Digital Transformation Strategies Powered by Customer Insights
It’s no longer enough to digitize only at the edges – successful experiences rely on fully integrated change, from customer-facing functions to operational processes.
As a digital transformation partner, Sutherland brings a consultative approach, integrating design thinking, advanced analytics, AI, omnichannel experiences, digital engineering capabilities, and domain-led digital solutions. We help clients:
- Build a strong digital foundation with the right, data, AI, technology, and innovation investments
- Leverage data insights to identify key value-add opportunities
- Align internal and external stakeholders to achieve program success
- Future-proof your strategies with innovative digital solutions
- Accelerate execution, with value delivered at every step, with respect to client’s north-star objectives
Our Solutions
Delivering simple, frictionless and personalized experiences and processes with automation and AI-powered solutions.
Insight and Design Labs
The key to a successful digital transformation strategy is tying it to customer outcomes. Sutherland Insight and Design Labs specialize in using proprietary methods, design thinking, and human and data insights to create insight-driven customer journeys that help design next-gen experiences and processes for enterprises.
Experience-Led Transformation Toolkit
We partner with you to create and implement an experience-led and digital transformation roadmap. We leverage insights from the voice of your customers, employees, partners, and competitors to design your transformation journey and services plan and build your business and technology roadmap and business case.
Service Design and Process Transformation
We help you improve operational effectiveness and optimize costs with an end-to-end process transformation. Our services span:
- Journey mapping
- Process re-design and simplification
- Technology, data, and platform solutions
- Advanced analytics and AI enablement
Growth and Customer Success Solutions
We partner with you to develop personalization strategies and capabilities across sales and service to:
- Drive increased loyalty and growth with the existing customer base
- Mitigate churn while increasing retention and maximizing customer lifetime value
- Improve lead quality and customer acquisition
Cost-Optimization Solutions
We help drive operational efficiencies across major functions and processes in your business, reducing costs across front-, middle-, and back-office functions. We leverage solutions including:
- Digital operations
- Business Process as a Service
- Workforce optimization
Social Media Strategy, Social Care, and Communities
We help enhance brand visibility and engagement across your digital platforms to increase customer loyalty. Our services help:
- Deliver customer support at scale through social and messaging channels
- Foster online communities to promote self-service
- Convert negative online reviews to positive scores and experiences
- Capture experience insight across social channels, including competitive analysis and real-time monitoring of emerging issues
Unlocking Digital Performance
Accelerate Value Delivery
Ensure focus on value outcomes at every stage of the transformation roadmap and deliver measurable business outcomes.
Customer and Employee Delight
Drive simple and frictionless experiences and processes, based on customer and employee insights.
Stakeholder Alignment
Mitigate one of the key risks in a transformation landscape – aligning stakeholders to common goals, priorities, and roadmap.
Design for the Future
Deploy solutions powered by data analytics, AI, and other market-leading technologies aligned to customer and employee needs, behaviors, and future experiences.
We have successfully designed and executed comprehensive experience-led transformations. Here are some success stories:
Produced comprehensive research insights on the needs and behaviors of different personas (including Gen Z)
Defined an overarching digital strategy, focused on reimagined digital and human experiences
Generated critical customer insights, drawing upon voice of customer, voice of employees, mystery shopping, immersive field research, and leading practices from within and outside the industry
Conducted collaborative design sessions to conceptualize and refine the reimagined experiences
Create prototypes and tested with customers and employees
Developed the technology, data and integration architecture, including design decisions with client IT
Led and collaborated in the development and launch of the final customer solution, resulting in a seamless and enhanced customer experience
Supporting Exponential Growth for Leading Digital Marketplace
- Reinventing care; defining and enabling next-gen experiences
- #1 ranked partner in all participating markets
- 40% improvement in productivity
- 42% reduction in cost per contact
Designing Next-Gen Sports Fan Experiences
- Reimagining experiences, operations, and digital technology for a major sports team and their next-gen venue
- Initial design and simulations created for the end-to-end journey, including booking, parking, entry, wayfinding, food and beverage, and entertainment, leveraging digital technologies and data to drive frictionless experiences
Experience Transformation for Global Logistics Leader
- Transforming the global experience model for care, support, and back-end processes
- Proactive design and simulation of future app experience
- 40% productivity savings through analytics and intelligent automation
