ABOUT US
We at The Insight Shop are experience people. We are a customer experience consulting business that helps you understand and improve your total customer experience. Our team is dedicated to providing you with the best solutions to improve your customer experience. We work with businesses of all sizes and industries, and our focus is on making improvements that are impactful to the customer and your investors. We prioritize listening to our clients, partnering with them, and ensuring that insights help teams make better decisions, therefore positively impacting their bottom line.
Kate Kompelien
Owner, CEO
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Alex Shriver
CX Consultant
Define Personas
The Insight Shop partners with your team to uncover your brand target, exploring their motivations, pain points, decision triggers, and preferred channels. We then distill the findings into vivid, actionable personas complete with journey snapshots and messaging cues. These personas will align marketing, sales, product, and CX teams around the moments that matter most, ensuring every campaign and experience speaks to the right people, in the right place, with messages and experiences that matter most.
Define Your
CX Strategy
In a focused CX Strategy Sprint, The Insight Shop brings your cross‑functional leaders together to map today’s customer reality, qualify the “moments that matter,” and highlight the few pain points that drain the most value. We then translate these insights into a clear, prioritized roadmap—linking quick‑win fixes to long‑term experience pillars—so every move you make is both customer‑driven and ROI‑positive. The result: a shared CX North Star, actionable initiatives, and measurable targets your teams can start executing on immediately.
Design your VOC Program
 Our Voice‑of‑Customer Program captures feedback at the moments that matter, by starting with customer interviews to establish a rock‑solid baseline of current experience performance, and then tracks every uplift as experiences improve against revenue, retention, and cost‑to‑serve. With a closed‑loop dashboard and actionable insights your teams can deploy immediately, you’ll see how each CX improvement drives measurable, board‑ready ROI.
Our offerings
Additional Services
Bring senior‑level CX expertise into your organization with our Fractional CX Partnership. We embed as your on‑call CX leader, setting a clear experience vision and KPIs, steering high‑impact initiatives; journey mapping, VoC program design and optimization and coaching your teams to adopt repeatable, customer‑centric practices. You gain board‑ready insights, focus on priority projects, and can scale effort up or down without adding more headcount, ensuring every interaction drives measurable growth and loyalty.
Fractional cxo
Qualitative research
We understand the ‘why’ behind customer motivations through interviews, intercepts, ethnography, and observational studies to uncover the insights most brands miss. Qualitative research is crucial because it reveals the “why” behind behaviors, uncovers unmet needs and de-risks product and marketing decisions by grounding strategy in real human experience. We turn findings into clear, actionable recommendations that spark innovation, strengthen loyalty, and drive lasting growth.
Change Management
Change is never easy and when an organization isn't prepared, it can be costly, disruptive, and deeply destabilizing. At The Insight Shop, we use the proven PROSCI methodology to guide smooth, successful transitions. Our approach ensures that every individual affected by the change is not only aware of what's coming, but also has the desire to engage, the knowledge to understand what’s required, and the ability to take action confidently. We equip organizations to move through change with clarity, alignment, and measurable momentum.
Deliverables
Process Maps
Experience Personas
VOC Program Design
Journey Maps
Ideation Output
CX Road Maps
CX Solution Charters
Insight Reports
OUR CLIENTS
