David Burnie shares a company post that identifies the key components of an efficient Workforce Management program. Workforce Management (WFM) is a fairly common word in the world of consulting and business. Encompassing a variety of topics and features, WFM is generally associated with the process and organizational behaviour change around maximizing the performance level of staff. Top organizations take Workforce Management to the next level by encompassing a full circle approach. Listed below are the main components of an…

Catch up on the AI trends for 2023 with this company post from David Burnie that explores five trends that are redefining intelligent automation. It is an exciting time to be in the world of intelligent automation. Advances in artificial intelligence and cloud-native capabilities are yielding a growing number of automation options for organizations to leverage. Intelligent automation (IA) combines capabilities that enable organizations to mimic, replicate, or augment human activities. It has evolved beyond robotics process automation (RPA), a…

Umbrex is pleased to welcome Jan Starrsjö with Jan Starrsjö Advisory. Jan Starrsjö spent 7 years with McKinsey in the Scandinavian office and 1 year in Los Angeles, CA, USA. The work included corporate strategy, profit improvement programs, sales effectiveness, and product development. Since then, Jan has spent 23 years with PostNord holding senior executive positions whereof the last 6 years as member of the Group Executive team with group strategy as key role. Jan spent much time on developing…

Tight time constraints on commercial due diligence and changing market dynamics may slow the process of securing a deal. This company post, shared by David Burnie explains how to get a head start. Private equity funds are always on the lookout for their next deal. They scour the market, have countless conversations about potential targets, and deal with increasingly intense competition. Once an attractive target is finally identified and courted, funds must go through the commercial due diligence process. Tight…

David Burnie shares an article that explains how contact center automation helps contact centers achieve their goals of improving the customer and employee experience, lowering costs, and optimizing top-line revenue growth. While live chat, email, and contact forms are increasingly popular for customer inquiries, the contact center is still a vital resource for companies. 76% of customers prefer to contact customer service over the phone. In addition, 64% of customers are more satisfied when companies offer real-time responses to their…

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…