Case Studies
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Enhancing change leadership & change capability
A Global Bank needed to drive forward significant digital transformation within Operations and progress was slow.
Fraud management revamp for a prominent UK consumer lender: Addressing backlog and streamlining operations
- Cleared backlog of several thousand fraud notifications
- Assembled a 27-member specialist team within a short timeframe
- Awarded a follow-up project to address a new customer cohort
Enhancing compliance and customer onboarding: A KYC review success story for a major commercial bank
- Successfully reviewed historic KYC for a cadre of commercial customers
- Delivered project on time despite tight timeframes and limited data access
- Retained and expanded the team for a second customer cohort project
Automating Assurance – helping a client automate their quality framework
A UK energy supplier asked us to provide analytical resource as they wanted to outsource the build of the automated quality framework in speech analytics.
Increasing call handling capacity and improving CX in Bupa
With over 2.8 million customers in the UK alone, international healthcare provider Bupa relies on its contact centres to manage insurance claims, help customers book treatments and answer often complex enquiries.
Speech analytics technology to streamline tariffs for vulnerable customers
By leveraging speech analytics, Davies identified and resolved key service gaps in the social tariff process for a leading water supplier — enhancing support for vulnerable customers and significantly reducing complaints.