Rochester, NY – June 13, 2019 – Sutherland, the digital transformation company, today announced it has been named a Leader in the Everest Group Customer Experience (CX) Analytics Services PEAK Matrix™ Assessment 2019. The report analyzes the changing dynamics of the CX analytics services landscape and assesses providers across several key dimensions.
“Sutherland Global Services, with its strong advanced analytics and cognitive capabilities, emerged as a Leader in Everest Group’s Customer Experience (CX) analytics PEAK Matrix. Continued investments in building cognitive solutions, both internally and through acquisitions, has strengthened its capabilities in building a 360-degree view of customer data and helped shape actionable predictive and prescriptive analytical models. By integrating analytics with other digital solution offerings, Sutherland has positioned itself well to succeed in the hyper-competitive CCO landscape,” said Skand Bhargava, Practice Director, Everest Group.
The PEAK Matrix assessment noted several strengths of Sutherland’s services, including:
- Transformation-Led Approach: Sutherland’s approach integrates analytics with other digital solution offerings such as IVA/chatbots, especially in areas such as agent behavior and customer experience, across channels
- Predictive, Prescriptive Insights: Sutherland is capable of integrating customer data (currently present in silos) and delivering predictive and prescriptive insights
- AI and Cognitive Capabilities: Sutherland has made significant investments in AI and cognitive solutions, including building a cognitive knowledge engine that will understand the intent of the query and optimize search results – an AI-powered self-service platform for enterprise, customer and agent support
- Customization: Buyers have cited Sutherland’s ability to customize solutions as per requirements and talent quality as its key strengths
“As customer behaviors and dynamics continue to evolve, organizations must be able to follow their ever-changing journey and engage with customers anytime, anywhere to remain competitive,” said Phani Nagarjuna, Chief Analytics Officer, Sutherland. “Our Customer Experience Transformation solutions address this head-on by synthesizing relevant customer behaviors to both enhance the experience for customers and deliver measurable business impact. It is an honor to have our approach acknowledged by a trusted authority like Everest Group and the recognition validates our commitment to re-envisioning customer experience strategies.”
The PEAK Matrix is a framework that provides an objective, data-driven and comparative assessment of CX analytics service providers based on their market impact and vision & capability. As part of the report, Everest Group classified 14 service providers on the PEAK Matrix for CX analytics services into Leaders, Major Contenders and Aspirants. The report specifically evaluated service providers based on factors including market adoption, portfolio mix and value delivered; as well as vision and strategy, scope of services offered, innovation and investments, and delivery footprint.
For more information about Sutherland Analytics or its Customer Experience Transformation services, visit us online.
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 20 countries around the world. To learn more, please visit us at www.sutherlandglobal.com.
Sheridan Smalley, LEWIS PR for Sutherland
Rekha Sahay Ghosh, Sutherland