Madison Advisors Presents How a Digital-First Mindset Improves the Customer Experience at the Insurance-Canada 2019 Executive Forum

Madison Advisors—Madison Advisors announces that its COO, Warren Lederer, will be speaking at the Insurance-Canada 2019 Executive Forum. The event will be held Wednesday, August 28 at the St. James Cathedral Centre in Toronto, Ontario. Lederer’s session, “Adopting a Digital-first Mindset to Improve the Customer Experience and Efficiency,” is slated at 10:40 a.m. It will explore how a digital-first mindset helps to support digital experience initiatives and customer experience improvement.

Additionally, Lederer will discuss how automation technology—such as robotic process automation (RPA), artificial intelligence (AI) and document capture—can improve workflows and back-end processes to ensure successful digital transformation and ultimately improve customer experiences. Key takeaways from Lederer’s presentation include:

· Why digital transformation initiatives need to incorporate business processes into the overall strategy

· The difference between omni-channel and multi-channel and why it matters to consumers

· Why automating inefficient back-end processes is important for post-sale servicing interactions

· Areas along the customer journey where automation can improve customer experiences

· Best practices of those who have succeeded and how others have failed

Lederer has 25 years of executive and management experience in the document management marketplace. As COO of Madison Advisors, he oversees the research and cross-vertical best practices assessments. His ongoing benchmark research and consulting work make it possible for him to deliver timely and relevant presentations on behalf of Madison Advisors that are always at the cusp of today’s trends.