horizon2 management team

Duncan has extensive commercial experience at board level in a number of industries, most recently, prior to founding horizon2, being Director of Analytics (EMEA) at Verint Consulting, a top 30 US Enterprise company.

Working on the basis that customer behaviour is ultimately what drives business value and ensuring that people, processes and technology are aligned to consistently deliver optimal customer experiences has enabled Duncan to lead successful performance improvement programmes for a number of leading UK organisations including MBNA, Lloyds TSB, Barclaycard, Orange and Sky as well as the Child Support Agency, the FSA, the National Audit Office and several police forces.

Duncan has been in the contact industry for over 10 years and prior to heading up the analytics operation for Verint was a principal commercial consultant and client director at CM Insight working on performance improvement projects across the European contact centre market. He also has an MBA from Ashridge Business School.

Guy is a Chartered Psychologist and Associate Fellow of the British Psychological Society specialising in interpersonal and organisational communication. He applies this expertise to helping organisations improve their communication with their customers.

Within horizon2, Guy has lead the development of a number of innovative and distinctive approaches to analysing and managing customer communication, which provide a systematic and objective assessment of the quality of an organisation’s communication with its customers. Combining this psychological and behavioural economic theory has enabled horizon2 to drive some astonishing performance improvements even in difficult economic environments.

Guy has delivered significant projects working with leading UK and multi-national companies, in industries such as utilities, telecoms, media, IT, travel and transport, healthcare, financial services and insurance, as well as for government organisations and Not-for-Profit organisations. These include the implementation of quality assurance and supplier monitoring programmes for a number of major UK organisations such as NRE, Powergen, Virgin Money and Toyota.

Justin has considerable European experience in managing customer service and customer acquisition centres as well as leading successul performance improvement programmes in both the private and public sectors.

His recent clients include US Fortune 500 listed companies and a number of UK FTSE 100 organisations including Centrica, Home Retail Group and Camelot.

Justin has over 13 years of Contact Centre experience including roles as Operations Manager at the Telegraph Group through to Consultant and Client Director at CM Insight.

In these roles, he has covered all areas of customer management, training and quality management as well as initial business case modelling, leading procurement projects and contractual / mediation exercises.

His most recent role was Director of Quality Management Consulting at Verint, a top 30 US enterprise company.

He is a recognised expert in Quality Management working with clients to build the correct structures and processes to allow for measurable business performance improvements