5 Factors Driving True Customer Experience Transformation

Traditional customer care metrics have taken service and support as far as they can. New AI-driven analytics are stepping up to carry the contact center forward.

Tomorrow’s customer care will pay for itself by driving greater value. Some brands are profiting already.

Having an optimized real-time analytics architecture is essential for an optimally functioning system. Do not lose out on key insights with our guide.

Are you interested in learning more about the different types of customer analytics? Look no further than this quick guide from Sutherland.

Real-time customer analytics is a critical strategy that can no longer be considered optional. Learn about the importance and advantages it can provide here.

Contact center spending, done right, can drive down costs without compromising growth.

Hyperautomation use cases range widely across several industries like retail, travel, tech, insurance, and more. Learn how valuable hyperautomation can be to your business.

Intelligent process automation (or intelligent automation) and robotic process automation overlap significantly, but there are a few differences. Learn more.

In the next decade customer care will undergo major changes. Getting in front of them is the key to success.

When choosing an automation platform, focus on the features that help you ‘close the gap’ to sustainable business success

Stop trying to automate things you shouldn’t. You can help avoid automation failure by focusing your efforts on things machines do best.

Automations fail more often than they should. But yours don’t have to. Raise your likelihood of success by avoiding these pitfalls.

Hyperautomation can bring transformation to an enterprise, but only when you have the proper roadmap, governance and change management. Here’s what you can do now to keep your automation efforts from failing.

Intelligent automation drives great customer experience and revenue growth - not just better process efficiency.

Cognitive technologies transform process automation by adding human-like capabilities and intelligence to business operations. The result? Frictionless customer and employee experiences.

Intelligent Process Automation brings together AI, machine learning and other cognitive tech to mimic the human capabilities that drive cost-effective operations and better CX.

See how Sutherland helped a multinational technology company ramp up a successful customer success platform, cut costs, and churn rate.

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Are You Sure You’re Getting The Most Out Of Salesforce In The Contact Center?

These days, technology change seems to be outpacing the passage of time. Advances are coming at us faster than our ability to keep up. Another year has come and gone; what are we talking about as we look ahead?

AI analytics optimizes experience data. It can lead the way to customer engagement, brand differentiation and CX-driven revenue growth.

Global technology provider undergoes digital transformation leveraging bot technology for optimal balance between automation and human interaction.

Experienced human moderators working in concert with AI are the gold standard for content moderation. Content diversity and complexity are growing exponentially. This growth explosion has made it increasingly difficult to train and configure artificial intelligence to manage the deluge of content cascading across multiple media platforms without necessary human oversight.

With the advent of COVID-19, Work from Home (WFH) has become the new normal for many organizations and their employees — for 2021 and beyond.

What does it take for effective social media content moderation that covers billions of users? Here are three big factors to consider.

Old tech won’t suffice in the New Normal of remote work and virtual teaming. Real human connection demands modern technology platforms and business processes that are up to the task.

Robotic Process Automation: How Prepared Are You?

Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to that question is “no”, you’re far from alone.

Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to that question is “no”, you’re far from alone.

Today, B2B customer consumption patterns are changing, and these changes have gathered speed with the pandemic. In many cases, subscription-based services are now providing customers a better alternative over outright purchase of a product. Subscription relationships are proving to be convenient to consume, are economically beneficial, and are generally easier to exit.

When the best of plans go bad, unintended consequences are often then result. You chose Salesforce to be a critical part of your tech stack for good reasons. But making the most of that investment continues long after initial implementation.

Your rationale for choosing Salesforce was simple: Salesforce, by far, is the leading CRM in the world. And Salesforce Service Cloud has the potential to totally transform customer experience by automating processes, streamlining workflows, and supporting customer service agents. Users have found high value in using Salesforce & have received significant returns on their investment.

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.

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...

Read our case study about how Sutherland helped a global technology giant create a human-centric experience to drive a reduction in support volume.

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.

Never before has the internet — and information we consume — been in such a considerable state of flux. We’re facing a true crisis of misinformation, where fake news is 70 percent more likely to be retweeted than true stories.

Over the past 10 years, the technology landscape in US homes has evolved significantly. The proliferation of connected consumer devices inside the home means old customer support models need to be reconsidered. Both the tools and the types of support needed have changed.

As employees work from home, hackers can compromise vulnerable personal networks & devices to steal data. Adopt these 4 security must-haves to stay safe.

As remote work remains a reality, organizations must keep employees engaged, encourage productivity, and equip them with the right tools. Learn more.

As organizations embrace remote work as the new norm, employee happiness must remain a top priority. Learn how to foster an engaged, successful workforce.

Digital transformation consulting and research services are the bridge between ideas and insights and actual business practice. Learn more.

Tired of the limited use cases and value of RPA software? Deploy intelligent automation to: 1. Move beyond rule-based tasks 2. Increase access to data 3. Re-assign employees to higher-value work 4. Enable improved customer support More on how this technology drives better business outcomes, here.

Here are three takeaways from CES 2020: 1. AI is becoming more human-like 2. Virtual reality is quietly maturing 3. The digital workspace is a reality Dig into our CES recap to learn more.

The CloudLABS are finally here! Take a look at the space that will help demystify the cloud. Come see what Google tools and technology paired with Sutherland solutions can do for your business.