The division will continue to be led by Davies’ chief executive of consulting and technology as well as its senior vice-president of technology solutions 

Specialist professional services and technology business Davies has today (6 December 2021) launched a new technology solutions division for insurers, to help them deliver automated customer experience and digital transformation journeys.

The new proposition has been designed to meet the rapidly growing demand from insurers for digital, multiplatform customer service solutions that can meet consumers’ rising expectations for simplicity, convenience and flexibility.

Mark Grocott, Davies’ chief executive of consulting and technology, said: “Customer experience in the insurance sector is transforming rapidly as firms strive to meet the growing expectations of consumers who have become accustomed to the convenient, digitally enabled solutions which are now widely offered in sectors such as online retail.”

Grocott and Jason Wolfe, senior vice-president of technology solutions at Davies, will lead the new division.

Single strategic service

Davies’ technology division brings together more than 150 professionals, leveraging the firm’s experience and expertise in helping clients transform customer interactions through digital transformation, customer experience technology, artificial intelligence and intelligent automation.

Through the division, Davies’ clients will be able to access tailored technology solutions that can help to solve customer touchpoint challenges. They will have access to verification checks to ensure regulatory compliance, as well as be able to tap into Davies’ suite of claims management technology.

The division’s range of customer and employee experience technology includes automated surveys, feedback forms, mood trackers and a social media listening tool.

The firm’s new division will also offer tailored operational and consulting services for digital and technology transformation projects.

Grocott added: “In an increasingly competitive marketplace where recent regulatory changes have made service experience all the more pivotal to retention, unlocking the potential of digital technology has become all the more vital.

“Our technology solutions will provide a single, strategic service to help firms raise the bar by transforming every stage of the customer journey, with greater efficiency.”

In March 2021, Davies announced that BC Partners had signed a definitive deal to take a majority stake in the business, to support the next phase of its international expansion and continued digital transformation.

The deal closed early in August, following receipt of regulatory approvals.