In this episode of Back to the Future with Sutherland, host Sonya Barlow sits down with Shantanu Das, GM & Global Head of Services, Primary Sales and Scam Prevention at Wayfair, and Sanjay Reddy, SVP & Global Head of Retail and CPG at Sutherland. Together, they discuss how AI is evolving from a tool of efficiency into a driver of human-centered value.

Key insights include:

How Wayfair and Sutherland use AI to enhance productivity, customer service, and personalization.
Why the future of AI depends on human collaboration, ethical oversight, and emotional intelligence.
Lessons from real-world AI implementations and how leaders turned challenges into growth.
The emerging skills and roles that will shape tomorrow’s AI-powered workforce.
How organizations can balance global technology strategies with local market needs.

This episode challenges conventional thinking about AI. It invites leaders to see technology not just as a performance enhancer, but as a pathway to build deeper human connection, trust, and innovation in a rapidly changing digital world.