In late 2017 Insight Now merged with OrbitaCX Limited.

The merger combined the outstanding Customer Experience knowledge, capabilities and unique solutions provided by Insight Now with the consultancy skills and experience of Orbita ConsultancyAs an integrated unit, we solve a growing problem facing organisations today.


We are able to make sense of the data produced by the vast number of different CX solutions and combine this information with live Customer Contact data to understand fully your customer experience.

This in-depth insight allows us to help you drive immediate improvement to both your customers and your business.


We give our clients a real and balanced view of all dimensions of customer engagement to enable intelligent, fast action towards achievable goals based on our knowledge and experience.


With speed, adaptability and perception, human intelligence has a value far greater than automation and technology.  Intuition based on experience provides insight for immediate action.


Our track record is blue-chip and features many leading household names in financial services, retail, telco and other sectors.  ISO 27001 accredited and GDPR savvy, we build security and privacy by design.


From CEO to Insight Analyst with 35 to 8 years respective experience, we are an inspired blend of talent and expertise with a variety of skills from consulting, contact centre, CX and technology backgrounds.


We focus on your business outcomes, derived from the points where you deliver to your customers and employees and underpinned by our commitment to share risk and reward in delivering improvements.


Our Expert Services – including coaching, consulting and benchmarking partnerships will add value to your business; and we can work with and integrate any CX solution.

Colin Hatfield
Managing Director

Mark Hatfield

Nigel Cover
Non Exec. Director

Highly experienced and successful management consultant and business manager. Expert in customer management covering all aspects of sales and service in the multi-channel environment with an excellent track record delivering business improvements for organisations and companies in the public and private sectors.

Provides advice; and leads and supports delivery of business change.

Also, joint owner and leader of a niche consultancy specialising in business improvement and transformation for economic delivery of exemplary customer sales and service.

As joint founder of InsightNow, Mark’s been here since the very beginning, developing the core survey engine and creating tailored technical solutions for clients.

Before starting InsightNow, he spent six years as a managing consultant and product development manager, building tools and methodologies to help leading brands improve their customer service – so he’s well-versed in the science behind a great experience.

Nigel is a Senior Executive with a wealth of experience at board level as a leader, motivator, clear strategic thinker and an instrumental part of business change and growth.  

His passion is simple, people make the difference in business - their engagement as an employee and motivation as a consumer make brands powerful and successful. 

He has the experience, skill and knowledge in the fields of Customer Insight, Customer Loyalty and Employee Engagement. Developing innovative new services, new markets, key clients, strategic partnerships, and people management.



We continue successful working Partnerships with Grant Thornton and Dimension Data, respectively.

Grant Thornton UK LLP is part of one of the world's leading organisations of independent advisory, tax and audit firms. We help dynamic organisations unlock their potential for growth by providing meaningful, forward looking advice.


Our underlying purpose is to shape a vibrant economy, based on trust and integrity in markets, dynamic businesses, and communities where businesses and people thrive. We work with firms, regulators and government to rebuild trust through corporate renewal reviews, advice on corporate governance, and remediation in financial services. We work with dynamic organisations to help them grow. And we work with the public sector to build a business environment that supports growth, including national and local public services.

For over 7 years we have worked with Insight Now to deliver the Global Customer Experience Benchmarking Report. 


They have a unique ability to personalise solutions to very precise needs and an outstanding technical capability for the portal and to slice and dice its data. Their sector knowledge, speed, flexibility and professionalism are also key components of the Reports’ success.

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