Sutherland Helps Hospitality Leader Boost NPS by 40 Points and Cut Costs by 42% Through Experience-Led Transformation

Industries: Travel, Transportation, Hospitality & Logistics
Services: Business Process as a Service, Digital CX

Client Overview

The client is a global leader in the shared economy hospitality sector, offering a digital platform that connects millions of travelers with unique, locally immersive accommodations around the world. Known for redefining traditional travel experiences, the company operates at scale while delivering personalized stays that resonate with modern, experience-driven consumers.

The Challenge

Scaling Globally Without Sacrificing Experience or Efficiency

As the client expanded into new markets and introduced more customer-centric offerings, operational scale emerged as their greatest challenge. Delivering consistent, high-quality support across regions became increasingly difficult, especially amid rising customer expectations and a rapidly evolving service model.

To sustain growth without escalating costs or diluting service standards, the client needed a strategic partner capable of launching and scaling pilot programs, optimizing global operations, and enhancing the customer experience – all while preserving efficiency and brand integrity.

Sutherland Solution

Orchestrating Scalable Experience Transformation Through Innovation and Operational Precision

Sutherland partnered with the client to deliver an integrated, future-ready solution grounded in digital transformation, human-centered design, and operational scalability. Our approach focused on enabling consistent, high-impact results while aligning with the client’s evolving business goals and global growth ambitions.

1. Reimagined Customer Experience Through Design Thinking
   Our Sutherland Labs team applied design thinking methodologies to deeply map the customer journey, uncover friction points, and co-create solutions. This resulted in a comprehensive redesign of key service processes, enhancing both user experience and operational efficiency.
   
2. Agile Launch of Scalable Pilot Programs
   Since 2016, Sutherland has supported nearly every pilot initiative introduced by the client. Whether testing new services or optimizing workflows, we ensured rapid, scalable rollouts that informed broader platform strategy and delivery standards.
   
3. Strategic Operational Playbook for Global Consistency
   To support expansion, we developed a tailored operational playbook covering everything from workforce ramp-up and process automation to knowledge transfer and quality assurance. This framework ensured consistent execution across diverse markets and teams.
   
4. Deployment of AI-Enabled Tools and Business Intelligence
   We introduced AI-powered tools, real-time dashboards, and a centralized BI ecosystem via Sutherland’s proprietary platforms, streamlining decision-making, reducing manual effort, and enabling proactive service optimization.
   
5. Continuous Improvement Framework for Agility
   A built-in agile feedback loop allowed us to iterate quickly and adapt to evolving needs. This capability proved especially valuable during the pandemic, where rapid adjustments ensured uninterrupted service and resilience at scale.
   
6. Global Expansion Through Operational Hubs
   To fuel the client’s geographic growth, we helped establish fully integrated customer experience hubs in Bogotá and Kingston, staffed with multilingual, customer-focused teams aligned with the client’s global delivery model.

The Outcome

Market Leadership Through Experience, Innovation, and Scaled Operational Excellence

Sutherland’s partnership with the client delivered exceptional results across customer experience, cost efficiency, and global scalability. Net Promoter Score (NPS) surged by 40 points, reflecting a dramatically improved customer experience. At the same time, the cost per contact dropped by 42%, and our operational enhancements helped the company avoid $11 million in potential revenue losses annually.

Our enablement strategies also reduced new hire ramp time by 40%, enabling frontline teams to reach full productivity faster and maintain high performance. To support the client’s rapid growth, we successfully launched two major delivery centers within a single year, expanding their global footprint and delivery capacity.

That’s digital outcomes delivered!

Most notably, Sutherland was consistently ranked the top-performing vendor across every participating region, underscoring the value of a strategic CX partner that brings innovation, execution, and measurable outcomes.