Retail customers expect seamless, fast and personalized experiences across stores, ecommerce, social, loyalty and post-purchase journeys.
Sutherland helps retailers transform customer experience with AI-powered Customer Experience Management (CXM) solution that combines omnichannel care, intelligent knowledge, customer listening, fraud management, Customer 360 insights, agent assist and workforce intelligence. We help reduce customer effort and operating cost while improving revenue, loyalty and conversion.
21%
Lower Average Handle Time
10–15%
Improvement in CX and EX
10%
Increase in Sales Conversion
20–30%
Faster Response Times
Who We Serve
Apparel, Luxury and Accessories
We deliver personalized, white-glove customer care that strengthens loyalty and protects the brand experience.
Grocery and Mass Retail
We support orders, substitutions, loyalty programs and high-volume customer care during peak demand.
QSR and Convenience
We enable consistent guest experiences through intelligent knowledge, retention support and franchise operations.
Drugstore, Health and Beauty
We provide trusted, compliance-aware customer support across sensitive and service-intensive interactions.
Consumer Electronics
We support troubleshooting, product knowledge, warranty journeys and return-prevention programs.
Marketplaces and Ecommerce
We manage buyer and seller care, trust-related interactions, disputes and returns across digital commerce journeys.
We deliver personalized, white-glove customer care that strengthens loyalty and protects the brand experience.
We support orders, substitutions, loyalty programs and high-volume customer care during peak demand.
We enable consistent guest experiences through intelligent knowledge, retention support and franchise operations.
We provide trusted, compliance-aware customer support across sensitive and service-intensive interactions.
We support troubleshooting, product knowledge, warranty journeys and return-prevention programs.
We manage buyer and seller care, trust-related interactions, disputes and returns across digital commerce journeys.
Our Solutions
Sutherland provides AI-powered retail CXM across customer care, knowledge management, Insights led, fraud management, personalization, workforce operations and omnichannel engagement.
CX Transformation
Redesign customer journeys across stores, digital channels, social and post-purchase experiences.
Sutherland Labs
Use journey mapping, design thinking and experience-led innovation to transform retail CX.
AI-Powered CXM Roadmap
Prioritize AI opportunities across knowledge, agent experience, workforce, quality and analytics.
Omnichannel CXM
Unify customer care across voice, chat, email, social, mobile and store-based interactions.
Knowledge Management
Use SmartLeap HelpTree and AI-powered guidance to help advisors resolve customer needs faster and more consistently.
Customer and Market Insights
Capture social, review, Voice of Customer and service signals to identify issues and opportunities earlier.
Fraud Management
Reduce policy abuse, account risk, payment disputes and chargebacks while protecting legitimate customers.
Customer Service Automation
Use AI-powered triage, intelligent routing and automation to improve service speed and cost per contact.
Workforce Management
Forecast demand, optimize staffing and scheduling, and improve service levels across channels.
Quality Operations
Strengthen QA, coaching, compliance and performance improvement through integrated quality workflows.
CRM and Commerce Integration
Connect customer, order, loyalty and service context to create more informed interactions.
Data and Analytics
Turn customer and operational signals into actionable CX and business insights.
Cloud and API Foundation
Build secure, scalable foundations for connected omnichannel customer experiences.
Partners
With AWS, we consistently deliver innovation and tangible business value for clients.
Cloud services enabling businesses to build, deploy, and manage enterprise applications.
With UIPath, we unlock the full potential of automation to drive agility and efficiency.
Why Sutherland
Retail CX at Scale
We manage more than 160 million retail CX interactions annually across complex customer journeys.
AI-Powered CXM
We use AI to improve handling time, conversion and customer and employee experience.
Intelligent Knowledge
We use SmartLeap HelpTree to deliver consistent guidance and accelerate customer resolution.
Human + AI Delivery
We automate repeatable interactions while applying human expertise to complex and high-value moments.
Outcome-Led CX
We align customer experience operations to conversion, loyalty, effort, FCR and cost-to-serve.
Retail Domain Depth
We bring experience supporting more than 30 retail clients across nine countries.
