At insight6 Sussex and Surrey, we’re passionate about helping businesses transform the way they interact with customers—and at the heart of this mission is Paul Matthews, CCXP. With decades of expertise in customer experience (CX), Paul is dedicated to empowering businesses of all sizes across all sectors to elevate their service and drive sustainable growth.
What is a CCXP?
A Certified Customer Experience Professional (CCXP) is a globally recognized certification awarded by the Customer Experience Professionals Association (CXPA). It’s the gold standard for CX practitioners, demonstrating in-depth knowledge and proven expertise across six key competencies:
- Customer-Centric Culture: Embedding a mindset of customer-first thinking within organizations.
- Experience Design and Improvement: Creating seamless, engaging, and effective customer journeys.
- Metrics, Measurement, and ROI: Linking customer feedback and satisfaction to measurable business outcomes.
- Customer Insights and Understanding: Analyzing data to truly understand customer needs and behaviors.
- Organizational Adoption and Accountability: Ensuring teams at all levels are aligned with CX strategies.
- Strategy: Developing and implementing a vision for exceptional customer experiences
By earning the CCXP designation, Paul demonstrates his commitment to delivering exceptional customer experiences and his ability to guide businesses toward world-class service.
What Paul Brings to Your Business
Paul’s approach to CX is centered around measurable impact. Through mystery visits, customer feedback systems, and tailored training, he identifies what’s working, uncovers opportunities for improvement, and provides actionable insights to take your business to the next level.
Whether you’re looking to build customer loyalty, increase online reviews, or create memorable client experiences, Paul’s expertise ensures your business thrives in today’s competitive market.
Specialist Areas
- Customer Feedback Solutions: Gathering and analyzing insights to understand your customers’ experiences.
- Mystery Shopping & Enquiries: Gaining an unbiased perspective on service quality.
- CX Training & Culture Development: Helping teams deliver excellence at every touchpoint.
- Net Promoter Score (NPS) Implementation: Guiding businesses to measure loyalty and act on feedback.
Why Work With Paul?
Paul combines the strategic thinking of a Certified Customer Experience Professional with the hands-on support of a trusted advisor. As a judge for customer service awards and a frequent collaborator with businesses like Knockhatch Adventure Park and Brufords the Jewellers, Paul has a proven track record of turning feedback into actionable growth strategies.
Let’s Transform Your Customer Experience
If you’re ready to make every customer interaction unforgettable and take your business to new heights, get in touch today:
paul.matthews@insight6.com
07710 394729
LinkedIn: Paul Matthews, CCXP
www.insight6.com
With Paul’s guidance, transformation truly comes as standard.