Sutherland delivers experience-led digital transformation by integrating front-end design with back-end operations. Through a consultative approach combining design thinking, AI, and digital engineering, we bridge the gap between strategy and execution.
We help clients build robust data foundations, unlock insights for value-creation, and align stakeholders to ensure program success. By prioritizing your “north-star” objectives, we future-proof strategies and accelerate delivery, ensuring measurable business outcomes and seamless omnichannel journeys at every stage of the transformation.
$2.3M
Reduction in annual churn
30%
Reduction in mortgage origination costs
4x
30%
Sales growth
Our Solutions
Delivering simple, frictionless and personalized experiences and processes with automation and AI-powered solutions.
Growth and Customer Success Solutions
We partner with you to develop personalization strategies and capabilities across sales and service to:
- Drive increased loyalty and growth with the existing customer base
- Mitigate churn while increasing retention and maximizing customer lifetime value
- Improve lead quality and customer acquisition
Insight and Design Labs
The key to a successful digital transformation strategy is tying it to customer outcomes. Sutherland Insight and Design Labs specialize in using proprietary methods, design thinking, and human and data insights to create insight-driven customer journeys that help design next-gen experiences and processes for enterprises.
Experience-Led Transformation Toolkit
We partner with you to create an experience-led transformation roadmap, using stakeholder and market insights to shape your journey, services plan, technology roadmap, and business case.
Cost-Optimization Solutions
We help improve operational efficiency and reduce costs across front-, middle-, and back-office functions through digital operations, BPaaS, and workforce optimization.
Service Design and Process Transformation
We help improve operational effectiveness and optimize costs through end-to-end process transformation, from journey mapping and process redesign to technology, data, AI, and analytics.
Social Media Strategy, Social Care, and Communities
We help enhance brand visibility, engagement, and loyalty across digital platforms by scaling social and messaging support, fostering self-service communities, improving online reviews, and capturing real-time social insights, competitive analysis, and emerging issues.
We partner with you to develop personalization strategies and capabilities across sales and service to:
- Drive increased loyalty and growth with the existing customer base
- Mitigate churn while increasing retention and maximizing customer lifetime value
- Improve lead quality and customer acquisition
The key to a successful digital transformation strategy is tying it to customer outcomes. Sutherland Insight and Design Labs specialize in using proprietary methods, design thinking, and human and data insights to create insight-driven customer journeys that help design next-gen experiences and processes for enterprises.
We partner with you to create an experience-led transformation roadmap, using stakeholder and market insights to shape your journey, services plan, technology roadmap, and business case.
We help improve operational efficiency and reduce costs across front-, middle-, and back-office functions through digital operations, BPaaS, and workforce optimization.
We help improve operational effectiveness and optimize costs through end-to-end process transformation, from journey mapping and process redesign to technology, data, AI, and analytics.
We help enhance brand visibility, engagement, and loyalty across digital platforms by scaling social and messaging support, fostering self-service communities, improving online reviews, and capturing real-time social insights, competitive analysis, and emerging issues.
Industry Focus
Banking and Financial Services
Engineering secure, frictionless financial journeys that prioritize customer outcomes and digital trust.
Communications, Media & Entertainment
Designing hyper-personalized content experiences that adapt to real-time behavior for deeper subscriber loyalty.
Healthcare
Humanizing care by unifying data into seamless, patient-first journeys that improve health outcomes.
High Tech
Turning technical complexity into intuitive user experiences through co-innovation and human-centric design.
Insurance
Transforming legacy operations into high-velocity, intent-centric journeys that simplify the policyholder experience.
Manufacturing
Bridging shop-floor data and user strategy to build responsive, AI-powered frameworks for resilient production.
Mortgage Services
Reimagining the lending lifecycle to balance operational speed with a transparent, stress-free borrower experience.
Resources, Energy & Utilities
Modernizing infrastructure to deliver sustainable, data-rich digital experiences for customers and employees.
Retail & Consumer Packaged Goods
Engineering intuitive omnichannel journeys that use real-time insights to delight shoppers at every touchpoint.
Travel and Logistics
Orchestrating real-time digital touchpoints to create responsive, high-fidelity experiences for every traveler.
We have successfully designed and executed comprehensive experience-led transformations. Here are some success stories:
Produced comprehensive research insights on the needs and behaviors of different personas (including Gen Z)
Defined an overarching digital strategy, focused on reimagined digital and human experiences
Conducted collaborative design sessions to conceptualize and refine the reimagined experiences
Created prototypes and tested with customers and employees
Generated critical customer insights, drawing upon voice of customer, voice of employees, mystery shopping, immersive field research, and leading practices from within and outside the industry
Led and collaborated in the development and launch of the final customer solution, resulting in a seamless and enhanced customer experience
Developed the technology, data and integration architecture, including design decisions with client IT
Supporting Exponential Growth for Leading Digital Marketplace
- Reinventing care; defining and enabling next-gen experiences
- #1 ranked partner in all participating markets
- 40% improvement in productivity
- 42% reduction in cost per contact
Designing Next-Gen Sports Fan Experiences
- Reimagining experiences, operations, and digital technology for a major sports team and their next-gen venue
- Initial design and simulations created for the end-to-end journey, including booking, parking, entry, wayfinding, food and beverage, and entertainment, leveraging digital technologies and data to drive frictionless experiences
Experience Transformation for Global Logistics Leader
- Transforming the global experience model for care, support, and back-end processes
- Proactive design and simulation of future app experience
- 40% productivity savings through analytics and intelligent automation
Why Sutherland
Accelerate Value Delivery
Ensure a constant focus on measurable outcomes at every stage of your transformation roadmap.
Customer & Employee Delight
Drive frictionless experiences and processes based on deep user and employee insights.
Stakeholder Alignment
Mitigate risk by aligning all stakeholders to common goals, priorities, and a unified roadmap.
Design for the Future
Deploy AI and data-led solutions tailored to evolving user behaviors and future needs.