Case Studies
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UK insurer gets to grips with vulnerability
Davies were asked to assess and recommend how to close gap on FCA vulnerable customer regulation requirements.
Driving CX transformation through customer communication design for a large Insurance Business
Davies was asked to assess and then design a transformative customer communication strategy, encompassing new channels, future needs, and a cost-effective omni-channel mix, to ensure consistent, supportive experiences across all touchpoints.
Revitalising an account handler programme through apprenticeships
- Improved retention rates and career development opportunities for employees
- Increased diversity with a 50/50 split between male and female participants
- Employees have increased capability in their roles and consistently exceed targets
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.