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Automatic Happiness: Automation Lowers Cost And Pleases Customers In Mortgage CX

Creating a happy customer, while reducing cost, is the prime objective of mortgage servicing automation.

AI, Chatbots, Cybersecurity, the Digital Workplace and 2022

These days, technology change seems to be outpacing the passage of time. Advances are coming at us faster than our…

A Fintech's Path To Customer Experience Success

Partnership is a path for Fintechs to achieve end-to-end process automation, excellent transformative customer…

Drive-Thrus In The Digital Fast Lane — QSRs’ Competitive Advantage

Digital solutions pave the way to better drive-thrus. Meeting QSR customers where they are requires tech-driven CX on the way to — and at — the window.

Customer Experience

5 Factors Driving True Customer Experience Transformation

Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand their relationship with the company and know their history. While deploying omnichannel goes a long way in eliminating customer experience failures, omnichannel by itself does not transform a company’s customer experience.

Convert Disputing Customers into Brand Advocates

Customer retention is critical to success. It can result in higher revenue per customer through cross-sell and up-sell. The economics of new customer acquisition show that retention improves the cost-to-income ratio. As a result, banks and financial institutions increasingly look to dispute management as an opportunity to strengthen customer relationships. Dispute processing directly impacts customer retention, growth, costs, and brand perception.

True Omnichannel Customer Experience Is Table Stakes Today

An overwhelming majority of today’s consumers rate customer experience as more important to their product preference and purchase decision versus price. Omnichannel customer experience has become the bedrock of successful customer experience strategies. Today, 9 out of 10 customers desire an omnichannel experience.

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Sutherland Blogs

Being Human in a Virtual World

The Covid pandemic has brought great change to customer experience trends. Brand relationships that were once defined by visiting stores, attending public gatherings, or face-to-face conversations with salespeople are now—by necessity—being reimagined. Regardless of what happens with Covid, the need for brands to be more human in an increasingly virtual world is here to stay.

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Automatic Happiness: Automation Lowers Cost And Pleases Customers In Mortgage CX

Creating a happy customer, while reducing cost, is the prime objective of mortgage servicing automation.

AI, Chatbots, Cybersecurity, the Digital Workplace and 2022

These days, technology change seems to be outpacing the passage of time. Advances are coming at us faster than our…

A Fintech's Path To Customer Experience Success

Partnership is a path for Fintechs to achieve end-to-end process automation, excellent transformative customer…

Data & AI Analytics Lead the Way To Growth

AI analytics optimizes experience data. It can lead the way to customer engagement, brand differentiation and…

5 Ways QSRs Can Learn What Diners Truly Think

QSRs ignore most customer intel. Not on purpose. There’s a digital solution for that. Don’t let your competitors…

Most QSRs Don’t Know Their Customers That Well. Do You?

Customer opinion is a blind spot for QSRs. A big one. The good news? Digital solutions can solve the problem…

3 Keys To Content Moderation Success

Experienced human moderators working in concert with AI are the gold standard for content moderation. Content…

Effective Customer-To-Cash Saves Time & Money & Prepares For Uncertainty

Infographic: Optimizing the Customer-to-Cash (C2C) process better prepares a business to respond to market…

3 Steps To Transform Financial Services Customer Experience

Follow this blueprint to financial services CX transformation. AI, process automation and data analysis help…

5 Reasons Why Hospitals Need To Make The Data Journey To The Cloud Now

Cloud-based solutions provide a competitive advantage and a platform for innovation not possible with on-premise…

Drive-Thrus In The Digital Fast Lane — QSRs’ Competitive Advantage

Digital solutions pave the way to better drive-thrus. Meeting QSR customers where they are requires tech-driven CX…

Mortgage Loss Mitigation: Winning The Waiting Game With Faster Processing & Customer Dialogue

Mortgage loss mitigation processing takes forever. At least it seems that way. Automation and human contact can…

Three Rules For Customer Experience Transformation In Financial Services

3 rules for digitally transforming customer experiences. How to intelligently automate legacy systems, personalize…

Mortgage Loss Mitigation And Default Management: New Challenges. New Opportunities.

Can some otherwise costly mortgage defaults be transformed into win-win situations for borrowers and lenders?…

Why Healthcare Providers Are Finally Embarking On The Journey To The Cloud

The Cloud unlocks the power of data. For too long, healthcare providers have been reluctant to go there. But…

Finally, A Customer-to-Cash Solution Actually Built Around The Customer

Customer-to-Cash (C2C) is when a business makes a first impression. Getting the process right lets you better…

4 Steps For Fast-Moving Fintechs To Scale & Grow

Fintechs continue to outpace traditional banking players in the market. Here are four steps fintechs can take to…

Five Promotional Pivots To Help CPGs Stay Nimble In Fluid Times

Today’s CPGs must rethink core promotional strategies. From loyalty programs to coupons, digital solutions lead…

The 3 Big Factors Of Social Media Content Moderation

What does it take for effective social media content moderation that covers billions of users? Here are three big…

Is This Really The New Normal?

Old tech won’t suffice in the New Normal of remote work and virtual teaming. Real human connection demands modern…

4 Challenges to a Fintech's Exponential Growth

US fintechs continue to transform the financial services landscape. They raised $12.8 billion in Q1 of 2021, a 220…

How Direct-To-Consumer Engagement Helps CPGs Boost CSAT & Reduce Costs

D2C can improve CPGs’ CSAT and costs. CPGs can convert widely disparate sets of consumer data into actionable…

Perfecting Airline Customer Service On The Fly, Without Winging It

Airlines must pivot fast to keep customers happy. With the right digital solutions, airlines can respond to fluid…

How CPGs Can Rise To The Direct-To-Consumer Challenge

In 2020, more than one-third of consumer-packaged goods brands (CPGs) started to develop direct to consumer (D2C)…

5 Focus Areas To Accelerate AI Driven Claims Transformation

Integrating new technology with your current claims process can create complexity and risk. It needs careful…

8 Questions For Measuring The Effectiveness Of Salesforce In Your Contact Center

Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to…

Delivering Exceptional Guest Experience In Volatile Times

These days, dealing with uncertainty is the new definition of business as usual. What hasn’t changed is the…

Rethinking The Hotel Experience: Top 5 Ways To Greet Your Future Guest

Hotel occupancy is on the rise in many places, thanks to pent-up demand for leisure travel. While this is good…

5 Ways To Get Successful At Customer Success

As switching SaaS providers continues to get easier, the goal of reducing churn and improving retention can be a…

Speed to Value AI - Accelerated Insurance Claims

Adoption of artificial intelligence (AI) for insurance claims processing surged this past year, helping carriers…

The Rise Of Super Apps

By 2021 the term ‘Super App’ had become commonplace in China, but what can we learn from this growing trend? In…

Top 5 ways Customer-focused Airlines Can Stay Aloft

No one likes to wing it when the stakes are high. Airlines had little choice when the pandemic hit, scrambling to…

Are You A Customer Success Leader Or Laggard?

Many today are subscribing to the use of goods and services rather than purchasing them outright. These…

Mapping The Miles Ahead: The Automotive Industry's Data-Driven Future

After a year of sheltering in place due to COVID-19, drivers are eager to rev up their engines and get out on the…

8 Questions For Measuring The Effectiveness Of Salesforce In Your Contact Center

Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to…

How Are Airlines And Hotels Adapting To Today’s Traveler?

Where to next? Answering this question is far easier for travelers than for hotels and airlines. Domestic travel…

How Leaders Drive Customer Success

Today, B2B customer consumption patterns are changing, and these changes have gathered speed with the pandemic. In…

Decrease Insurance Claims Processing Costs & Increase CSAT With AI

When an insurer’s digital transformation includes AI, claims processing costs can fall as much as 50 percent . And…

Are You Making the Most of Salesforce in the Contact Center?

When the best of plans go bad, unintended consequences are often then result. You chose Salesforce to be a…

Converting Disputing Customers into Brand Advocates

Every dispute is a source of customer friction. There's been a significant rise in dispute volumes across…

5 WINS PE Firms Score with F&A Centers of Excellence

When a private equity (PE) firm acquires a business, it wastes no time scrutinizing the acquisition’s financial…

Adapting to the New Retail Customer

Today’s retail consumer is demonstrating different needs, preferences and purchase behaviors than they did just 18…

Are You Getting as Much Out of Salesforce in your Contact Center as You Should Be?

Your rationale for choosing Salesforce was simple: Salesforce, by far, is the leading CRM in the world. And…

5 Factors Driving True Customer Experience Transformation

Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand…

How To Get Your Finance Function Up To Speed?

To keep pace in today's world, companies need timely access to business-critical data. Much of that…

An Insurer's Journey To Digital Direct-to-Consumer Success

Digital Direct-to-Consumer (D2C) is showing the fastest growth in insurance, with an estimated market value of…

How Are You Adapting to Today's New Retail Customer?

The Covid-19 pandemic has triggered breaks in sometimes long-established consumption patterns. Customer behaviors…

Convert Disputing Customers into Brand Advocates

Customer retention is critical to success. It can result in higher revenue per customer through cross-sell and…

Why Make the Journey to D2C Alone When You Don't Have To?

A large number of insurers have now opened-up some form of direct-to-consumer (D2C) channel, but many still face…

Transform Mortgage Servicing With Conversational AI

With the accelerating pace of change in the mortgage industry, servicing needs a new way to build stronger…

It's Time to Get to Know Your Customer. All Over again.

Pandemic or no pandemic, consumers want to be known, engaged, and rewarded. And brands are happy to oblige.…

5 Factors Driving Customer Experience Transformation

Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand…

How to Get Your Finance Function Up to Speed? Think Like a Private Equity Firm

To keep pace in today’s world, companies need timely access to business-critical data. <br/>Much of that…

True Omnichannel Customer Experience Is Table Stakes Today

An overwhelming majority of today’s consumers rate customer experience as more important to their product…

5 Steps to Better Dispute Management in Financial Services

Every dispute is a source of customer friction. There’s been a significant rise in the volume of disputes across…

Transforming Customer Experience in Mortgage Servicing

Achieving seamless, unified engagement using a borrower-centric approach is crucial to delivering exceptional…

Your Journey to Direct-to-Consumer -- What Stands in the Way

The Covid-19 pandemic and resulting economic impact have dramatically changed customer needs, behaviors, and…

Infographic - 10 Things You Need to Know About Online Reviews

Online chatter is key to driving buyers to your products and services, it can also drive prospective purchasers…

4 Ways to Leverage Price Transparency Data to Your Advantage

The Centers for Medicare and Medicaid Services’ new rule on hospital price transparency went into effect on…

Embracing creativity in times of change

When experiencing crisis and change - take a global pandemic for example - businesses and brands often need help…

Build Borrower Trust and Confidence by Transforming the Mortgage Servicing Customer Experience

Securing a mortgage is just the beginning of a commitment—and relationship—that’s likely to last for many years.…

Infographic: Moderating Content -- Human vs. Machine

Fake news is 70% more likely to be shared than truth. In our Age of Misinformation, a better approach to content…

Balancing AI and Humans to Combat Misinformation

Never before has the internet — and information we consume — been in such a considerable state of flux. We’re…

5 Ways Brands Can Be More Human in a Virtual World

The customer journey is increasingly consolidated on digital channels. That means modern brands must learn to be…

Infographic: Your Prices Are Public. Now What?

The introduction of the Price Transparency of Hospital Standard Charges regulation has raised new challenges for…

Infographic: Top 5 Factors Standing in the Way of Smart Home Adoption

Learn about the top five customer service and support factors impacting the purchase and adoption of connected…

Auto Loan Portfolio Risk Management

Do you have a single source of truth to manage and mitigate the risk associated with your auto loan asset…

Being Human in a Virtual World

The Covid pandemic has brought great change to customer experience trends. Brand relationships that were once…

Auto Loan Portfolio Risk Management

Your Prices Are Public. Now What? Make Price Transparency Your Differentiator.

As the new Price Transparency of Hospital Standard Changes regulation goes into effect, your organization needs to…

Top 5 Support Factors Influencing the Purchase and Adoption of Connected Consumer Devices

Over the past 10 years, the technology landscape in US homes has evolved significantly. The proliferation of…

Privacy to Primacy: Transforming Remote Interactions into Winning Experiences

Here are Sutherland's top Customer Experience predictions for 2021.

Top 4 Imperatives to Ensure Remote Workforce Security

Adopting and maintaining a large-scale remote work model comes with a range of security risks. Organizations…

The Most Important Quality in a Finance Employee?

As we enter an increasingly automated world, talent cultivation and retention must adjust accordingly.

Staying Hospitable During A Pandemic

While COVID 19 has inflicted a devastating blow, it is fascinating to see how the industry has quickly adapted and…

3 Ways to Future-Proof Your Content

Factors like the focus on digital, rise of personalization, and explosion of different channels have emphasized…

3 Reasons Intelligent Automation Is the Future of Finance

Where a finance and accounting (F&A) department sits in terms of digital maturity often reflects where an…

Meet Your New CFO: A Futurist and Strategic Business Partner

Prior to the onset of digital transformation, a Chief Financial Officer (CFO) was captain to an organization’s…

4 Must-Haves to Secure Remote Operations

As employees work from home, hackers can compromise vulnerable personal networks & devices to steal data.…

How Machines Can Help Your Human Employees Work More Productively From Home

As businesses support their remote workforces, leaders are exploring how to better use technology to provide…

The Reality of Managing a Remote Workforce

As remote work remains a reality, organizations must keep employees engaged, encourage productivity, and equip…

Why Employee Happiness Is Critical to a Successful Remote Workforce

As organizations embrace remote work as the new norm, employee happiness must remain a top priority. Learn how to…

Creating Customer Loyalty Through Content Experience

From storefront content creation to product listings and SKU management, we create high-quality content that…

Understanding the Human Element of Moderation

By identifying inaccuracies and flagging malicious or inappropriate posts for removal, moderators help users enjoy…

Mitigating Misinformation: Insights from Our Second Content Cafe

Mitigating Misinformation: Insights from Our Second Content Café

Five Tips for Engaging Customers Through Effective Content

The Guardian of Customer Experience: Highlights from Our Content Cafe

Content Cafe Recap

Twitter's New Audio Feature Reignites the Content Moderation Challenge

AI: The Modern-Day Defender Against Misinformation

How Digital Transformation Consulting Enables Innovation in the Enterprise

Building Business Continuity with a Remote Workforce

Sutherland Carebot: Enabling HR Help Desks and Customer Care Teams Amid COVID-19

Enabling HR Help Desks