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Umbrex is pleased to welcome Dalglish Chew. Dalglish Chew spent 5 years at McKinsey and Company’s Social, Healthcare and Public Entities (SHaPE) practice and left as an Associate Partner. At McKinsey, he focused his client service on partnering with mission-driven healthcare providers to unlock growth through strategy and operating model transformations. He has representative cross-functional experience spanning growth strategy, strategic planning, revenue operations, and organizational design. Prior to McKinsey, he worked with non-profit education organizations building programs and developing curricula in support of…
David Burnie shares an article that explains how a regional bank improved customer experience by switching to intelligent automation. The Situation A Canadian regional bank wanted to reduce the back-office operations team’s labour, error, and re-work costs due to manual and paper-based processes. They knew customer satisfaction could improve when they reduced the slow response times and implemented a seamless digital experience. Starting with a proof of concept, the bank decided to automate non-value-added activities to enable team members to…
From David Burnie’s company blog, an article that identifies the best KPI to track contact center utilization.  Tracking utilization in the contact center is a key to companies remaining competitive. By improving contact center utilization, companies can improve customer service and satisfaction, reduce operating costs, increase employee engagement, and grow top-line revenue. It is important to define utilization and understand the activities that drive it to achieve and maintain improved results. This article will share why the customer assistance ratio…
From David Burnie’s company blog, a handy post-merger integration checklist with lessons and examples from real integrations. While each post-merger integration (PMI) is different, many elements are consistent no matter the size or nature of the transaction. Checklists can guide your integration whether you are executing your first integration or face multiple integrations per year. In addition, they can help your organization to ensure everyone knows what to do for each workstream and stage of the integration to ensure you…
David Burnie shares a post from his company’s website that explains how chatbots are transforming financial services and insurance. “Why use chatbots? Customer expectations are constantly evolving, and the tech-savvy generation is increasingly looking to resolve queries on their own. In addition, there is a continually growing expectation for round-the-clock customer service. These consumer preferences are fueling the growth of technology solutions such as chatbots. When deployed efficiently, chatbots effectively reduce operational costs while providing 24/7 interaction with the customer….
David Burnie shares the second article in a series on the future of P&C insurance in Canada.  In our first article outlining the future of P&C Insurance in Canada, we discussed how insurers have been and are continuing to invest in digital transformation agendas in an effort to reshape distribution and service in an industry that has been relatively slow to adopt modern business practices. We illustrated how the sector will evolve by focusing on how consumers (both individuals and…
From his company blog, David Burnie shares the first article in a three-part series on the future of P&C insurance in Canada and how the sector is evolving within. The series explores distribution, pricing and underwriting, and claims. For many years, the insurance sector had been notoriously slow to evolve. Customers viewed insurers as difficult to do business with, while insurers saw little need for change. Products were largely commoditized. To “win,” many insurers had to form stronger relationships with…
  David Burnie shares a post from his company blog on how automation in the first step of claims processing can help streamline the process.  The First Notice of Loss (FNOL) – the first step in claims processing – is one of the most crucial customer touchpoints for an insurer. Yet, for most carriers, FNOL continues to be a lengthy, manual, call centre-based service requiring extensive data gathering. This process translates to high operational costs and cycle time and a…
  From David Burnie’s company blog, a ten-point checklist that can help make a post-merger integration successful.   For most companies, mergers do not occur regularly or recurringly, bringing with them a host of uncertainty and doubt. When two companies merge, it is a unique experience for both companies requiring a particular course of action, capabilities, and skills. The Burnie Group team has supported numerous post merger integrations from $10M up to $1B across various industries, including insurance and financial…
  From David Burnie’s company blog, a post that identifies how COVID-19 has impacted contact centre benchmarking and offers three key considerations to improve the benchmarking situation. Now more than ever, contact centre benchmarking is crucial to understanding performance, and assessing and improving the quality of service provided to customers. The COVID-19 pandemic has radically shifted the way contact centres operate, and by extension, benchmarking measurements considered meaningful pre-pandemic are now less important – or carry no importance at all….
  In celebration of International Women’s Day, David Burnie’s company hosted a fireside chat in partnership with Bell on empowering women in the technology and automation industry. He shares the video and transcript from the conversation. The theme for International Women’s Day 2021 is #ChoosetoChallenge. Though the technology and automation industry has come a long way in gender equality, there remains a gender gap three times larger than that in other industries. The World Economic Forum estimates that more than…
  David Burnie shares an article and video on implementing an automation CoE at SCM Insurance Services.   Insurance organizations like SCM Insurance Services are using automation and AI to streamline administrative processes, drive efficiency, and enhance customer experience. ‘All right, I think we have quorum. Let’s get started. Welcome. My name is Sean Hinton. I am the country leader for UiPath here in Canada, and I’m really excited to have you all join us for a fun conversation with,…