Adapting to the New Retail Customer

Sutherland's Jeff Mortlock speaks at CCW Digital Online

Improve customer satisfaction or cut costs? Who says you have to choose?

Tomorrow’s customer care will be more relational than transactional, with a focus on long-term value creation.

AHT, FCR, CSAT, and NPS will carry less weight as customer care pivots from a cost center to a profit engine.

How Customer-Care Is Building Relationships and Becoming a Competitive Profit Center

Tomorrow’s customer care function is a profit center, not a cost center. In fact, for some brands tomorrow is already here.

Seven trends will transform customer care by 2030. Is your company alert to the changes?

QSRs ignore most customer intel. Not on purpose. There’s a digital solution for that. Don’t let your competitors beat you to it.

Customer opinion is a blind spot for QSRs. A big one. The good news? Digital solutions can solve the problem fast.

Digital solutions pave the way to better drive-thrus. Meeting QSR customers where they are requires tech-driven CX on the way to — and at — the window.

Today’s CPGs must rethink core promotional strategies. From loyalty programs to coupons, digital solutions lead the way to greater consumer engagement.

D2C can improve CPGs’ CSAT and costs. CPGs can convert widely disparate sets of consumer data into actionable intelligence that leads to profitable consumer engagement.

Read our case study about how Sutherland used AI and Analytics to put a global conglomerate’s automotive retail entity on the road to success.

In 2020, more than one-third of consumer-packaged goods brands (CPGs) started to develop direct to consumer (D2C) channels. This is a major shift for an industry that traditionally relied on retailers to distribute their products and to provide customer intelligence. This has forced many CPG firms to focus on learning more about their end consumers, what motivates them, and how they transact at the point of purchase.

After a year of sheltering in place due to COVID-19, drivers are eager to rev up their engines and get out on the open road again. They don’t just want to get back to their daily routines. They want to escape on vacation. For many, that means road trips.

View our case study on how Sutherland helped a global conglomerate expand their reach, reduce technology costs and more with cloud modernization.

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.

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.

Read our case study on how Sutherland helped a leading online e-retailer improve candidate touchpoints and experience with human capital management.

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

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.

Learn how we created a Talk to an Expert program for one of the world's largest e-retailers to provide customer support for issues, thus reducing returns.

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.

The last few years have represented an awakening around the many and complex issues related to data privacy.

Retail Transformation | Sutherland

Every customer journey requires a personalized experience. And, every customer expects it. Learn more about retail transformation.

Retail Transformation | Sutherland (short version)

Every customer journey requires a personalized experience. And, every customer expects it. Learn more about retail transformation.

Read how Sutherland used a collaborative digital strategy to help Petco create a seamless social customer experience & increase community user growth.

The retail titan has launched an Intelligent Retail Lab to monitor its stores in real-time. Is this the future of big-box shopping? Read more.

Read as we break down the 3 steps retailers should take to establish a digital transformation strategy that drives white glove customer service.

Make AI a competitive advantage for your retail business

RFID operates by using electromagnetic fields and radio waves to automatically identify and track digital data that’s encoded in tags or smart labels attached to objects.

Before embarking on making customers satisfied, look inward to make the people running the show happier. Read more here.

Design thinking engineers business processes to work smarter and empathetically. Read how design thinking puts humanity first in healthcare here.

View our case study on how Sutherland improved call resolution and employee satisfaction for Petco, a leading pet specialty retailer.

Sutherland Global used predictive analytics to recruit, train, and manage a team of fashion advisors to provide personalized shopping experiences.