our clients ’ businesses . We can now safely and securely spend less time repeatedly discovering the same insights and reinvest that time to build better solutions . It ’ s allowed us to connect our previously siloed data into real connected intelligence .”

Initially developed to optimise its CX Consulting Practice , Clarity has enabled Davies to deliver business discovery and analysis exercises in 35 % less time and reduced costs than previously . Nearly every project in every business , no matter what function , involves some degree of business analysis – so the potential efficiencies and benefits of doing this faster , more effectively and securely , via Clarity , are huge .

“ We also realised that we were repeatedly paying out to rediscover things we ’ d already learnt but couldn ’ t easily leverage from other projects .”

In a large , complex business covering multiple services and geographies , this is inefficient and slows down the growth trajectory of the business .

He continued : “ We ’ d continually capture localised insights , on a project-by-project basis , but were never able to connect it all up into something more useful that could fast-track other projects or be used more strategically .”

Next comes the challenge of how you capture and communicate what you ’ ve learned through business discovery and analysis to multiple different sets of stakeholders within the business .

“ We realised that the traditional ways and tools of engaging people around business insights were broken . We had multiple , typically manually produced , ways of

engaging with colleagues around the business . Few of them connected to each other or used real-life data . They were out of date as soon as we produced them .

“ We wanted to find a better way that was simple and provided real clarity for everyone – from the top floor to the shop floor . Our research also shows that 99 % of other businesses face the same challenges , so we decided to do something about it .”

The resolution

The team came up with a solution that didn ’ t just benefit clients , but also internally within Davies . Initially developed by the Customer Experience ( CX ) Practice at Davies , Clarity is a secure , hosted IT service which allows us to capture and reuse valuable business and operational IP far faster than traditional methods .

“ Clarity was the game-changer we needed ,” Keane adds . “ It has allowed us to completely transform the way we discover , design and evolve our own and

Keane explains : “ As a business operating in highly regulated markets , we ’ ve used Clarity to build a ‘ digital twin ’ of our operations . This means we can run digital simulations to safely and quickly test the impacts of proposed changes , before implementing them for real . It ’ s also helped us collaborate with employees and communicate proposed changes more engagingly using compelling visual materials in Clarity . Crucially , these visuals are linked to underlying business and performance data – something you can ’ t do in PowerPoint .”

Davies has used this concept of a ‘ digital twin ’ not only in its own business but to help clients across multiple sectors globally . For example , for one global health insurer , Davies has been able to create a ‘ digital twin ’ of its end-to-end claims processes which includes customer-facing contact centres . This client was keen to improve CX performance whilst simultaneously looking for major OpEx savings . Digitally capturing , modelling and then simulating potential operational changes in Clarity has helped the client understand the likely benefits before they commit to doing so – in the ‘ real world ’. Clarity enabled them to gain crucial insights without any disruption to operations and then implement betterunderstood change at scale – which is crucial for consumer-facing businesses in highly regulated markets .

The results

Keane says the results for Davies very quickly spoke for themselves : “ By www . intelligentfin . tech

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