Insights
We creatively discover, humanistically design, analytically develop, and seamlessly deploy intelligent experiences.
Infographic
July, 2022
Contact Center Investments: Top Mistakes To Avoid
Many brands still take a cost center approach to customer care when they should focus on profitability instead.
Blog
June, 2022
Customer Care Super Agents: Meet the New Value Creators
Tomorrow’s customer care will be more relational than transactional, with a focus on long-term value creation.
Blog
June, 2022
How You Can Take The Risk Out Of Automation
Ensure the automation your business builds gets the results it needs by applying AI-powered analytics and CX…
June, 2022
6 Reasons Why Effective Automation Requires Human-Centered Experience Design
Why should organizations care about human-centered experience design? Discover the reasons it is essential to delivering transformational automation that gets results.
Customer Experience
Blog
June, 2022
Today’s Customer Care Metrics: Will They Matter Tomorrow?
AHT, FCR, CSAT, and NPS will carry less weight as customer care pivots from a cost center to a profit engine.
Infographic
June, 2022
Contact Centers Of the Future: A Profitable Proposition
Tomorrow’s customer care function is a profit center, not a cost center. In fact, for some brands tomorrow is already here.
Blog
May, 2022
Customer Care Wakeup Call: Setting Your Clock For The Future
Seven trends will transform customer care by 2030. Is your company alert to the changes?
Sutherland Blogs
D2C Policy Acquisition Is Taking Off: How Insurers Can Make Tracks
Insurers adept at D2C have charged ahead. Don’t let your policy acquisitions get left in the dust.
Blog
September, 2022
How AI Takes the Unpredictability Out of Customer Service & Support
Using the right agent assist AI to augment the ability of contact center agents to solve problems transforms…
Infographic
July, 2022
Contact Center Investments: Top Mistakes To Avoid
Many brands still take a cost center approach to customer care when they should focus on profitability instead.
Blog
June, 2022
Customer Care Super Agents: Meet the New Value Creators
Tomorrow’s customer care will be more relational than transactional, with a focus on long-term value creation.
Blog
June, 2022
Today’s Customer Care Metrics: Will They Matter Tomorrow?
AHT, FCR, CSAT, and NPS will carry less weight as customer care pivots from a cost center to a profit engine.
Blog
June, 2022
6 Reasons Why Effective Automation Requires Human-Centered Experience Design
Why should organizations care about human-centered experience design? Discover the reasons it is essential to…
Blog
June, 2022
How You Can Take The Risk Out Of Automation
Ensure the automation your business builds gets the results it needs by applying AI-powered analytics and CX…
Infographic
June, 2022
Avoid Automation Failure By Focusing On What Machines Do Best
Stop trying to automate things you shouldn’t. You can help avoid automation failure by focusing your efforts on…
Infographic
June, 2022
Contact Centers Of the Future: A Profitable Proposition
Tomorrow’s customer care function is a profit center, not a cost center. In fact, for some brands tomorrow is…
Infographic
June, 2022
Why Automation Fails
Automations fail more often than they should. But yours don’t have to. Raise your likelihood of success by…
Blog
May, 2022
Customer Care Wakeup Call: Setting Your Clock For The Future
Seven trends will transform customer care by 2030. Is your company alert to the changes?
Blog
May, 2022
5 Keys To Content Moderation In Online Communities
As online communities become strategic brand assets, content moderation is critical to their success. What are the…
Infographic
May, 2022
Top 5 Advantages Of Powering Online Communities With Expert Insights
Industry-specific SMEs add game-changing value by building engagement in online communities with informed,…
Blog
May, 2022
How To Avoid Missing Out On The Benefits Of Hyperautomation
Hyperautomation can bring transformation to an enterprise, but only when you have the proper roadmap, governance…
Blog
May, 2022
Get Better CX With Intelligent Automation
Intelligent automation drives great customer experience and revenue growth — not just better process efficiency.
Blog
May, 2022
Intelligent Automation — Bringing Together The Best Of RPA And Human-Like Cognitive Tech
Cognitive technologies transform process automation by adding human-like capabilities and intelligence to business…
Infographic
May, 2022
D2C Policy Acquisition: Top 5 Challenges and How to Conquer Them
Selling insurance direct to consumers isn’t a cinch. That said, it’s also highly doable
Infographic
May, 2022
Intelligent Automation: Human-Like Tech Reinventing Ops & CX
Intelligent Process Automation brings together AI, machine learning and other cognitive tech to mimic the human…
Blog
April, 2022
D2C Policy Acquisition Is Taking Off: How Insurers Can Make Tracks
Insurers adept at D2C have charged ahead. Don’t let your policy acquisitions get left in the dust.
Infographic
March, 2022
Automated Physician Credentialing Cuts Revenue Loss, Raises Efficiency, Grows Accuracy, Shrinks Risk
Delays are typically baked into physician credentialing efforts. But it doesn’t have to be that way. Smart AI…
Infographic
March, 2022
3 Ways Automated Mortgage Servicing Makes Customers Happy
Why are mortgage servicers prioritizing customer experience automation? Here are three big reasons why.
Infographic
March, 2022
Hospitals Can Now Access Smart AI Credentialing That Solves Big Insurer Woes
All hospitals can benefit from automated medical staff credentialing. SmartCred reduces costs while accelerating…
Blog
February, 2022
Let’s Talk: For Mortgage CX Conversational AI, the Timing is Perfect
Now more than ever, there’s urgency to apply Conversational AI to improve customer experience in mortgage…
Blog
February, 2022
Smart AI Credentialing Saves Time, Money, And Yields Better Patient Care
All hospitals gain from automated medical staff credentialing. SmartCred reduces costs while accelerating…
Blog
January, 2022
Order-To-Cash From A Customer’s Perspective: It’s Not About Orders, It’s About Customers
The Order-to-Cash process becomes “Customer-to-Cash” when you put customer experience at the center
Blog
January, 2022
Automatic Happiness: Automation Lowers Cost And Pleases Customers In Mortgage CX
Creating a happy customer, while reducing cost, is the prime objective of mortgage servicing automation.
Blog
January, 2022
AI, Chatbots, Cybersecurity, the Digital Workplace and 2022
These days, technology change seems to be outpacing the passage of time. Advances are coming at us faster than our…
Blog
January, 2022
A Fintech's Path To Customer Experience Success
Partnership is a path for Fintechs to achieve end-to-end process automation, excellent transformative customer…
Blog
November, 2021
Data & AI Analytics Lead the Way To Growth
AI analytics optimizes experience data. It can lead the way to customer engagement, brand differentiation and…
Infographic
November, 2021
5 Ways QSRs Can Learn What Diners Truly Think
QSRs ignore most customer intel. Not on purpose. There’s a digital solution for that. Don’t let your competitors…
Blog
November, 2021
Most QSRs Don’t Know Their Customers That Well. Do You?
Customer opinion is a blind spot for QSRs. A big one. The good news? Digital solutions can solve the problem…
Infographic
November, 2021
3 Keys To Content Moderation Success
Experienced human moderators working in concert with AI are the gold standard for content moderation. Content…
Blog
November, 2021
3 Steps To Transform Financial Services Customer Experience
Follow this blueprint to financial services CX transformation. AI, process automation and data analysis help…
Infographic
October, 2021
5 Reasons Why Hospitals Need To Make The Data Journey To The Cloud Now
Cloud-based solutions provide a competitive advantage and a platform for innovation not possible with on-premise…
Blog
October, 2021
Drive-Thrus In The Digital Fast Lane — QSRs’ Competitive Advantage
Digital solutions pave the way to better drive-thrus. Meeting QSR customers where they are requires tech-driven CX…
Blog
October, 2021
Mortgage Loss Mitigation: Winning The Waiting Game With Faster Processing & Customer Dialogue
Mortgage loss mitigation processing takes forever. At least it seems that way. Automation and human contact can…
Blog
October, 2021
Three Rules For Customer Experience Transformation In Financial Services
3 rules for digitally transforming customer experiences. How to intelligently automate legacy systems, personalize…
Blog
October, 2021
Why Healthcare Providers Are Finally Embarking On The Journey To The Cloud
The Cloud unlocks the power of data. For too long, healthcare providers have been reluctant to go there. But…
Blog
October, 2021
Finally, A Customer-to-Cash Solution Actually Built Around The Customer
Customer-to-Cash (C2C) is when a business makes a first impression. Getting the process right lets you better…
Blog
October, 2021
Mortgage Loss Mitigation And Default Management: New Challenges. New Opportunities.
Can some otherwise costly mortgage defaults be transformed into win-win situations for borrowers and lenders?…
Infographic
October, 2021
4 Steps For Fast-Moving Fintechs To Scale & Grow
Fintechs continue to outpace traditional banking players in the market. Here are four steps fintechs can take to…
Blog
October, 2021
Five Promotional Pivots To Help CPGs Stay Nimble In Fluid Times
Today’s CPGs must rethink core promotional strategies. From loyalty programs to coupons, digital solutions lead…
Blog
September, 2021
The 3 Big Factors Of Social Media Content Moderation
What does it take for effective social media content moderation that covers billions of users? Here are three big…
Blog
September, 2021
Is This Really The New Normal?
Old tech won’t suffice in the New Normal of remote work and virtual teaming. Real human connection demands modern…
Blog
September, 2021
4 Challenges to a Fintech's Exponential Growth
US fintechs continue to transform the financial services landscape. They raised $12.8 billion in Q1 of 2021, a 220…
Infographic
September, 2021
How Direct-To-Consumer Engagement Helps CPGs Boost CSAT & Reduce Costs
D2C can improve CPGs’ CSAT and costs. CPGs can convert widely disparate sets of consumer data into actionable…
Blog
September, 2021
Perfecting Airline Customer Service On The Fly, Without Winging It
Airlines must pivot fast to keep customers happy. With the right digital solutions, airlines can respond to fluid…
Blog
August, 2021
How CPGs Can Rise To The Direct-To-Consumer Challenge
In 2020, more than one-third of consumer-packaged goods brands (CPGs) started to develop direct to consumer (D2C)…
Infographic
August, 2021
5 Focus Areas To Accelerate AI Driven Claims Transformation
Integrating new technology with your current claims process can create complexity and risk. It needs careful…
Infographic
August, 2021
8 Questions For Measuring The Effectiveness Of Salesforce In Your Contact Center
Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to…
Blog
August, 2021
Delivering Exceptional Guest Experience In Volatile Times
These days, dealing with uncertainty is the new definition of business as usual. What hasn’t changed is the…
Infographic
August, 2021
Rethinking The Hotel Experience: Top 5 Ways To Greet Your Future Guest
Hotel occupancy is on the rise in many places, thanks to pent-up demand for leisure travel. While this is good…
Blog
August, 2021
5 Ways To Get Successful At Customer Success
As switching SaaS providers continues to get easier, the goal of reducing churn and improving retention can be a…
Blog
August, 2021
The Rise Of Super Apps
By 2021 the term ‘Super App’ had become commonplace in China, but what can we learn from this growing trend? In…
Infographic
August, 2021
Speed to Value AI - Accelerated Insurance Claims
Adoption of artificial intelligence (AI) for insurance claims processing surged this past year, helping carriers…
Infographic
August, 2021
Top 5 ways Customer-focused Airlines Can Stay Aloft
No one likes to wing it when the stakes are high. Airlines had little choice when the pandemic hit, scrambling to…
Infographic
August, 2021
Are You A Customer Success Leader Or Laggard?
Many today are subscribing to the use of goods and services rather than purchasing them outright. These…
Blog
August, 2021
Mapping The Miles Ahead: The Automotive Industry's Data-Driven Future
After a year of sheltering in place due to COVID-19, drivers are eager to rev up their engines and get out on the…
Blog
July, 2021
8 Questions For Measuring The Effectiveness Of Salesforce In Your Contact Center
Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to…
Blog
July, 2021
How Are Airlines And Hotels Adapting To Today’s Traveler?
Where to next? Answering this question is far easier for travelers than for hotels and airlines. Domestic travel…
Blog
July, 2021
How Leaders Drive Customer Success
Today, B2B customer consumption patterns are changing, and these changes have gathered speed with the pandemic. In…
Blog
July, 2021
Decrease Insurance Claims Processing Costs & Increase CSAT With AI
When an insurer’s digital transformation includes AI, claims processing costs can fall as much as 50 percent . And…
Infographic
June, 2021
Are You Making the Most of Salesforce in the Contact Center?
When the best of plans go bad, unintended consequences are often then result. You chose Salesforce to be a…
Infographic
June, 2021
Converting Disputing Customers into Brand Advocates
Every dispute is a source of customer friction. There's been a significant rise in dispute volumes across…
Blog
June, 2021
Are You Getting as Much Out of Salesforce in your Contact Center as You Should Be?
Your rationale for choosing Salesforce was simple: Salesforce, by far, is the leading CRM in the world. And…
Infographic
June, 2021
5 WINS PE Firms Score with F&A Centers of Excellence
When a private equity (PE) firm acquires a business, it wastes no time scrutinizing the acquisition’s financial…
Infographic
June, 2021
Adapting to the New Retail Customer
Today’s retail consumer is demonstrating different needs, preferences and purchase behaviors than they did just 18…
Infographic
June, 2021
5 Factors Driving True Customer Experience Transformation
Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand…
Infographic
May, 2021
How To Get Your Finance Function Up To Speed?
To keep pace in today's world, companies need timely access to business-critical data. Much of that…
Infographic
May, 2021
An Insurer's Journey To Digital Direct-to-Consumer Success
Digital Direct-to-Consumer (D2C) is showing the fastest growth in insurance, with an estimated market value of…
Blog
May, 2021
Convert Disputing Customers into Brand Advocates
Customer retention is critical to success. It can result in higher revenue per customer through cross-sell and…
Blog
May, 2021
How Are You Adapting to Today's New Retail Customer?
The Covid-19 pandemic has triggered breaks in sometimes long-established consumption patterns. Customer behaviors…
Blog
May, 2021
Why Make the Journey to D2C Alone When You Don't Have To?
A large number of insurers have now opened-up some form of direct-to-consumer (D2C) channel, but many still face…
Whitepaper
May, 2021
Transform Mortgage Servicing With Conversational AI
With the accelerating pace of change in the mortgage industry, servicing needs a new way to build stronger…
Blog
May, 2021
It's Time to Get to Know Your Customer. All Over again.
Pandemic or no pandemic, consumers want to be known, engaged, and rewarded. And brands are happy to oblige.…
Blog
May, 2021
5 Factors Driving Customer Experience Transformation
Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand…
Blog
May, 2021
5 Steps to Better Dispute Management in Financial Services
Every dispute is a source of customer friction. There’s been a significant rise in the volume of disputes across…
Blog
May, 2021
True Omnichannel Customer Experience Is Table Stakes Today
An overwhelming majority of today’s consumers rate customer experience as more important to their product…
Blog
May, 2021
How to Get Your Finance Function Up to Speed? Think Like a Private Equity Firm
To keep pace in today’s world, companies need timely access to business-critical data. <br/>Much of that…
Infographic
May, 2021
Transforming Customer Experience in Mortgage Servicing
Achieving seamless, unified engagement using a borrower-centric approach is crucial to delivering exceptional…
Blog
April, 2021
Your Journey to Direct-to-Consumer -- What Stands in the Way
The Covid-19 pandemic and resulting economic impact have dramatically changed customer needs, behaviors, and…
Infographic
April, 2021
Infographic - 10 Things You Need to Know About Online Reviews
Online chatter is key to driving buyers to your products and services, it can also drive prospective purchasers…
Blog
April, 2021
4 Ways to Leverage Price Transparency Data to Your Advantage
The Centers for Medicare and Medicaid Services’ new rule on hospital price transparency went into effect on…
Blog
April, 2021
Embracing creativity in times of change
When experiencing crisis and change - take a global pandemic for example - businesses and brands often need help…
Blog
April, 2021
Build Borrower Trust and Confidence by Transforming the Mortgage Servicing Customer Experience
Securing a mortgage is just the beginning of a commitment—and relationship—that’s likely to last for many years.…
Infographic
March, 2021
Infographic: Moderating Content -- Human vs. Machine
Fake news is 70% more likely to be shared than truth. In our Age of Misinformation, a better approach to content…
Blog
March, 2021
Balancing AI and Humans to Combat Misinformation
Never before has the internet — and information we consume — been in such a considerable state of flux. We’re…
Infographic
March, 2021
5 Ways Brands Can Be More Human in a Virtual World
The customer journey is increasingly consolidated on digital channels. That means modern brands must learn to be…
Infographic
March, 2021
Infographic: Your Prices Are Public. Now What?
The introduction of the Price Transparency of Hospital Standard Charges regulation has raised new challenges for…
Infographic
March, 2021
Infographic: Top 5 Factors Standing in the Way of Smart Home Adoption
Learn about the top five customer service and support factors impacting the purchase and adoption of connected…
Blog
February, 2021
Auto Loan Portfolio Risk Management
Do you have a single source of truth to manage and mitigate the risk associated with your auto loan asset…
Blog
February, 2021
Being Human in a Virtual World
The Covid pandemic has brought great change to customer experience trends. Brand relationships that were once…
Blog
February, 2021
Top 5 Support Factors Influencing the Purchase and Adoption of Connected Consumer Devices
Over the past 10 years, the technology landscape in US homes has evolved significantly. The proliferation of…
Blog
February, 2021
Your Prices Are Public. Now What? Make Price Transparency Your Differentiator.
As the new Price Transparency of Hospital Standard Changes regulation goes into effect, your organization needs to…
Blog
February, 2021
Privacy to Primacy: Transforming Remote Interactions into Winning Experiences
Here are Sutherland's top Customer Experience predictions for 2021.
Infographic
January, 2021
Top 4 Imperatives to Ensure Remote Workforce Security
Adopting and maintaining a large-scale remote work model comes with a range of security risks. Organizations…
Blog
January, 2021
The Most Important Quality in a Finance Employee?
As we enter an increasingly automated world, talent cultivation and retention must adjust accordingly.
Blog
December, 2020
Staying Hospitable During A Pandemic
While COVID 19 has inflicted a devastating blow, it is fascinating to see how the industry has quickly adapted and…
Blog
December, 2020
3 Ways to Future-Proof Your Content
Factors like the focus on digital, rise of personalization, and explosion of different channels have emphasized…
Blog
November, 2020
3 Reasons Intelligent Automation Is the Future of Finance
Where a finance and accounting (F&A) department sits in terms of digital maturity often reflects where an…
Blog
November, 2020
Meet Your New CFO: A Futurist and Strategic Business Partner
Prior to the onset of digital transformation, a Chief Financial Officer (CFO) was captain to an organization’s…
Blog
November, 2020
The Reality of Managing a Remote Workforce
As remote work remains a reality, organizations must keep employees engaged, encourage productivity, and equip…
Blog
November, 2020
How Machines Can Help Your Human Employees Work More Productively From Home
As businesses support their remote workforces, leaders are exploring how to better use technology to provide…
Blog
November, 2020
4 Must-Haves to Secure Remote Operations
As employees work from home, hackers can compromise vulnerable personal networks & devices to steal data.…
Blog
November, 2020
Why Employee Happiness Is Critical to a Successful Remote Workforce
As organizations embrace remote work as the new norm, employee happiness must remain a top priority. Learn how to…
Blog
November, 2020
Creating Customer Loyalty Through Content Experience
From storefront content creation to product listings and SKU management, we create high-quality content that…
Blog
November, 2020
Understanding the Human Element of Moderation
By identifying inaccuracies and flagging malicious or inappropriate posts for removal, moderators help users enjoy…
Blog
July, 2020
The Guardian of Customer Experience: Highlights from Our Content Cafe
Content Cafe Recap
Blog
May, 2020
Sutherland Carebot: Enabling HR Help Desks and Customer Care Teams Amid COVID-19
Enabling HR Help Desks
Point of View
Whitepaper
October, 2018
Improving Business Continuity With A Geographically Diverse, Remote Workforce
Blog
September, 2018
Sutherland and Google Cloud Help You Rapidly Respond to Changing Market Conditions
Whitepaper
January, 2018
Evolving from Enterprise Help Desk to End-User Focused Next Generation IT Service Desk
Blog
December, 2017
RoboOps: Embracing Intelligent Automation for Higher Quality Business Operations
Whitepaper
November, 2017
5 things your organization can do right now for exceptional customer experiences
Whitepaper
November, 2017
Gaining Competitive Advantage Through Digital Transformation of Your Business Processes
Whitepaper
October, 2017
Should You Use Jamaica for Healthcare Services? Ask Your Competitors, They’re Already There