2024-04-23 14:32
Customers today have high expectations, and it’s up to you to meet them. They’re used to highly digital and personalised experiences, which mean they won’t stick around whe… Read More
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Why Leveraging Data Creates More Personalized Customer Experiences. Blog
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Consumers love personalization. Data powers personalized customer experiences. Examples are Spotify, Amazon, and a long list of others. Learn more
2024-04-23 14:23
Recent AI advancements democratize technology, facilitating widespread adoption and success in cost reduction, enhanced experiences, and revenue growth. Sutherland's proficiency lies in stra… Read More
2024-03-07 16:39
The Challenge
Addressing Financial Pressures With the Right Automation Expertise
One of the largest third-party loan services in the US, this company offers auto loans and financial service… Read More
2024-03-07 09:57
The Challenge
Modernizing Labor-Intensive Business Processes
Serving over 11 million customers across the US and Canada, this digital bank is a top 25 U.S. financial holding company. They p… Read More
2024-02-19 12:46
As the digital landscape continues to evolve at an unprecedented pace, network operators face mounting challenges. The increasing complexity of telco networks has left them overloaded, overw… Read More
2024-02-06 16:25
The Fintech industry had a difficult 2023. Rising interest rates, higher inflationary pressure, mounting delinquencies, and dried-up low-cost funding made it difficult to raise capital, leav… Read More
2024-01-11 07:38
We're all discussing transforming processes and systems to elevate customer experience, enhance operational efficiency, and boost organizational success. But, what's the key to getting it ri… Read More
2023-12-11 07:10
The Challenge
Creating a Global Delivery Center To Support Expansion
A top 10 public accounting firm, they operate throughout the US and around the globe, offering accounting, tax, audit… Read More
2023-10-10 07:55
The Challenge
Outdated hardware was one of the biggest challenges affecting IT operations at WKC – especially, the unsupported Solaris operating systems, which posed a critical risk… Read More
2023-07-25 16:07
Many organizations today are making big investments in business processes that start and finish before a customer ever buys something from you.
Identifying new prospects, converting them to… Read More
2023-06-30 08:06
News is buzzing this week over Apple and Qualcomm’s ongoing legal disputes, which came to an abrupt settlement on April 16th in court. For more than two years, the two tech titans have… Read More
2023-06-28 12:25
Employees today are busier than ever. On a daily basis, employees face mounting pressure to work harder, smarter and faster in an effort to keep up with today’s changing world. What&rs&hell…Read More
2023-06-28 09:21
Move over, AirPods—Alexa will soon be buzzing in consumers' ears if Amazon has anything to say about it. In a new effort to take digital voice assistant Alexa mobile, Bloomberg reveals… Read More
2023-06-28 08:04
The objective of a revolution is a better construct, a new norm, or a complete change. A revolution transforms outdated into optimal.
The business intelligence revolution currently un… Read More
2023-06-22 13:47
Challenge
Facilitating Further Growth Without Business Service Disruption
Growing over 40% per year, our client was truly global, with international money transfers to over 170 countries, i… Read More
2023-06-20 14:28
Scaling your FinTech business shouldn’t compromise your ability to innovate.
But you need the right operating model to do so.
Discover how you can make the complex simple with our suit… Read More
2023-06-15 14:12
Challenge
Optimizing Fragmented Processes to Overcome Operating Headaches
Ranked as one of the largest financial technology providers, our client has a global footprint. But their siloed op… Read More
2023-05-31 08:13
Challenge
Supporting Rapid Growth Without Additional Operating Cost
As a large financial services company and one of the first peer-to-peer lenders, our client’s business had seen sig… Read More
2023-04-27 13:43
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2023-04-03 15:12
Banks and financial institutions around the world are throwing huge sums at AML compliance by adding more people, processes and technology. Yet expectations, particularly regarding customer… Read More
2023-03-16 13:33
Financial institutions are feeling the pressure from both sides when it comes to Anti-Money Laundering (AML).
Firstly, regulators have made it clear they expect to have policies and procedur… Read More
2023-03-13 11:33
The Challenge
Reducing Manual, Repetitive Processes
Mosaic is a leading financing platform for U.S. residential solar and energy-efficient home improvement projects.
Mosaic sales administ… Read More
2023-03-13 08:31
Banks and financial institutions (FIs) can distinguish themselves from competitors by providing a transformative customer experience (CX) that strengthens consumer relationships, builds trus… Read More
2023-02-06 15:50
Problem
The telecommunications partner provides installation and repair tech support to its field technicians serving tens of millions of US-based telecommunications and satellite customers… Read More
2023-02-06 15:49
The Challenge
Meeting Demand in Testing Times
With every business feeling the effects of the pandemic, our client was no different. Their North American customers were beginning to experien… Read More
2023-02-06 15:49
Your company may work toward one-click purchases, but are you putting the same amount of energy into your return process? By focusing on end-to-end customer experience, companies are more eq… Read More
2023-02-06 15:48
Digital transformation is often viewed as a means of revolutionizing the technologic nuts and bolts of an organization to create more efficient business processes and outcomes. What often ge… Read More
2023-02-06 15:47
Customization is like catnip to consumers—dangle it in their faces and watch them go nuts for it, desiring more and more over time. Look no further than the popularity of apps like Bit… Read More
2023-02-06 15:46
It’s easy for people to shrug off a corporation actively seeking to do good in the world as a desperate attempt for favorable PR to disguise their true intentions: making a profit. And… Read More
2023-02-06 15:46
It’s not an understatement to say that most enterprises today have more data than they know what to do with it. IBM discovered that we create nearly 2.5 quintillion bytes of data each… Read More
2023-02-06 15:45
Historically, new technologies both displace and create jobs, leading to disruption in the labor market. As technology continues to invade every facet of our lives, the future of work become… Read More
2023-02-06 15:45
A phrase like “design thinking” probably sounds to many like some throwaway fad or trend, one that promises way more flash than it does substance. That could not be further from… Read More
2023-02-06 13:35
2023-02-06 13:35
2023-02-06 13:35
Misinformation is rampant.
This is especially true in light of the pandemic, 2020 Presidential Election, and resulting increase of false stories on social media. As inaccurat… Read More
2023-02-06 12:28
The Challenge
Driving Reliability and Customer Satisfaction
OneTrust International LLC is based in San Juan, Puerto Rico and is one of the fastest-growing private companies in Puerto Rico t… Read More
2023-02-06 12:27
Problem
Our client struggled to maintain competitive for their private-label credit cards and their own bankcard with their past provider. To remain competitive in servicing both lines of b… Read More
2023-02-06 12:27
The Challenge
Less Expenditure, More Efficiency.
Genesis Financial Solutions were looking to make their credit dispute management process more efficient and reduce operational expenditure… Read More
2023-02-06 12:26
The Challenge
Streamlining F&A Processes
in the Midst of a Pandemic
In December 2019, our client made an acquisition with a transition deadline for all finance and
accounting services… Read More
2023-02-06 12:25
Problem
Our client needed to transform its customer experience, and improve transaction monitoring and Quality Assurance (QA) audits for sales and customer service. The client chose Sutherl… Read More
2023-02-06 12:25
Problem
The client needed an unconventional partner to transform and operate their end-to-end management of their mortgage process. Furthermore, the client’s mortgage process needed o… Read More
2023-02-06 12:24
Problem
Our client manages information for 400 million consumers worldwide, and was looking for a way to increase sales conversion rates while improving the customer experience. Not to ment… Read More
2023-02-06 12:24
Problem
The company’s nationwide network of more than 70,000 distribution locations and 130,000 reload sites serves the estimated 68 million underbanked consumers who do not have a tr… Read More
2023-02-06 12:23
Problem
The bank had struggled to find an easy way to authenticate customer calls coming into their contact center. Handling over 200,000 voice calls per month, the bank needed the ability… Read More
2023-02-06 12:22
Problem
Prior to engaging Sutherland, the client lacked workflows and visibility into the status o± loans in the origination process. Lack of process and visibility created confusion… Read More
2023-02-06 12:22
Problem
The client required a servicing organization to take over the operation of its home equity conversion mortgages (HECM) and subordinate note servicing for their portfolio. The portfo… Read More
2023-02-06 12:21
Problem
Our client struggled to properly manage staff levels to match the needs of their business. As a leader in providing tax preparation services across the US, the client lacked a flexi… Read More
2023-02-06 12:21
Problem
Our client is a trusted brand in providing primary transaction accounts to people turned away by banks. It grew significantly year-over-year by mergers and acquisitions of other pre… Read More
2023-02-06 12:20
Problem
Our client was looking to enhance their talent to support loans verification, retention/marketing, collections, and documents processes. Inadequate training, inexperienced leadershi… Read More
2023-02-06 12:20
Problem
Not all customers who embark on a relationship with the client by applying for a refinance mortgage loan, complete the process. Regardless of reason, when customers do not complete… Read More
2023-02-06 12:19
Problem
The company handled loans in-house and lacked formalized processes. Applications were taken by collecting information from the borrower without supporting documentation, which often… Read More
2023-02-06 12:18
Digital transformation (DX) is the process of using digital tools and technologies to create new — or modify existing — business processes, culture, and customer experiences. For… Read More
2023-02-06 12:17
Business process management (BPM) as a methodology and as a practice is all about transforming the way business gets done. Defining the strategy and goals for BPM process management is the f… Read More
2023-02-06 12:17
Want to improve your company’s customer experience strategy? Start with improving your employees’ engagement.Highly engaged employees help their companies improve customer relati… Read More
2023-02-06 12:16
At Sutherland, our corporate social responsibility strategy centers on three main pillars: community, workplace, and environment all of which lend themselves to making the world a better pl… Read More
2023-02-06 12:16
Transitioning from its parent company’s shared services center, the company encountered many challenges with its finance and accounting and back office processes. Particularly, the qu… Read More
2023-02-06 12:15
If our first and second posts in this digital series for financial services companies didn’t offer enough ideas, we’re looking forward to sharing ideas on the trending topic of a… Read More
2023-02-06 12:15
In today’s rapidly evolving, customer-driven landscape, mortgage executives need to reduce the cost of operations, expedite processes, and improve the customer experience. While many e… Read More
2023-02-06 12:15
MiFID II is legislation instituted by the European Union (EU) to regulate financial markets in the bloc and improve protections for investors. It standardizes practices across the EU and res… Read More
2023-02-06 12:14
Following on our recent post about how to optimize the customer experience, however increasingly important is the use of data analytics for financial services companies. Enhanced data analyt… Read More
2023-02-06 12:14
Our last blog post was dedicated to the foundations of healthcare in the digital era. In this post – the second in our five-part series devoted to healthcare’s digital future &nd&hell…Read More
2023-02-06 12:13
IDC reports that 85% of enterprise decision-makers believe they only have two years to make significant progress in digital transformation before they fall behind competitors and suffer fin… Read More
2023-02-06 12:09
On the outside, digital transformation can come off as self-serving. Sure, there are techniques and strategies that prove beneficial to a company’s customers, but digital transformatio… Read More
2023-02-06 12:08
To keep up in today’s ever-changing digital economy, enterprises must constantly refresh business models and embrace digital maturity. This is achieved through digital transformation… Read More
2023-02-06 12:07
Digital technologies are transforming financial services and shaking up how business is done. In fact, 80 percent of Americans today prefer to manage their finances digitally [1]. Banks and… Read More
2023-02-06 12:06
By 2021 the term ‘Super App’ had become commonplace in China, but what can we learn from this growing trend? In this short series we try to unpick if SuperApps are a fad, or the… Read More
2023-02-06 12:03
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… Read More
2023-02-06 12:03
2022-12-16 06:48
Sutherland has been recognized as a leader in customer experience and finance and accounting transformation services by ISG, a leading global technology research and advisory firm. Two recen… Read More
2022-12-16 06:08
Today’s mortgage process can be stressful for the end consumer. That’s why Sutherland recently released a transformative app to at the Digital Mortgage Conference that will exped… Read More
2022-12-15 13:06
When it comes to the future of work, enterprises need to hit it with a block – blockchain, that is. The still nascent technology is finally coming into its own, and savvy business lead… Read More
2022-12-15 11:19
As the Vice President of Digital Solutions at Sutherland, Jeff Mortlock has to operate both vertically and horizontally, with everyone looking to him for guidance as the digital era truly as… Read More
2022-12-15 10:14
As Sutherland's Finance Transformation Practice leader, I am often asked what impact I anticipate automation will have on the finance organization - and how I foresee it impacting the curren… Read More
2022-12-15 10:08
Shon Bogar Jr. may not have been considered an “at-risk” or troubled student, but at the start of his senior year in high school he was carrying a 1.2 grade-point average (GPA)… Read More
2022-12-15 09:40
Social media is often where people go to raise their voice, to have a say about something.
Only now, that’s true in a more literal sense. A few weeks ago, Twitter unveiled a new… Read More
2022-12-15 09:39
Ocean Spray’s viral TikTok moment. Zappos’ Customer Service for Anything hotline. Cottonelle’s #ShareASquare It’s fair to say the pandemic has fundamentally changed t… Read More
2022-12-15 09:38
Experience-led business transformation — often powered by intelligent automation — is an integrated approach that involves business acumen, process consulting, data insight and d… Read More
2022-12-15 09:38
2022-12-15 09:37
The global crisis brought on by the COVID-19 pandemic along with lockdown measures and social distancing norms has fueled the need for social interaction and connection. The world has seen a… Read More
2022-12-15 09:28
Today’s healthcare industry is increasingly consumer-driven by the patient’s perspective of the hospital staff, hospital environment, and overall quality of care and experience… Read More
2022-12-15 09:27
The 2016 Presidential Election changed everything. It bred paradigm shifts across all sectors, including the uprising of fake news within digital media. The phenomenon spread misinformation… Read More
2022-12-15 09:26
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 cus… Read More
2022-12-15 09:25
Customers expect their needs to be satisfied every time they engage with a brand. If an organization fails to deliver at any moment, it could trigger the end of the relationship. Of course… Read More
2022-12-15 09:24
In today’s digital economy, consumers expect companies to leverage the latest technologies and engage at every possible touchpoint. That requires an omnichannel engagement strategy to… Read More
2022-12-15 09:23
US fintechs continue to transform the financial services landscape. They raised $12.8 billion in Q1 of 2021, a 220 percent YoY increase in investments [1]. Driven by consumer adoption, finte… Read More
2022-12-15 09:22
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. Non-cash tr… Read More
2022-12-15 09:21
2022-12-15 09:20
Early in the 2010’s, Technology, Media and Communications (TMC) companies were perceived by customers as innovators that deployed cutting-edge digital applications. In fact, the 2014 b… Read More
2022-12-15 09:19
We recently hosted an enlightening discussion between our own Donna Tuths, Chief Transformation and Innovation Officer, and Melissa O’Brien, Vice President of Customer Engagement, Reta… Read More
2022-12-15 09:18
Where a finance and accounting (F&A) department sits in terms of digital maturity often reflects where an organization sits as a whole. That’s because the modern-day Chief Financia… Read More
2022-12-15 09:16
Social media is the new watering hole.
It’s where we go to socialize, connect, learn. It’s a feed of experiences, filling our devices and lives with new information. But with thi… Read More
2022-12-15 09:15
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 depl… Read More
2022-12-15 09:15
As we enter an increasingly automated world, talent cultivation and retention must adjust accordingly. This rings particularly true for finance and accounting (F&A) teams, who are often… Read More
2022-12-15 09:13
This article was originally published by Financial Director on November 12, 2019.
Prior to the onset of digital transformation and recent technology advances, a Chief Financial Officer (CFO)… Read More
2022-12-15 09:11
2022-12-15 09:10
Across industries and organizations, digital technology is disrupting and transforming job functions and responsibilities. Though the specifics of these digital transformations differ, the g… Read More
2022-12-15 09:05
2022-12-15 09:04
Like other major industries, 21st-century banking has been dramatically transformed by technology, big data and analytics, and innovation. For an industry that is intrinsically unsteady and… Read More
2022-12-15 09:02
When you think of the word “shopping,” what comes to mind?
While some reminisce on the days of malls, department stores, and pretzel stands, others will think of a mid-day… Read More
2022-12-15 08:55
As switching SaaS providers continues to get easier, the goal of reducing churn and improving retention can be a challenge. To help, the primary goal of Customer Success (CS) is to ensure su… Read More
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