The Insight Guild: Our Guiding Principles

At the Insight Guild we have developed a series of guiding principles within which all of our engagements are conducted. Our guiding principles ensure that we always adhere to our company values, and remain committed to the pursuit of our strategic mission:

At the Insight Guild we firmly believe that a well-defined customer care offering should be a mechanism for generating customer lifetime value (CLV) while simultaneously enhancing customer experience, loyalty and advocacy. Our client engagements are always undertaken with a balanced view of profitability and Customer Experience, ensuring that each discipline is afforded equal strategic consideration.

10 years ago ‘Omnichannel’ was considered the ideal, a world where customers can service their needs through their preferred channel, and migrate seamlessly between them as required. However, the essence of this philosophy has become lost in recent years, with many brands focussing on diluting the omnichannel ideal in favour of complete automation and self-service.

At the Insight Guild we believe in upholding the principle of true omnichannel, applying technology and automation only where appropriate, yet still delivering a brand worthy experience to your customers. Our omnichannel operating models are always aligned to your brand promise and the expectations of your customers.

Every actionable recommendation from the Insight Guild is backed by data driven insight, enabling our clients to make informed investment decisions. We are opposed to the overly inflated ROI figures that are often propagated by the software / automation industry, who rarely have a detailed understanding of the mechanics and behaviours of customer service operations.

We ensure that all our clients are furnished with well evidenced value forecasts and ROI data before they make important technology investments..

Our four-step approach – INSIGHT > EVIDENCE > ACTION > VALUE – ensures we deliver quantified value with every engagement.

All of our solutions are designed and engineered to place the customer and their experience at the heart of your omnichannel customer service strategy. 

Every Guild recommendation is aligned to your brand promise and calibrated to fit your customer journey design.