Converting Disputing Customers into Brand Advocates

It's time to optimize the AML-KYC function. To do this, organizations need to use data to identify customers and avoid redundant requests for information.

Running a sprawling AML/KYC program to keep pace with compliance, but still struggling to identify the risk level of each customer?
It doesn’t have to be that way.

Sutherland helps leading lending platform increase efficiency with Sutherland Robility™ bots.

See how a major mortgage lender is processing 2,000 transactions monthly while cutting 160 personnel hours off its rate lock process leveraging Sutherland automation technology.

The Order-to-Cash process becomes “Customer-to-Cash” when you put customer experience at the center

Partnership is a path for Fintechs to achieve end-to-end process automation, excellent transformative customer experiences, cyberthreat protection, and staying lean while growing.

Follow this blueprint to financial services CX transformation. AI, process automation and data analysis help modernize legacy systems, channel communications and improve customer relationships.

Infographic: Optimizing the Customer-to-Cash (C2C) process better prepares a business to respond to market conditions while better understanding its customers

3 rules for digitally transforming customer experiences. How to intelligently automate legacy systems, personalize relationships, and offer customer self-serve convenience.

Customer-to-Cash (C2C) is when a business makes a first impression. Getting the process right lets you better understand customers while getting better prepared to respond to market conditions.

Fintechs continue to outpace traditional banking players in the market. Here are four steps fintechs can take to maintain their growth momentum

US fintechs continue to transform the financial services landscape. They raised $12.8 billion in Q1 of 2021, a 220 percent YoY increase in investments [1]. Driven by consumer adoption, fintechs’ transactional value is growing at 8.6 percent [2]. An estimated one out of three digital consumers today use at least two fintech services [2]. Fintechs across the spectrum continue to outpace the market and traditional players.

By 2021 the term ‘Super App’ had become commonplace in China, but what can we learn from this growing trend? In this short series we try to unpick if SuperApps are a fad, or the future of app design.

When a private equity (PE) firm acquires a business, it wastes no time scrutinizing the acquisition’s financial and accounting (F&A) function.

Every dispute is a source of customer friction. There's been a significant rise in dispute volumes across financial services with the growth of digital transactions.

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.

To keep pace in today's world, companies need timely access to business-critical data. Much of that information resides in a company's finance and accounting (F&A) function.

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.

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. Here are five factors driving true customer experience transformation...

Every dispute is a source of customer friction. There’s been a significant rise in the volume of disputes across financial services with the growth of digital transactions. Disputes cost financial institutions a lot of money. While the customer churn due to a dispute impacts the topline, the related processing and new customer acquisition costs impact the bottom line. Here are five things banks and financial institutions can do to improve the dispute management process.

To keep pace in today’s world, companies need timely access to business-critical data. Much of that information resides in a company’s finance and accounting (F&A) function. Too often, though, outdated manual processes keep F&A insights from reaching decision makers quickly enough. Meanwhile, digitally transformed competitors are beating them to market, operating with faster and more relevant information.

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.

When experiencing crisis and change - take a global pandemic for example - businesses and brands often need help to adapt and keep pace. Faced with uncertainty, adopting a creative mindset can help brands open new conversations and seize pivotal opportunities

View our case study on how Sutherland drastically improved the internal operations and automated key processes for Genesis Financial Solutions.

Securing a mortgage is just the beginning of a commitment—and relationship—that’s likely to last for many years. Effective mortgage servicing is critical to maintaining customer relationships, improving margins, and reducing the risk of customer attrition and defaults.

View our case study on how Sutherland delivered a fully comprehensive virtual finance and accounting training program for a client in just 8 weeks.

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

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

Prior to the onset of digital transformation, a Chief Financial Officer (CFO) was captain to an organization’s ship charting their finance journey.

Find your voice and engage your customers through powerful content creation. Here’s your five-step plan of attack:

Content Cafe Recap

Protect brand reputation and customer experience from the impact of false information. Start by combining AI with a human-centric approach to content moderation.

A leading global refiner and distributor of petroleum products is striving to be the world’s safest downstream energy business operating today.

Digital transformation for business often means increased customer satisfaction and reduced costs. Read about new technology innovations in business here.

Are you looking to help your company become more efficient? Then you are probably researching digital transformation. Learn how to get started here.

A digital transformation strategy will help a business in any industry. Follow these 5 steps to execute a successful digital transformation strategy.

BPM tools focus on AI & Customer 360 Views. Learn how BPM software can help businesses produce results in customer satisfaction & cost reduction.

Learn how to interact with your customers while you sleep leveraging AI and chatbots for business. Download our whitepaper today!

Read the importance of analytics in healthcare and how to best leverage data analytics in healthcare's digital era.

Blog voice technology is back. Voice tech is a ways off from dominating the tech landscape. A look at the journey through the history of voice tech. The introduction of Voice 2.0. Giving a face to voice tech and looking ahead to the future. Voice-first is adopting an anthropomorphic design interface.