Vendor Analysis
published on Jan 06, 2020
Report Overview:
This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in Cognitive CX Services.
Who is this Report for:
NelsonHall’s Cognitive Customer Experience Services report on Sutherland is a comprehensive assessment of Sutherland’s offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Sutherland cognitive customer experience services offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery sites.
Key Findings & Highlights:
In customer engagement transformation, Sutherland's design thinking approach aims to deliver highly personalized, one-on-one conversations with customers to enable brands to better compete on CX. The company labels this development stage 'Gen 1 of 1' where the hyper-personalization is achieved through the convergence of process transformation, cloud based digital technology, and the design work of the innovation labs.