Driving CX transformation through customer communication design for a large Insurance Business - Davies

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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.

40,000

customer interactions per day

5

standalone business areas

6

online portals

3.6

million customers

The challenge

A detailed assessment of the customer communication process across the organisation revealed gaps in approach, skills, methodology, and technology that impacted their ability to meet accessibility requirements achieve their overall CX objectives.

Fragmented communication structure with unclear ownership, inconsistent processes, and messaging focused on the company’s needs not the customer’s, was creating frustration, wasting resources, and damaging brand perception.

Our solution

We delivered a customer communication strategy and outlined a transformation roadmap focusing on the contact centres, digital services, and how they manage customer interactions. The team created a new service delivery model design which allows for centralised management of customer communications, including recommendations on new roles and accountabilities across all lines of business. Securing leadership buy-in for Customer Communication Management (CCM) investment, demonstrating its impact on customer needs, operational efficiency, and employee experience. This included implementing a centralised CCM platform to optimise communication..

Our impact

  • A complete centralized customer communication strategy, governance and org design.
  • Over $5.5M annual cost saving after implementation cost.
  • Reduction of 40 FTE through workload efficiency.
  • Over 35% channel shift from letters to Digital.
  • A detailed benefits case focused on Digital optimisation and operational efficiency.

Meet our specialists

Michael Anderson

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Neil Chitre

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