About Us

The Insight Guild provides a comprehensive suite of consulting and analysis services designed to help shape and transform the customer care experience of brands today.

The Insight Guild was founded in 2017 by Doug Overton, an industry veteran and thought leader with over 25 years of experience in customer care transformation and customer experience strategy.

Today the Insight Guild draws upon an associate network of senior consultants, with specialist skills spanning customer experience design, insight and analytics, knowledge management, contact centre, retail, learning and development, digital transformation and automation.

Our portfolio of solutions spans the entire Customer Service arena from customer journey design, through to operational assessments and digital transformation strategy. Each solution is underpinned by purpose-built proprietary platforms and methods, each designed upon decades of experience servicing all major industries in the customer service sector.

At the Insight Guild, we pride ourselves in our unique approach, which is deeply investigative and personalised in nature. We take analytical detective work to the next level, combining detailed observational methods with cutting edge data analysis technology to unearth rich and transformational insights.

Contact us today to see why some many customers have been delighted by our innovative approach, superlative output and refreshing ideas.