• About Us
    • Diversity, Equity & Inclusion
    • Mission, Vision & Values
    • Social Impact
    • Media
    • Careers
    • Hiring Process
  • Team
  • Contact Us

LinkedIn

Youtube

Burnie Group
  • Industries
    • Financial Services
    • Insurance
    • Private Equity
    • Retail
    • Telecommunications
    • Long Term Care
  • Capabilities
    • Strategy
      • Corporate Strategy
      • Digital Strategy
      • Primary Research
      • Strategic Alignment
    • Operations
      • Operations Diagnostic
      • Operations Excellence
      • Performance Management
      • Process Improvement
      • Process Mining and Task Mining
      • Target Operating Model
    • Mergers & Acquisitions
      • Primary Research
      • Commercial Due Diligence
      • Value Creation
      • Post-Merger Integration
      • Divestitures and Carve-Outs
    • Technology & Automation
      • Artificial Intelligence
      • Center of Excellence
      • Contact Center Automation
      • Intelligent Automation
      • Intelligent Document Processing
      • IT Strategy
      • Robotic Process Automation
      • Technology Strategy
    • People & Organization
      • Change Management
      • Employee Experience
      • Organizational Design
      • Role Accountability & Decision Rights
      • Workforce Management
    • Customer Experience
      • Customer Journey Mapping
      • Omnichannel Design
      • Target Operating Model
  • Contact Center
    • Contact Center Automation
    • Contact Center Technology
    • Customer Journey Mapping
    • Health Check
    • Process Optimization Programs
    • Target Operating Model
  • Clients
  • Insights

Insights from Burnie Group

Expert opinions, insights and trends from Burnie Group’s industry leaders in management consulting.

Subscribe to our Newsletter

Search Insights

Sort By Topics

  • Artificial Intelligence
  • Case Studies
  • Contact Center
  • Customer Experience
  • Digitization
  • Employee Engagement
  • Financial Services
  • Insurance
  • M&A
  • Machine Learning
  • Operations
  • People & Organization
  • Post-Merger Integration
  • Press Release
  • Private Equity
  • RPA
  • Strategy
  • Technology & Automation
  • Value Creation
  • Workforce Management
4 Reasons to Build a Value Creation Plan Now

4 Reasons to Build a Value Creation Plan Now

Read Article
A headset rests on a laptop in a contact center

5 Ways Contact Center Automation Can Improve Your Contact Center

Read Article
How a Large Telco Saw a Transformative Impact After Implementing Contact Center Automation

How a Large Telco Saw a Transformative Impact After Implementing Contact Center Automation

Read Article
How a Regional Bank Improved Customer Experience with Intelligent Automation

How a Regional Bank Improved Customer Experience with Intelligent Automation

Read Article
Blue Prism Global Awards Client Business Impact Telecommunications

David Burnie Talks About Winning the 2022 Blue Prism Partner Excellence Award

Read Article
PRESS RELEASE: Burnie Group Wins Blue Prism Global Partner Excellence Award for Client Business Impact in Telecommunications

PRESS RELEASE: Burnie Group Wins Blue Prism Global Partner Excellence Award for Client Business Impact in Telecommunications

Read Article
Why Customer Assistance Ratio is the Best KPI to Track Contact Center Utilization

Why Customer Assistance Ratio is the Best KPI to Track Contact Center Utilization

Read Article
International Women’s Day: Breaking Biases and Creating an Inclusive Culture in the Workplace

International Women’s Day: Breaking Biases and Creating an Inclusive Culture in the Workplace

Read Article
Cover of Operating Model Canvas

Book Review: An Accessible Guide to Operating Model Design

Read Article
Transforming the Contact Center Experience in Banking with Automation Burnie Group-UiPath Webinar

Transforming the Contact Center Experience in Banking with Automation

Read Article

Burnie Group is an award-winning management consulting firm that partners with clients to drive innovation, increase productivity, and improve the customer and employee experience.

CanadianSME National Business Awards The Diversity and Inclusion Award 2023 Finalist

LinkedIn

Youtube

350 Bay St #200,
Toronto, ON M5H 2S6

416-306-8349

contact@burniegroup.com

© Copyright 2025 The Burnie Group Inc. All right reserved.

  • Privacy Policy
  • Accessibility Policy