The CX Podcast R&R

Hosted by Rhian Huxtable & Richard Knight

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Episodes

Latest episode

Oct 2026

Language

EN-GB

About the show

Creating and delivering the best customer experiences is the single most important thing that businesses can do today. Give yourself some R&R time and think about the experience you are giving your customers. Rhian Huxtable is an award-winning, nationally recognised CX specialist with a passion for improving the experience business gives its customers. Richard Knight is the ’customer experience bloke’ who works across multiple sectors to close the perception gap between a business and its customers to deliver success for both parties.

Listen to episodes

60 recent

November 6, 2026Episode 8737 min

Episode 87 - How relentless client focus helps Francis Clark Financial Planning stand out from the crowd with Charlotte Taylor St Ruth

In this episode Rhian and Richard dig into: 🔹 What client focus really looks like in a relationship-driven profession 🔹 Where generative AI fits in, and where the human touch still matters most 🔹 How to keep pace with the speed of change without losing sight of the people you serve Charlotte brings a refreshingly honest perspective on balancing innovation with trust, and on why the best client experiences still start with listening. Whether you’re in financial services or any client-facing business, there’s plenty here to take away. The CX Podcast R&R is brought to you by www.insight6.com

October 2, 2026Episode 8627 min

Episode 86 - AI: How can it support CX? withNinian MacGregor - AI Automation and Data Analytics Consultant

In this episode Richard Knight and Rhian Huxtable from insight6 talk to Ninian MacGregor all about AI and its impact on and possibilities for CX. The CX Podcast R&R is brought to you by insight6 - the CX specialists

March 19, 2026Episode 8536 min

Episode 85 - Why is company culture key to great CX? with Alistair Tudor - Head of Transformation and Client Delivery

In this episode Richard Knight and Rhian Huxtable from insight6 catch up with Alistair Tudor again! This time they discuss how Stephens Scown Llp have taken CX to the next level. Alistair talks about the firms focus on a great company culture that enables great client experiences. The CX Podcast R&R is an www.insight6.com production

December 11, 2025Episode 8433 min

Episode 84 - CX in 2026 with Jonathan Winchester, founder and CEO of insight6

In this episode, Richard and Rhian warble with the founder and head honcho at insight6, Jonathan Winchester. They talk all about how insight6 came into being and what things are looking like for 2026 on the CX battlefield! Tune in and gather ideas and insights for your CX delivery in 2026! This an insight6 production for more information go to: www.insight6.com

September 29, 2025Episode 8331 min

Episode 83 - Taking CX to the next level with Alistair Tudor From Stephens' Scown Solicitors

In this episode Richard and Rhian warble with Alistair Tudor from Stephens' Scown, a regional law firm with offices across the south-west of England. Alistair shares how as Head of Transformation and Client Delivery, he has worked with the team at Stephens' Scown to deliver world-class client experiences. He reveals the stages of transformation and tips on how to delight clients and customers, The CX Podcast R&R is brought to you by www.insight6.com

August 8, 2025Episode 8223 min

Episode 82 - How random is your CX?

In this episode Rhian and Richard warble about random versus intentional and differentiated customer experience. They provide insight into the impact of random customer experience on revenue and delve into the latest data from the insight6 professional services sector report - how well do legal, accountancy, financial and property firms handle initial enquiries? The full enquiry handling report is available to download HERE The CX Podcast R&R is produced by insight6

March 14, 2025Episode 819 min

Episode 81 - How can one more coffee help your business in 2025?

In this episode join Richard and Rhian from insight6 warble about how cost cutting in the new financial year can impact CX and how another coffee could be the answer! Plus you can also access the FREE CX Checker. What level of CX does your business currently deliver? FREE CX Checker quiz - https://cxchecker.scoreapp.com This podcast is produced by insight6 - www.insight6.com

February 14, 2025Episode 8025 min

Episode 80 - Get great CX in your business in 2025

In this episode join Richard and Rhian from insight6 warble about what to expect in 2025, how deliver great cx and how to access the FREE CX Checker. What level of CX does your business currently deliver? FREE CX Checker quiz - https://cxchecker.scoreapp.com This podcast is produced by insight6 - www.insight6.com

July 19, 2024Episode 7922 min

Episode 79 - CX Top Tips from Wales with Mel Evans

In this episode join Richard and Rhian from insight6 as they talk to their colleague from Wales, Mel Evans, all about top tips for attractions, leisure and hospitality companies as we enter the holiday season. This podcast is produced by insight6 - www.insight6.com

June 28, 2024Episode 7836 min

Episode 78 - Holiday CX with Lee Trowbridge

This month the west country warblers, Richard Knight and Rhian Huxtable, talk to Lee Trowbridge all about CX highs and lows of working the holiday sector. Lee and his wife book bespoke travel experiences you'll never forget. Join us to hear more about how Lee delivers great CX for his customers and how the travel industry are treating its customers when we venture for our 2 weeks of rest and relaxation. Get in touch with Lee on Lee.Trowbridge@notjusttravel.com or www.yourholiday.notjusttravel.com This is an insight podcast production - www.insight6.com