The opportunity
Build a customer experience business on a model that works
Run your own customer experience business in an exclusive territory, delivering the work businesses now depend on. You bring the commercial experience, and we bring the brand, the method and a national team who have done it before.
Join our team of 25+ CX Specialists
Raising CX standards since 1998
UK's leading CX franchise
What you're joining
A business of your own, without starting alone
Most people who want their own business hit the same wall. Building the brand, the systems and the client base from scratch is slow, risky and lonely, and that is what holds capable people back. insight6 takes that risk off the table. We have raised customer experience standards for organisations across the UK and Ireland since 1998, with an established name, the icx6 method and a network of local specialists already in place. As a franchisee you run your own exclusive territory with all of that behind you, so you can focus on winning clients from day one rather than starting from nothing.
- A recognised brand that clients already trust
- The icx6 method, proven across thousands of projects
- A national team of 25+ CX Specialists behind you
CX: the new business battleground
Jonathan Winchester
Founder and CEO, insight6
The market
“
Customer experience is now the new business battleground. And we've seen this since the pandemic.
Jonathan Winchester
Founder and CEO, insight6
The role
What you'll do as a Customer Experience Director
You'll work with local businesses to show them what their customers really experience, then help them put it right. You build and lead your own team, and turn what you find into clear reporting your clients can act on. Day to day, that means delivering six core services:
Mystery shopping
Show your clients what their customers really experience, through real visits and calls run by your research team.
Customer journey mapping
Map the journey your clients' customers actually take, and pinpoint where it works and where it breaks.
Customer surveys
Capture how your clients' customers feel in real time, and turn the feedback into action.
CX training and workshops
Train your clients' teams in the everyday behaviours that turn one-off visits into loyal customers.
Focus and listening groups
Run facilitated sessions that surface what your clients' customers and teams really think.
Mentoring and coaching
Coach your clients' people one to one or as a group, embedding the habits that make great service stick.
The icx6 method
A clear process for every client you take on
icx6 is the six-stage process insight6 developed to transform a client's customer experience, and every franchisee works to it. It gives you a clear way to explain the work in a first meeting, and a set route through it once the client is on board.
- Inspire, identify and illustrate, to agree with the client what great looks like
- Instruct, inform and improve, to bring their team up to it and keep it improving
Who your clients are
The businesses you will work with
Your clients span sectors, from regulated professions to multi-site groups and well-loved local names.
Professional services
Legal, education, accountancy, optical and care.
Groups and chains
Well-known operators running multiple sites.
Family-run businesses
Pubs, garden centres and attractions.
Why insight6
Why build it with insight6?
An exclusive territory
A region that is yours alone, with room to grow.
A method that works
The icx6 method, refined across thousands of projects.
World-class tech with AI integration
The platforms that run the work day to day.
A national team
25+ CX Specialists you can lean on and learn from.
Brand and marketing support
Win clients with an established brand behind you.
Training and accreditation
Full training in the six core services before you take on a client.
Meet the founder
“
You are never alone. We look after our franchisees, we work in teams, and we have a great support network.
Jonathan Winchester
Founder and CEO, insight6
Why is insight6 unique?
Jonathan Winchester
Founder and CEO, insight6
Funding
Flexible funding options available
The investment varies by territory, and flexible funding can help you get started. We walk through the numbers with you on your discovery call.
FAQs
Questions about the opportunity
Do I need experience in customer experience?
No. Most of our franchisees come from commercial, sales or management backgrounds, not CX. What matters is that you are commercially capable and good with people. We train you in the method, the services and the tools before you take on a single client.
Will I be running the business on my own?
No. You own and run your territory, but you are backed by a national team of 25+ specialists, with training, mentoring and a network to lean on whenever you need it.
How do I get started?
It starts with a relaxed discovery call about your background, your region and whether it is the right fit. From there we walk you through the model and the numbers together, then training and launch. Register your interest to begin.
Your next step
Ready to run your own CX business
Start with a relaxed discovery call, or read the detail first. Either way, the next move is yours to make.
Register your interest
We will only use your details to talk to you about the franchise opportunity.
