Next Generation Online Community Management Is Here

Incorporating AI into CXM allows brands to boost effectiveness and efficiency across customer journeys, as well as enable insights to drive better outcomes, and revolutionize your Customer Experience. At Sutherland, we collaborate with our clients to infuse AI, user-focused design and operational excellence across various areas, including Knowledge Management, Agent Experience, Manager Experience, Workforce Management, Quality, Talent Acquisition, and more.

Sutherland's solution focuses on revolutionizing network management through AI-powered predictive analytics and machine learning. This innovative approach enables operators to proactively identify and rectify impending network service issues, thereby maintaining seamless connectivity.

Sutherland Telco BPaaS offers telecom operators the opportunity to transition into agile, digital service providers using a SaaS OSS/BSS stack enhanced by AI. Our solution empowers you to streamline customer journeys, harness marketplace capabilities, and seamlessly integrate partners, reducing time-to-market without hefty initial investments.

Sutherland's IoT-as-a-Service seamlessly integrates IT, IoT, and OT data onto a unified platform. Leveraging advanced technologies like predictive modeling, it achieves impactful business outcomes in terms of productivity, efficiency, and safety and security for both people and assets within various spaces.

Gen AI is set to transform customer experiences. How can you set the right strategy to make your Gen AI deployment a success?

AI and ML stand to create efficiencies for all industries – and especially telecoms. Discover how these technologies can enable network efficiencies, transform processes, and unlock sustainable growth.

Sutherland CX experts build & deploy a real-time language translation pilot program that allows streaming leader Spotify to expand its consumer service capabilities in new and existing markets, all while improving service levels during peak volume intervals. Spotify is a global leader in audio streaming and media services. They serve more than 450 million monthly users in over 180 countries across a variety of support channels in more than a dozen languages.

Sutherland’s Next Generation Online Community Management services help a global news publishing house enhance their brand image, drive customer loyalty and increase overall revenue via platform advertising.

Why should organizations care about human-centered experience design? Discover the reasons it is essential to delivering transformational automation that gets results.

How to Build Better Automation That Grows Brands & Business

As online communities become strategic brand assets, content moderation is critical to their success. What are the key factors of effective content moderation? Let’s find out.

Industry-specific SMEs add game-changing value by building engagement in online communities with informed, research-powered conversations and comments.

Learn the various ways that Sutherland boosted customer service scores of a streaming platform with SmartLeap™ HelpTree, an augmented knowledge intelligence platform.

As switching SaaS providers continues to get easier, the goal of reducing churn and improving retention can be a challenge. To help, the primary goal of Customer Success (CS) is to ensure subscription customers achieve their desired outcomes while having an exceptional experience doing so. These five essential elements can help you become more successful at reducing churn, increasing retention, and improving Customer Success.

Many today are subscribing to the use of goods and services rather than purchasing them outright. These subscription relationships are proving economically beneficial, convenient to consumer, and typically easy to exit. This has meant a shift in priorities for brands, away from customer satisfaction and toward customer success.

View our case study about how Sutherland helped a global entertainment brand deliver exceptional customer service as they jumped into a new segment.

Online chatter is key to driving buyers to your products and services, it can also drive prospective purchasers away. Companies that understand this delicate dynamic know how to make online reviews work for their business, not against it.

Discover how Sutherland helped their client create a remote working solution during the COVID-19 pandemic by setting up a secure work at home environment worldwide.

Fake news is 70% more likely to be shared than truth. In our Age of Misinformation, a better approach to content moderation is required to protect and nurture communities and conversations vital to your brand.

Our client needed to create and establish connected consumer device support. Learn how Sutherland Global helped transform their customer service line.

Factors like the focus on digital, rise of personalization, and explosion of different channels have emphasized the importance of a solid content pipeline.

From storefront content creation to product listings and SKU management, we create high-quality content that allows for data mining and personalization.

By identifying inaccuracies and flagging malicious or inappropriate posts for removal, moderators help users enjoy all the benefits of social media.

Apple settles a two-year legal dispute over Qualcomm's licensing fees and patents, firing up the race to 5G. Read full article.

Amazon’s earbuds will look like AirPods but with Alexa built in, people can use their voice to order goods, access music, weather, & more. Read more.

Often lost in translation is the potential for digital transformation to reshape company culture and improve the employee experience for the better.

Innovative companies are leveraging big data to inform operational strategies. Learn more about big data benefits for business processes here.

When it comes to how employees get work done in the enterprise, voice tech is taking siege and changing the way we do even the most basic of tasks.

As voice assistants reach more homes, corporate social responsibility and data privacy play a bigger role. Learn more here.

Learn how personalization is one of the most effective ways to create the best customer-centric experiences, and how data powers these experiences.

The common misconception is that CSR is charity. Corporations aren’t mindful of the fact that CSR is actually a business investment. Read more here.

New technologies both displace and create jobs. The future of work will become more dependent on adapting and learning new skills.