Dr. Guy Fielding is a founder and the R&D Director of horizon2, a leading UK Customer Contact consultancy. As a psychologist specialising in interpersonal and organisational communication he applies this expertise to helping organisations improve their communication with their customers, for instance in understanding, designing and implementing improved customer contact strategies and interactions.
He has developed Prospect, horizon2’s unique methodology for analysing and evaluating contacts (across multiple channels) between an organisation and its customers. This methodology underpins the demonstrated ability of horizon2 to re-design customer contacts so as to produce significantly improved outcomes for both the customer and the organisation.
He has delivered significant projects working with leading UK and multi-national companies, in industries such as utilities, telecoms, retail, media, IT, travel and transport, healthcare, financial services and insurance, as well as for government organisations such as Police forces (emergency and non-emergency calls) and Not-for-Profit organisations. He has published widely in academic, industry and professional journals, and is a frequent speaker at industry conferences and events.