Case Study: Hiscox Group achieves 17% increase in basket size and rapid omni-channel digital transformation with Backbase

Hiscox Reacting Lightning-Fast to Market Demands

Hiscox Group, a global specialist insurer operating across 14 countries, needed to digitise its UK business and deliver a seamless omni‑channel customer experience with rapid turnaround to stand out in a competitive online financial services market. To meet this challenge, Hiscox Group contracted Backbase to provide its omni‑channel Customer Experience Platform (Backbase CXP) and support the build of a mobile‑responsive, market‑leading digital acquisition channel.

Working with Backbase, Hiscox Group’s IT and business teams built a tailored digital platform using Backbase technology and APIs to launch a new Small Business Quote & Buy experience and simplified customer journeys. The Backbase CXP, combined with new policy administration systems, allowed Hiscox Group to react quickly to market changes, achieved the project objectives on day one of operation, and delivered a measurable 17% increase in average basket size.

Hiscox Group

Stephane Flaquet

Chief Information Officer