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HfS Research names Sutherland a ‘High Performer’ for Travel and Hospitality

By “leading travel and hospitality clients with design thinking and sophisticated customer interactions,” Sutherland landed HfS Travel’s coveted “High Performer” designation in the analyst’s first-ever report evaluating providers in the travel vertical. Sutherland also ranked third out of 16 providers on the HfS innovation axis in the report.

As a result of this disruption, travel and hospitality companies are laser focused on differentiating through experience and making the most of their customer loyalty programs and opportunities to engage,” it said. And customer experience is “everything” in travel and hospitality, the report further said.

HfS Research is the leading analyst authority and global community for business operations and IT services. The 2017 HfS Blueprint Report: Travel and Hospitality Customer Engagement Services offers a comparative analysis of the innovation and execution capabilities of service providers, and follows the evolution of the travel and hospitality services market to a more agile, consumer-centric As-a-Service Economy that includes increasingly diverse talent, analytics and platform-based services. HfS based the report on interviews with buyers who evaluated service providers and experienced their services, structured discussions with service providers and publicly available information such as investor analyst materials, website information and thought leadership.

The organization applauded Sutherland for four areas of strength: design thinking; omni-channel vision, service delivery execution; and use of analytics. Sutherland’s focus on design thinking stood out, HfS noted. “In particular the way that the service provider looks at employee-centric solutions that impact customer experience,” HfS said. “The Sutherland design labs give travel clients a chance to visit and explore options for implementing new solutions.”


For its omni-channel vision, Sutherland gained praise for its customer relationship management solutions. “Sutherland is investing in lightweight tech solutions to complement clients’ legacy tech and make processes more efficient – for example, using decision trees to help agents get to the right place faster,” HfS said. “For clients looking into automation options and in the early stages of evaluating emerging technology, a visit to the design lab is helpful to imagine the possibilities.

We are delighted with HfS’ recognition of our solutions and innovation,” Hemal Shah, Sutherland’s Global Head of Solutions, noted. “Our investment in people, technology and analytics platforms, coupled with our deep domain expertise help our clients meet business challenges, grow revenue, increase customer loyalty and boost their bottom-line.

In a recent example, Sutherland drove efficiencies and cost savings for Scandinavia’s largest airline as it consolidated its operational and support centers in Europe and Scandinavia.

It implemented new tools without compromise, completed a seamless transition on time and without negatively impacting daily operations and shifted all new technology architecture with no down time. The airline saw a 10 percent improvement in service levels, 10 percent reduction in abandoned calls and a 15 percent spike in sales.

HfS also reported positive feedback from Sutherland clients about its service delivery execution and use of analytics.

Clients noted Sutherland’s capability to scale quickly and increase sophistication of interactions throughout,” HfS said. “Clients found Sutherland to be stronger than average in their analysis of customer data and reporting capabilities. Their presentations are ‘not just spitting out numbers’ and the analytics around workforce management is above par. Sutherland's acquisition of Nuevora has added strength to its analytics capability.” 


Also in 2017, HfS Research honored Sutherland with its “High Performer” designation in its 2017 HfS Blueprint Report: Finance & Accounting As-a-Service, praising the company for its “refreshing growth strategy focused on human-centered process transformation enabled by technology.”

Sutherland is also in the “Winner’s Circle” for Digitally-Enabled Contact Center” and as “High Performer in Intelligent Automation” with other recent accolades from Verego, NelsonHall and Information Services Group (ISG), as well as new corporate positioning and a growing client roster, Sutherland has become the favored process transformation company of today and the future.

Download the Travel and Hospitality Customer Engagement Services HfS Blueprint Report