Customer Experience & Engagement
We deliver customer engagement strategies that optimise the customer journey, optimise operating models and reduce risk. We help clients grow by improving their service proposition that retain and attract customers, while maximising efficiency.
Our customer experience & engagement capability help organisations improve the experience for their customers by making it easier to engage and get the outcomes that will drive satisfaction, loyalty or long-term value.
We draw on insights and analytics to provide hard evidence about your customer experience and your performance compared to your peers. We help define business goals and measure progress towards them, building a robust case for change.
We provide resourcing capabilities to help businesses execute regulatory and transformation projects. We deploy our network of specialist consultants within our clients’ own operations, or at a Davies location, on a permanent or short term basis.
We help our clients accelerate change through sourcing the best people with the key skills through our network of practitioners. This could be an individual or a team on either a permanent or short term basis
Whilst pace is key, in an increasingly regulated environment, we ensure full compliance with GDPR, AWR, off payroll legislation and any vetting requirements.
Beyond sourcing people – we draw on the wider capabilities of Davies to offer a range of managed, project based services to deliver large scale change.
Our resourcing capability span:
Deploying high quality flexible resource when you need it. We ensure rapid mobilisation, screening payment and compliance.
Sourcing and managing entire teams. We take responsibility for delivering whole projects or processes and link payment to our success.
Sourcing the leaders and specialist skills you require in your team. We accelerate your search whilst ensuring the best possible fit with your business.
Through FWD, we provide apprenticeship and professional training to the insurance and financial services sectors. Our learning and development programmes help clients develop and retain their professional talent.
We work in partnership with employers, by identifying the right people, developing the right skills and maximising the identified business benefits. Our industry specialist coaches offer a high degree of expertise, to support apprentices through their programmes. We use a blend of face to face and virtual coaching methods, which provides flexibility for balancing business and apprentice needs.
We work with various regulatory and awarding bodies to deliver high quality apprenticeships. This includes organisations such as the Chartered Insurance Institute (CII), Pearson, the Chartered Institute of Credit Management (CICM), the Chartered Institute of Securities and Investments (CISI), the London Institute of Banking and Finance (LIBF) and the Chartered Management Institute (CMI).
We put all our employers and learners at the heart of everything we do. We work in partnership with them to support and drive them forward by identifying the right people, developing the right skills and maximising the identified business benefits.
As part of our Client Solutions and Account Management Team, each and every one of our employers are provided with a dedicated Account Manager. They will work with our employers to ensure all parties’ goals are achieved.
What is the apprenticeship levy?
We help organisation prepare for the digital future with an array of bespoke, next-generation technologies designed to free up workforces and unlock commercial potential.
We combine cutting-edge software development capabilities, Artificial Intelligence and Robotic Process Automation to solve business problems.
We work with our clients to understand their commercial ambitions and then combine our technical and business acumen to deliver complementary technologies targeted at specific outcomes; whether that’s maximising ROI, enhancing business efficiencies, delivering a competitive edge or increasing profit margins – we are results driven, with our suite of solutions enabling:
Augment your human workforce and streamline operational efficiencies with cognitive automation technology. We strategically position RPA & AI to deliver maximum value and competitive edge for our clients.
Enterprise modernisation services – supporting the transition of business-critical applications to contemporary and efficient digital solutions using a proven, automated and phased modernisation strategy.
UtilityCore™ and InsuranceCore™ – sector-based, intelligent cloud enabled products aimed at delivering organisations a modern, efficient end user experience whilst integrating into existing backend and business applications.
Delivering a unique blend of cutting edge Design and UX methodologies and technical acumen in our solutions to deliver elegance, intuition, innovation, and adding value by enhancing the end user experience and customer satisfaction.
Digital transformation consultancy focussed on identifying competitive edge, augmenting valuable USP’s of the business and increasing business value with intelligent technology and digital innovation.
Benefit from cost-saving, efficiency-enhancing Cloud-based functionality with Hybrid IT. We use methodology that aims to deliver minimal disruption to existing systems and business processes.
Through our analytics solutions, we help organisations interpret the wealth of data generated from the telephone conversations, webchats, emails, customer surveys as well as social media interactions they have with their customers.
Using that data we use our proprietary analytics methodology alongside our analytics specialists to interpret and answer operational questions, and discover hidden trends & patterns. We work with our clients to produce actionable insights, unique to each business, that help organisations improve customer satisfaction, operational efficiency and grow.
We help our clients with:
Our experts undertake audits of insight tools, processes and people, to help businesses understand how well-equipped they are to generate transformational insights and compare our findings against our independently accredited Insights methodology.
We answer the questions that you need answered; we work with customer interaction data to provide the insights at speed. This solution works well to demonstrate the value of analytics, to identify training needs, or where there’s a known problem to investigate and resolve.
The use of analytics to support quarterly reports or annual assessments. Regular insights allows businesses to monitor quality and compliance or to spot trends and patterns in customer concerns and behaviour. We track the effectiveness of changes within your business and track performance improvements.
Ongoing insights to drive change and improve performance. We manage the interaction analytics solution and build the appropriate content to meet business needs, mobilising quickly to have an operational solution ready in weeks.
Accelerating the adoption of interaction analytics by utilising our experienced analysts to work alongside in-house teams. We’ll help build the solution and train teams in our best practice methodology, delivering faster time to value and ROI.
“We’re beneﬁting from powerful speech analytics software, without having to buy it
– and we’re able to call on Ember’s experts to ensure it’s delivering the insights we need. They’re ﬂexible and proactive, suggesting new ways we can use the solution to improve our business.”
“Your ability to source and screen great people in such short timescales has given us a competitive advantage.”
“The time you’ve invested in understanding us has reaped dividends in the excellent people you have found.”
“Gavin’s help and guidance on my Apprenticeship journey was fantastic, he was always reliable, clear and timely. Gavin massively helped me get through my R01 exam by providing me with resources, frequent mini tests and putting in a revision structure to get me across the line.
His help wasn’t limited to helping me pass my exam, his guidance was also exceptional in getting me to complete my portfolio. This seemed like a massive piece of work but Gavin clearly knew how to assist his learners get through it and make it much more manageable.”
“I’d like to thank you for all the great help that you’ve given me throughout the apprenticeship process in ensuring my portfolio was completed to a high standard.”
“Thank you for your support and excellent communication with us all, it has been greatly appreciated.”
“I really appreciate all of the help, support and effort you have provided over the last year or so. I hope the next trainer is as enthusiastic as you.
You have helped make the apprenticeship seem like something achievable that I can work towards rather than it being a burden (having to write essays). You’ve tried to work with me as best as possible and found innovative ways to evidence some of the work I have been doing”
“I am very happy to have you as my coach; I was very impressed by your knowledge and efficiency of the programme/CII during our first meeting. You were very helpful with exemptions, giving me past papers for my exam and a good general overview of my future within the programme.”
“We are all of course delighted at Juno Wealth. A great start for Matt and he certainly has a bright future.
I’d like to thank you for your time and perseverance throughout the process and for helping is get over the final hurdle.”
“Thank you so much!
I really appreciate all your help, especially through a few tricky months, I couldn’t have done it without you, so thank you!
I’m going out to celebrate tonight!
Thank you again, and have a lovely weekend.”
“Thanks for confirmation of Ravi’s pass with distinction and your kind comments. We have high expectations and Ravi has done really well to live up to them!
Whilst writing I would also thank you for all your work and I know Ravi too appreciates the work you have done with him.”
“The coaching sessions with David have been really useful and enjoyable. David has offered some really good advice and I’m particularly interested in the career development side and disusing my PDP with David in the future. The Time Management coaching session was useful also, we discussed the methods I currently use to help manage my day effectively and David offered some really good tips that I will put into practice going forward. I like the idea of taking 10-15 minutes at the end of each day to reflect on what has been achieved, the things that went well and things that maybe didn’t go so well. I believe that this could be an effective way to recognise areas where I may need to make some adjustments to how I work, a really good piece of advice.
Following the initial induction with FWD, my introduction session with David and our latest coaching session on 16/06, it feels like I am now fully on board and on the way to achieving further professional qualifications that will hopefully stand me in good stead for future career development. I am enjoying working with David and believe that he is the right coach to help me develop my skills & knowledge and achieve my future goals.”
“You’ve been a true partner, especially the support you have provided through the IR35 transition.”
“You are an integral part of our team, I trust you to deliver what you promise when you say you will.”
“You’ve been fantastic, very proactive, providing regular updates and support throughout the selection process.”
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