times. ”

To discuss how your business is currently managing customer and employee experience, contact Shaun Cremins, CX director, insight6, on 07599 293836 or [email protected]