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Davies Group

WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?

 960 640 Stuart O'Brien
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Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online!

84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture that really puts the customer first?

Davies has discovered that culture seems to be taking a backseat for most CX leaders, although we all know that the absence of customer-first thinking often brings longer contact-centre wait times & more effort, resulting in enhanced frustration & unhappy customers.

In the webinar session, you’ll discover why, and the expert panel will share top tips on how to create a CX culture that will help you achieve those all-important business objectives, including:-

  • How organisational culture is holding your fellow financial services peers back from achieving their CX goals
  • What CX leaders across financial services see as the most important factors in CX design
  • Common misconceptions on building and sustaining a strong internal CX focussed culture
  • Get actionable insight on how to develop a sustainable CX culture in your business

If you have any questions about the webinar content, please contact Boyden Manns at Boyden.manns@davies-group.com.

You can watch the full webinar below:-

Webinar: Financial services organisations struggle to create a CX culture built to last – but why? from Davies Group on Vimeo.

 

REPORT DOWNLOAD: Future proofing CX – How can organisations drive transformation effectively?

 960 640 Stuart O'Brien
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0

After surveying 360 senior leaders in Customer Experience (CX) as part of their research with Netcall, Davies are delighted to be able to share with you the findings in their new research report.

Find out what CX leaders from financial services, NHS and local government have to say on what is driving, and blocking them, from developing effective CX – and how they are navigating the current accelerated pace of change.

Download Davies’ free report to find out more about:

  • The critical issues obstructing organisations in creating memorable CX, such as complex legacy systems and lack of technical expertise
  • Omnichannel and why 99% of organisations want to be it, but only 26% believe they already are
  • Sustainable CX design and how 62% of organisations said they need to be able to rapidly adapt to keep ahead of CX expectations

Click here to download

Davies webinar session: Financial services organisations struggle to create a CX culture built to last – but why?

 960 640 Stuart O'Brien
By:
0

84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture that really puts the customer first?

Davies has discovered that culture seems to be taking a backseat for most CX leaders, although we all know that the absence of customer-first thinking often brings longer contact-centre wait times & more effort, resulting in enhanced frustration & unhappy customers.

In Davies’ upcoming webinar session, they’ll discover why, and their expert panel will share top tips on how to create a CX culture that will help you achieve those all-important business objectives.

Register below to find out:

  • How organisational culture is holding your fellow financial services peers back from achieving their CX goals
  • What CX leaders across financial services see as the most important factors in CX design
  • Common misconceptions on building and sustaining a strong internal CX focussed culture
  • Get actionable insight on how to develop a sustainable CX culture in your business
  • Ask any burning questions you have in a Q&A session

Don’t miss out! If you can’t make the webinar on the day, sign up and Davies will send the recording to you.

Register here

 

5 Minutes With… Davies Group’s Leon Boland

 960 640 Stuart O'Brien
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In the latest instalment of our contact centre industry executive interview series, we spoke to Leon Boland, Director of Learning Experiences Questions (Contact Centre) at Davies Group, about the company, the ongoing impact of COVID-19, opportunities with new technology and the importance of operational KPIs… 

Tell us about your company, products and services.

We are a consultancy rooted in making a difference for our clients. Our solutions are not based on vanity and being the ‘next big idea’, but based on practical, value-based ideas which make a difference to a business and its people and deliver both a positive return on investment and a positive return on expectations.

Our solutions offer a unique blend of digital learning and human led (albeit virtually at the minute) interventions. We have our own team of consultants along with our own inhouse design and video studio. The learning experiences we create and the thought leadership we offer can solve many challenges, in a variety of sectors – across different levels from c-suite executives to front line teams. Our team of people come from the contact centre world, so they get your challenges and understand your vision. They have led and been a part of contact centre teams, and with the addition of consultancy knowledge and thought leadership development – they are based placed to help you fix and grow.

What have been the biggest challenges the Contact Centre/Customer Services industry has faced over the past 12 months?

We have seen two key stand out challenges over the past 12 months linked to learning. Learning initially went on the back burner due to the significant challenge of converting business models to be virtual, then after about 6 months businesses started to focus on the future again and we observed two key challenges, the first being the need to develop leaders to manage virtual and hybrid teams and the second being onboarding. We feel there is still more to do around managing hybrid teams and we are supporting clients with this with our tactical leading hybrid teams workshop package, which is proving successful. The second challenge of onboarding was already a challenge before covid as they are often dated, delivered in person, lengthy and not always KPI focused. There is now the immediate need is how do we sustain headcount whilst onboarding people virtually or needing people competent quicker, KPI focused onboarding transformations is something we are passionate about and do well, we are continue to support clients in this area.

And what have been the biggest opportunities?

We would say clients realising that learning can be flexible and should still happen, using virtual classroom, digital or a blend of both. We have been encouraging this for some time now.

What is the biggest priority for the Contact Centre/Customer Services industry in 2021?

Onboarding Transformations, they simply can not continue being so facilitator classroom heavy, not focusing on operational KPIs from day one, lacking true customer experience skills and speed to competence being beyond 6 months. The demand for agents to be competent quicker, more efficient onboarding experience, delivering exceptional CX and operational savvy from day one is certainly a requirement for the clients we partner with, however we also know the appetite is there for internal learning teams but the challenge is they are already overstretched and at capacity.

What are the main trends you are expecting to see in the market in 2021?

We see the demand for contact centre sales and service increasing, consumers are even more used to shopping virtually, so want to be serviced virtually. This includes via different omni-channels and businesses are very focused on tech and automation which is great, but it is important we don’t neglect the humans and the need to evolve agents’ skills is essential. Another curious question is will the need for capacity increase or will tech help balance this? Either way it is important to start thinking about how talent is onboarded.

In 2025 we’ll all be talking about…?

At the minute, the same as we have been talking about for the past 5 years, we find we have a habit of talking about the future, especially in learning but are we truly planning to get us there? The hype over the past few years has been about digital learning and VR in learning, something we have rolled eyes at for some time. Digital learning has its place and it is all about creating the right learning experience and not doing digital for the sake of it, covid has helped us excel the use of digital learning (finally!) but has it gone too far? VR however is something that was the next big thing 2/3 years ago, and now we hardly hear about it in learning. It isn’t always cost effective and results effective for contact centres.

So, I support our thoughts are, what SHOULD we be talking about and we feel the focus should be on deliver outstanding customer experience to retain and deliver on revenue. Organisations that truly put their customers first stand out, with social media being a platform to advocate on, it can also have the opposite effect. Consumers expect more and will continue to expect more. So our question to you is, are you preparing your learning strategy to help underpin your TOM?

What’s the most surprising thing you’ve learnt about the Contact Centre/Customer Services sector?

This was a tough one to answer, I would say initially surprising was how resilient people who work in this sector are, they are also unsung heroes a lot of the time.

You go to the bar at the Contact Centre Summit – what’s your tipple of choice?

Gin, defo gin. Actually, I also don’t mind a fizz or two?

What’s the most exciting thing about your job?

I would say getting the opportunity to partner with so many incredible clients globally to deliver results driven learning. We get insights into so many brands to see the great work they are doing. I feel my team and I are pretty dam lucky!

And what’s the most challenging?

This is a tough one, but I would say the skill in convincing operational senior leaders that learning is essential and whilst it can seem like a big investment initially, if done right the ROI should always cover the investment and more.

What’s the best piece of advice you’ve ever been given?

The importance of becoming operationally savvy by getting under the skin of operational KPIs and the running of a contact centre, as this will be essential for my credibility when delivering CX/ Contact Centre learning solutions. I would say it is some of the best career advice I ever had, especially at the level I work at with our clients.

Succession or Stranger Things?

Stranger Things 😊

Ember Services

CX specialist Ember Group acquired by Davies Group

 960 640 Stuart O'Brien
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Ember Group, a customer experience (CX) consulting and digital solutions business, has been acquired by Davies Group as part of a transaction will complete during October, subject to approvals.

Ember provides CX consulting, analytics, training and specialist resourcing to large organisations and major brands operating across a range of highly regulated and international markets, including insurance, utilities and financial services.

Ember’s 60-strong team will join Davies’ Customer Solutions business, headed up by Mark Grocott, significantly expanding its portfolio and propositions.

This will allow Davies to provide its global clients with a broader and deeper range of CX, transformation, analytics and training solutions, alongside its CX digital platform, ServiceTick, and its broader operations skillset across complaints management, and specialist regulatory resourcing.

Under the deal all of Ember’s leadership team will join Davies.

Davies Customer Solutions sits alongside the group’s Claims Solutions and Insurance Services businesses, with the wider group now having more than 1,400 professionals working across the UK, Continental Europe, North America and Bermuda delivering operations, digital solutions, and consulting to more than 500 highly regulated and international businesses and brands.

The deal marks Davies second deal of 2018 after adding insurance services and captive management capability through the acquisition of R&Q’s services businesses in January this year. In the past year, Davies added more than 100 new accounts from existing and new clients to its growing operations and digital platform, and recently reported strong revenue growth of 41% in the year to 30 June 2018, including 11% organic growth across its platform.

Dan Saulter, Group CEO of Davies said: “Ember has a great track record and incredible reputation for delivering significant value for its clients through deep domain expertise in customer experience, analytics, resourcing and training. By adding Ember’s capability to Davies we can become even more valuable to our clients, providing deeper solutions and staying relevant to their evolving needs in service design and delivery. I am excited to be working with Mike, David and the whole team as we take our broader proposition to the market”.

Mike Havard, Chairman of Ember said: “We are excited by the opportunities presented by the Davies acquisition for our clients, the whole Ember team and our future potential together. There was an immediate sense of alignment and fit with Davies; their client and people focused culture validated Davies as the right partner to support our next phase of growth.