Case Studies
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Improving a water supplier’s tariff for vulnerable customers
Davies delivered streamlined services for vulnerable customers supported by insight analysis.
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.
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
Providing operational resilience for the Ombudsman Service
The Ombudsman Service supports consumers and businesses in the highly regulated energy and communications sectors, intervening when disputes aren’t resolved within eight weeks of being raised.