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Ember Group

Ember rebrands to Davies Consulting

960 640 Stuart O'Brien

Ember Group has rebranded to Davies Consulting as part of its final integration step following Davies’ acquisition of the company in 2018.

Operating as Davies Consulting, the team will continue to deliver specialist customer experience (CX), Operational Consulting and Digital Transformation expertise for clients operating across a range of highly regulated and international markets.

Since the acquisition of Ember, Davies has increased its annual investments in innovation and digital transformation more than four-fold. Including in digital CX, analytics and automation capabilities that combine contact-centre expertise with cutting-edge CX technology and innovation capabilities.

The rebrand brings Davies’ consulting division closer to Davies’ internal technology and automation specialists, supporting the firm’s continued ambitious plans to accelerate growth and expand its service offering.

Globally, Davies has more than 4,000 colleagues, with operating centres across the UK, Ireland, Bermuda, the US and Canada. The business delivers professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, digital transformation & change management.

Mark Grocott, CEO – Consulting & Technology, said: “Our specialists in Ember have a great track record and incredible reputation for delivering significant value for our clients through deep domain expertise in customer experience, analytics, consulting & digital transformation. By rebranding to Davies we can become even more valuable to our clients, providing deeper solutions and staying relevant to their evolving needs inservice design and delivery.”

David Leedham, Managing Director of Consulting, added: “Rebranding to Davies has been a key element of our growth strategy and allows us to accelerate our ambitious plans to expand the breadth and depth of our services. I look forward to the next stage in our evolution as Davies Consulting where, with fresh investment and backing we will continue to increase the value we can bring to our clients.”

WEBINAR REWIND: The role people, platforms & partners play in your future operating model

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If you missed last week’s Ember webinar don’t worry – You can now rewatch the entire session online!

The economic outlook will test organisations like never before. With consumer confidence and spending devastated and constraints on our way of life likely to continue for a considerable period, the challenges are clear. Against this gloomy economic backdrop, many organisations are fighting for survival and need to adapt rapidly.

To meet the challenge organisations need to look differently at their operating model to build in greater flexibility and resilience whilst optimising costs without creating new risks or having a detrimental impact on the customer experience. Cost-cutting shouldn’t mean service compromise.

In this one hour webinar you’ll learn from Ember, Airbnb and npower, with their partner Arise, across the following topics:

  • Why legacy operating models are failing customers, are no longer cost effective and lack the flexibility and resilience to support changing business needs
  • How to think differently about the role of people, platforms, smart technology and partners as well as shape an optimised operating model that’s fit for the future
  • Examples of innovations being used to power and optimise more agile operating models
  • How great brands like Airbnb, npower and others are challenging themselves to think differently to adapt and evolve
  • How you can take the first steps to optimise your operating model using Ember’s proven framework

To watch, simply click the link or press play below:

WEBINAR REWIND: How Leading Organisations are Embracing the GigCX Revolution

960 640 Stuart O'Brien

Don’t worry if you missed last week’s fantastic Ember Group webinar ‘Leading Organisations are Embracing the GigCX Revolution – Learn Why and How’ – You can now watch it again in full.

Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed the vulnerability of the traditional contact-centres with their business model being significantly limited in its ability to respond effectively to such challenges.

GigCX offers a strong business case: not only with respect to business risk mitigation but also with the potential it offers for delivering new, innovative service models that derive the maximum benefits from a distributed workforce.

During the webinar, Ember’s industry-experienced specialists were joined by guest panellists as they explored the rising adoption of GigCX and address some of the critical questions facing the market today:

  • What is GigCX
  • What are the benefits of introducing GigCX as a solution to your operating model?
  • How can GigCX support long-term economic sustainability?
  • What is the process of removing barriers within your organisation to introduce GigCX?

Watch the full recording below:

WEBINAR REWIND: How & Why Leading Organisations Are Accelerating Their Automation Plans

960 640 Stuart O'Brien

Last week the experts at Ember Group hosted an essential webinar exploring how the COVID-19 crisis is challenging businesses like never before, as some fight for survival and all need to focus on how to adapt to new competitive forces and very different consumer needs and demands.

In these unprecedented times the need to digitise your business and optimise your operating model is being driven by intelligent automation that combines AI, Virtual Workers or Bots, Analytics, APPS and Digital Touch Points, ensuing a more effective business processes without creating silos of cost that are unsustainable.

During the webinar, we were joined by guest panellists Edward Colver MBE, NHS Digital and Sergio Martin, Global Customer Support, IKEA Retail (Ingka Group) as we engaged in an in-depth discussion on the many ways that intelligent automation has supported organisations especially since the outbreak of COVID-19.

We heard insights from both organisations on how they implemented automation while minimising threats.

To re-watch the webinar, simply view it below or click here.

Webinar: Leading Organisations Are Accelerating Their Automation Plans – Learn Why and How from Ember Marketing on Vimeo.

If you’ve got any questions about the content presented, or you’d like to talk further about how Ember can support your CX operations, please send an email to info@embergroup.co.uk.

www.embergroup.co.uk

LIVE WEBINAR: Leading Organisations Are Accelerating Their Automation Plans – Learn Why and How

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Date: Thursday 14th May

Time: 2 pm – 2.40 pm (UK BST) 9 am – 9.40 am (Canada EDT)

Register Here

Digitalising services and leveraging automation helps to provide a better customer self-service support, making it more efficient to reach goals and maintain quality as customers benefit from improved CX and reduced costs for less effort.

The COVID-19 crisis is challenging businesses like never before, as some fight for survival and all need to focus on how to adapt to new competitive forces and very different consumer needs and demands.

In these unprecedented times the need to digitise your business and optimise your operating model is being driven by intelligent automation that combines AI, Virtual Workers or Bots, Analytics, APPS and Digital Touch Points, ensuing a more effective business processes without creating silos of cost that are unsustainable.

Mike Havard, Group Director of Ember Group and Chris Mcilduff, Chief Customer Officer will share examples with you from their own experience and knowledge of Intelligent Automation (IA) and the success that leading organisations have had from this approach.

This webinar will help you to:

  • Develop a clearer definition for intelligent automation that is focused on creating sustainable value
  • Uncover priorities that can be acted on quickly and will endure
  • Get your teams bought into the potential from automation while removing perceptions that removes the need for them
  • Match the potential from intelligent automation to the right technology solutions

Register for Ember Group’s live webinar taking place this Thursday 14th May here.

WEBINAR: How leading organisations are responding to the impact of coronavirus

960 640 Stuart O'Brien

CLICK HERE TO REGISTER FOR WEBINAR

The coronavirus outbreak has had an unprecedented impact on organisations, their operations and the management of workforces. With some organisations needing to respond to substantially increased demand and others facing a situation where customer demand has virtually stopped, the extremes of the impact are clear. When combined with the natural uncertainty and anxiety that everyone will have, this has created a scenario that has never been faced in modern times.

Ember Group offers a number of customer engagement solutions including customer management consulting, analytics and learning and development, providing them with insights on what drives performance, and how to effect change.  They are helping to support their customers respond to this crisis and have been inspired by the effort, innovation, commitment and resilience being shown as teams rally around to get things done; and in response, adapt their support for customers and their teams.

Ember Group will be hosting their webinar, ‘How leading organisations are responding to the impact of coronavirus’ on Thursday 9th April at 2pm (GMT), designed to share their experience which they are seeing across the market. Presented by Ember Group’s Mike Havard, Chairman, and Carolyn Blunt, Director of Learning Solutions, they will share examples and learnings from the market on how organisations are adapting their operating model, establishing new ways of working, innovating by using digital and automation technologies, and critically, preparing to operate differently for an as-yet-uncertain future.

Ember Group would like to invite you to join them for this webinar and to provide you the opportunity to share your own experiences. To register, please click on this link – https://attendee.gotowebinar.com/register/2894098628282620171?source=Newsletter+-+mycust

Live webinar details

Date: 9th April 2020

Time: 2.00 pm – 2.40 pm 

If you have any questions as to how Ember Group can support you today, please get in touch with Ember Group directly on info@embergroup.co.uk.

For further information, please visit www.embergroup.co.uk.

CASE STUDY: Increasing conversions at Agria Pet Insurance

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By Ember Group

Ember have created a bespoke training programme for Agria Pet Insurance, specifically for the teams processing quotes; with the purpose of boosting their sales conversions through effective sales conversations that are increasingly personalised and successful; whilst still maintaining FCA compliance…

Click here to read more.

CASE STUDY: Argos ‘Sales Through Service’ for Live Chat Agent

960 640 Stuart O'Brien

By Ember Group

Like many retailers Argos is aware of the competitive nature of its business and came to Ember for assistance in maximising value in customer conversations using a ‘Sales Through Service’ approach.

The project was focused on ensuring that contact centre teams speaking to customers over the telephone and via website ‘Live Chat’ were focused to help the customer buy…

Click here to read more.

Ember Services

CX specialist Ember Group acquired by Davies Group

960 640 Stuart O'Brien

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.