We do this to improve efficiencies. To enable our customers to foster lifelong relationships. And, to empower businesses to transform.
June 23, 2021
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.
June 15, 2021
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.
June 15, 2021
When a private equity (PE) firm acquires a business, it wastes no time scrutinizing the acquisition’s financial and accounting (F&A) function.
June 15, 2021
Today’s retail consumer is demonstrating different needs, preferences and purchase behaviors than they did just 18 months ago. But brands are responding—and fast. Learn some of the ways retail leaders are adapting their businesses to serve the post-pandemic customer. And explore how you might too.
June 15, 2021
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.
June 01, 2021
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.
May 30, 2021
Digital Direct-to-Consumer (D2C) is showing the fastest growth in insurance, with an estimated market value of around $29 billion.
May 30, 2021
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.
May 27, 2021
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.
May 27, 2021
The Covid-19 pandemic has triggered breaks in sometimes long-established consumption patterns. Customer behaviors have changed and changed again—often on the fly. Customer preferences have adjusted. Brand loyalties have been called into question.
May 26, 2021
A large number of insurers have now opened-up some form of direct-to-consumer (D2C) channel, but many still face challenges and aren’t realizing the full potential of their investment. Others are increasing their investment in the direct online sales channel already part of their business. Often, these efforts complement recent investments in remote claims handling and greater underwriting automation.
May 19, 2021
With the accelerating pace of change in the mortgage industry, servicing needs a new way to build stronger customer relationships. Digital engagement in mortgage servicing is central to a customer experience (CX) strategy.
May 12, 2021
Pandemic or no pandemic, consumers want to be known, engaged, and rewarded. And brands are happy to oblige. Gaining a better understanding of your customer empowers personalization—helping them get more of the goods and services they desire, how and when they want them. The result? Businesses get better top and bottom lines and customer loyalty grows. It’s a win-win proposition
May 12, 2021
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...
May 04, 2021
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.
May 04, 2021
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.
May 04, 2021
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.
May 03, 2021
Achieving seamless, unified engagement using a borrower-centric approach is crucial to delivering exceptional customer experience in mortgage servicing. View our infographic to learn more.
April 29, 2021
The Covid-19 pandemic and resulting economic impact have dramatically changed customer needs, behaviors, and expectations while driving the virtualization of insurer operations. Eager to quicken their recovery, insurers are also eager to innovate. Most are actively identifying obstacles to growth and profitability while making investments to overcome them.
April 21, 2021
Online chatter is key to driving buyers to your products and services, it can also drive prospective purchasers away. Companies that understand this delicate dynamic know how to make online reviews work for their business, not against it.
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April 20, 2021
The Centers for Medicare and Medicaid Services’ new rule on hospital price transparency went into effect on January 1, 2021. A recent analysis from Guidehouse found that approximately 70% of hospitals are already compliant with this regulation. But being compliant does not mean that you are leveraging hospital pricing data for strategic advantage. Is your hospital or health system prepared to optimize your price transparency information to best position your organization?
April 19, 2021
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
April 13, 2021
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.
March 25, 2021
Fake news is 70% more likely to be shared than truth. In our Age of Misinformation, a better approach to content moderation is required to protect and nurture communities and conversations vital to your brand.
March 25, 2021
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.
March 11, 2021
The customer journey is increasingly consolidated on digital channels. That means modern brands must learn to be more human in their customer interactions mediated through screen, keyboard, headset, or chatbot.
March 04, 2021
The introduction of the Price Transparency of Hospital Standard Charges regulation has raised new challenges for hospitals. View our infographic with four pricing transparency truths that will help your organization thrive in the new regulatory landscape.
March 01, 2021
Learn about the top five customer service and support factors impacting the purchase and adoption of connected consumer devices for households.
February 26, 2021
Do you have a single source of truth to manage and mitigate the risk associated with your auto loan asset portfolio? With auto loan delinquencies trending at record highs, leading banks are aspiring to empower their decision makers across origination, risk management and collections to gain a 360-degree view of their auto loan customer portfolio. Such a single source of truth allows decision makers to proactively manage delinquency risk and run effective collection operations to mitigate that risk.
February 26, 2021
The Covid pandemic has brought great change to customer experience trends. Brand relationships that were once defined by visiting stores, attending public gatherings, or face-to-face conversations with salespeople are now—by necessity—being reimagined. Regardless of what happens with Covid, the need for brands to be more human in an increasingly virtual world is here to stay.
February 21, 2021
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.
February 21, 2021
As the new Price Transparency of Hospital Standard Changes regulation goes into effect, your organization needs to modernize its processes so your pricing data becomes an asset in explaining your services to consumers.
February 16, 2021
Here are Sutherland's top Customer Experience predictions for 2021.
January 31, 2021
Adopting and maintaining a large-scale remote work model comes with a range of security risks. Organizations critically need solutions that ensure private information remains just that: private and secure, even as employees work from home.
January 06, 2021
As we enter an increasingly automated world, talent cultivation and retention must adjust accordingly.
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December 22, 2020
While COVID 19 has inflicted a devastating blow, it is fascinating to see how the industry has quickly adapted and evolved.
December 09, 2020
Factors like the focus on digital, rise of personalization, and explosion of different channels have emphasized the importance of a solid content pipeline.
November 30, 2020
Where a finance and accounting (F&A) department sits in terms of digital maturity often reflects where an organization sits as a whole.
November 30, 2020
Prior to the onset of digital transformation, a Chief Financial Officer (CFO) was captain to an organization’s ship charting their finance journey.
November 16, 2020
As remote work remains a reality, organizations must keep employees engaged, encourage productivity, and equip them with the right tools. Learn more.
November 16, 2020
As organizations embrace remote work as the new norm, employee happiness must remain a top priority. Learn how to foster an engaged, successful workforce.
November 16, 2020
As employees work from home, hackers can compromise vulnerable personal networks & devices to steal data. Adopt these 4 security must-haves to stay safe.
November 16, 2020
As businesses support their remote workforces, leaders are exploring how to better use technology to provide higher-value work for their employees.
November 06, 2020
From storefront content creation to product listings and SKU management, we create high-quality content that allows for data mining and personalization.
November 06, 2020
By identifying inaccuracies and flagging malicious or inappropriate posts for removal, moderators help users enjoy all the benefits of social media.
October 08, 2020
July 05, 2020
Content Cafe Recap
June 29, 2020
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Enabling HR Help Desks
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Transforming regulations into business Opportunities in healthcare
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