Intelligent CXO Issue 29 | Page 6


Davies embarks on global Digital Transformation project with Sabio Group

Sabio Group , a digital customer experience ( CX ) transformation specialist , has been selected by Davies , a leading specialist professional services and technology business , serving insurance and highly regulated markets , to support the transformation of its contact centre and CX technology infrastructure in a multiyear agreement .

Sabio will guide the firm ’ s transformation to a new cloud-based customer service platform on Genesys Cloud CX , providing a flexible , scalable , unified CX platform . This platform has been specially developed and selected by Davies , with the customer at the forefront of the solution . The new platform will enable Davies to strengthen telephony operations as well as open up new communication touchpoints , offering customers greater freedom to choose how and when they communicate through a seamless multi-channel platform .
So far , Davies has been able to save clients £ 5.8 million in weather related claims spend by being able to adapt quickly to events as they happen .
Darren Martin , Group Chief Information Officer , Davies , said : “ Partnering with Sabio represents a major milestone as we continue to invest heavily in advanced digital solutions in order to deliver best-in-class services to customers .”
The wider Digital Transformation project will also see Davies unify its digital communication capability as the firm embarks on the next stage of its growth trajectory across the US and Europe . This will allow greater flexibility to react immediately to changes in customer demand including enabling fast response to claim surges .

Cost of living caution sees 59 % of shoppers visit retailers ’ websites up to five times before making a purchase

Cost of living consumer caution is making shoppers more considered , lengthening buying journeys and increasing the number of digital touchpoints within their buying journeys , the latest research from insights-led customer engagement platform , MoEngage , reveals . living pressures continue to put a squeeze on household budgets , now 59 % of consumers will visit retailers ’ digital platforms , across both websites and apps , up to five times before making a purchase , with a further 38 % saying they will make more than five visits to e-commerce platforms before parting with their cash .

Original research of over 3,200 European shoppers by MoEngage in its 2023 Global Consumer Trends Report showed that , as cost of
In June , retail sales continued to remain slow , with revenues remaining down 3.9 % year-on-year , with stubbornly high food inflation blamed for consumer caution and the ‘ cutback economy ’. However , UK retail sales did improve by + 5 % in May compared to April .
And as consumers consider where and how they cut back , with KPMG data suggesting 55 % of UK shoppers have pared back non-essential spending , this caution is manifesting itself in more methodical shopping behaviours and customers taking longer to evaluate purchasing decisions . A recent poll by Trustpilot , for example , found the average UK shopper is taking 30 % longer to make a purchase than they did 12 months ago , while MoEngage ’ s research showed increased average screen times , with 58 % spending up to four hours each day on devices .
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