Bridging the CX Gap

Is CX transforming your business strategy and driving growth?

Empowering your business with Deep-Insight’s proven CX strategies, lasting partnerships 🤝, and measurable impact

Why us?

We take it personally

We are a highly experienced team of Customer Experience consultants with the following objectives:

1. To be the CX Partner of choice where, together with our customers, we design and execute CX transformation programmes that drive revenue growth.

2. There’s no 2

Partnership

Our happy place is to be “part of the team” in our client organisations. We value collaborative, agile and transparent ways of working together for success

"A committed partner - wanting the best for your business and eager to see you succeed."

"We feel the team are an extension of our own team looking at our business challenges."

Business Impact

We don’t run vanity projects. If you want a high NPS by any means then we are not the provider for you. If you need an impactful CX programme that supports revenue growth, contact us today.

"Really professional company & people who can help companies transform their mindset & approach to CX."

"Different to other surveys like NPS so we get very valuable insights from our customer. This helps us position our asks back into the leadership for support."

People

Our experienced team of CX Consultants are the best in the business

"Really professional company & people who can help companies transform their mindset & approach to CX."

"I find the entire team very approachable, they possess an excellent balance of professionalism and casual conversation."

Framework and Methodology

Our proven Excellence in CX Framework together with our CRQ™ methodology provide our customers with world class CX programmes.

"Deep Insight are a true partner when it comes to Customer Experience. They have an excellent CX framework and are committed to clients understanding and implementing it in a way that truly makes a difference for staff and end customers."

"You make the job of collating client feedback so much easier. It is such a valuable part of what we do and having you helping us is great. I think the way in which you provide your reports is innovative, the information we get back and the detail you provide is amazing."

THE CUSTOMER

THE EXECUTIVE TEAM

offering actionable insights that enhance customer understanding and drive strategic decision-making

Learn more about how we help our customers to close the gap

Our Process

Think Program not Survey

Our CX process begins with diagnosing challenges, followed by tailored planning, seamless implementation, and ongoing refinement to ensure long-term success.

1 Discovery and Partnership

Getting to know each other and planning for success
Training and onboarding your CX team

2 Onboarding &
Stakeholder Buy In

Leading from the top down
CRQ Onboarding Workshops
Get customer Buy-In

3 Data Integrity &
Quality

Think ‘Census’ not Sample
“Follow the Money”
Assess ALL relationships

4 Assess

Online Survey

5 Data to Insights

Learn what our CX Experts think
Access to Deep Dive and Account Reports

6 Insights to Action

Respond with commitment to Action
“Close the Loop” strategy and workshops

7 Adapt, Change and Review

Innovate based on insights for continuous improvement

Blog Posts

Deepen Your Knowledge

Resources to Guide Your CX Journey

CX Strategy

June 14, 2024

The B2B Blindspot: Why NPS Isn’t Enough

Why Net Promoter Score (NPS) alone isn’t enough to capture the complexities of B2B customer relationships? While NPS is a great starting point, the real value lies in understanding trust, commitment, and service quality at every level of the customer relationship. Dive into this blog to uncover the blindspot that’s holding back many B2B CX programs—and learn how to turn feedback into real action and measurable results.

DI Ourselves

August 26, 2024

A Heartfelt Thank You to Our Clients

This year, 85% of our clients participated in our CRQ assessment, providing invaluable feedback that helped us achieve a CRQ score of 6.0 and a Net Promoter Score of +55. While we’re thrilled with these results, we’re more focused than ever on using your insights to refine our strategies, enhance our services, and deepen the impact we have on your organizations. From closing the feedback loop to exploring new opportunities for improvement, we’re committed to building stronger, more meaningful relationships with our clients.

Awards

December 17, 2024

“Excellence in CX” Awards 2024

2024 is the third year of Deep-Insight “Excellence in CX” Awards. These awards focus on companies that we have worked with in 2024 that have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for both their customers and their employees. That makes us very proud! Before we talk about the winners, let’s answer the following question……

Success in Action

Case Study

BT’s Major and Public Sector division faced a complex challenge during a merger and acquisition, needing a unifying strategy to improve customer experience. With Deep-Insight’s tailored CX program, they achieved a 50+ point NPS increase, 86% client feedback participation, and a return to profit growth in 2019. Discover how a customer-centric culture transformed their business success.

We wrote the book
on CX

Can a business leader learn anything about customer centricity from 15 senior executives who have “been there, done that”? Find out the secret to becoming customer-centric.

CUSTOMER AT THE HEART explores how to lead a customer centricity transformation, develop the strategy, tactics and execution of a customer centricity programme and how to change the culture. The results for companies who have followed this guidance are truly remarkable.

Why us?

We take it personally

Partnership

Business Impact

People

Framework and Methodology

Deep-Insight bridges the gap between customers and executive teams

THE CUSTOMER

THE EXECUTIVE TEAM

offering actionable insights that enhance customer understanding and drive strategic decision-making

Our Process

Think Program not Survey

1

Discovery and Partnership

2

Onboarding & Stakeholder Buy In

3

Data Integrity & Quality

4

Assess

5

Data to Insights

6

Insights to Action

7

Adapt, Change and Review