Insight with an "a"?
Practiced in everything we do.
Awareness is at the core of how we work. Awareness of what customers actually experience. Awareness of what frontline teams actually need. Awareness of the gap between what organisations intend and what customers feel.
Since 2015, Insaight has been helping organisations across Malaysia close that gap through strategy, training, coaching, and real-time measurement. We are a HRDC-approved consultancy, which means our programmes are claimable and accessible to organisations of every size.
We do not believe training alone changes behaviour. We believe in building the right conditions for change and then measuring whether it happened.
Your Dedicated Customer Experience Partners
Our team is dedicated to delivering tailored customer experience solutions that drive meaningful results.
With a focus on strategy, implementation, and continuous improvement, we partner with organizations to transform customer journeys and foster sustainable growth.
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Roshini Visvananthan
Founder & CX Authority
Roshini founded Insaight in 2012 at 31 — at a time when Customer Experience was not yet a job title most Malaysian organisations had heard of, let alone invested in.
Her path to founding Insaight was not academic. It was frontline. She started her career at Commerce Life, CIMB's bancassurance arm, working directly in customer care before moving into complaints resolution and then customer retention. She led a national revival project ,one of the most operationally complex CX challenges a young professional can take on, and learned early that the gap between what organisations intend and what customers experience is almost never a policy problem. It is a people, system, and culture problem. Usually all three at once.
From there she moved to HP, where she spent five years managing customer experience across APAC, working as a QA analyst at the sales contact centre, and eventually as an internal training specialist for CX and sales. Then three years at ATCEN, one of Malaysia's leading training providers, where she ran certification programmes and worked with organisations across industries to build CX capability from the ground up.
By the time she founded Insaight, she had sat on every side of the CX equation — frontline, complaints, retention, operations, quality assurance, and training. That breadth is what shapes how Insaight works.
Her deepest conviction — the one that drives everything — is that CX fails not because organisations don't care, but because they look at it in silos. Process people fix processes. Product people fix products. Training people run workshops. Customer survey teams zoom into their data. Nobody is looking at the whole picture at the same time, in real time. CX is holistic by nature. But most organisations treat it as a collection of separate problems.
That frustration is what eventually led her to co-found QRate — a real-time CX intelligence platform that brings customer feedback, internal quality monitoring, and employee sentiment into one dashboard. Not because the technology was the point, but because organisations needed a structured way to see the whole picture. AI made it possible to do it at scale. QRate made it practical.
Roshini is an HRDC Certified and Accredited Trainer, an ICF-ACC Certified Coach, and a COPC Registered Coordinator — one of fewer than a handful of practitioners in Malaysia to hold this credential, which represents one of the most rigorous international standards in customer experience operations.
Outside of work, she plays the veena, paints, and conducts elaborate monologues to an imaginary audience while cooking. She believes the best ideas come from the intersection of discipline and play — which is probably also true of great customer experience.
Participant Feedback
"The trainer is knowledgeable and not boring. The whole session was so fun. We learned a lot"
"Facilitator has a good engagement with the audiences."
"Trainer was excellent and knowledgeable, fun and kind, friendly."
"Training yg tidak membosankan. Dan setiap penerangan jelas. Lebih faham selepas training."
"I like the way of delivering the content with the class full of activities"
Darshini Visvananthan
Chief Executive Officer
Darshini leads Insaight's operations and client delivery — the day-to-day work of making sure that what gets designed in strategy actually lands in the field.
Her career path is not a straight line, and that is precisely what makes her effective. She started in healthcare, working on the frontline dealing directly with patient insurance claims — an environment where empathy, accuracy, and speed under pressure are not optional. From there she moved into the world of AI training operations at Supa Hands, managing teams that worked with major global clients across tight international timelines. She learned to read expectations across cultures, manage complexity without losing clarity, and deliver quality under conditions that don't wait for you to be ready.
She joined Insaight in 2024 and brought with her a distinctly grounded approach — one shaped by real frontline experience, not just theoretical frameworks. Her Scrum and Agile certifications are not decorative. They inform how she designs and manages multi-stage programmes, keeping delivery structured without losing the human texture that makes training actually work.
In the room, participants describe her as bersemangat — full of spirit — and genuinely warm. She makes learning feel safe without making it soft. That balance is harder to achieve than it sounds.
Outside of Insaight, Darshini co-founded The Twinkling Grove — a ritual house for tea, handmade keepsakes, and slow living. The same quality that makes her an effective consultant shows up there too: deep attention to how things feel, not just how they function.
She is an HRDC Certified and Accredited Trainer.
Participant Feedback
"Ms Darshini is a good trainer and not being bias. Always a good thing she share"
"I like the facilitator knowledge and the way she present the module"
"Trainer sangat bersemangat dan sangat friendly"
"Darshini was helpful & cheerful trainer, so i feel not stressful in the training"
"Facilitator is very good to made the session interesting and easy to understand."
