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Sutherland - CX Services in Retail and CPG

Vendor Analysis

by Ivan Kotzev

published on Aug 15, 2019

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Report Overview:

This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in CX Services in Retail and CPG

Who is this Report for:

NelsonHall’s Customer Experience Services in Retail and CPG 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 customer experience services offerings and capabilities, and market and financial strengths in the retail and CPG sectors, 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:

Sutherland positions as a turnkey BPS provider for the retail and CPG clients, offering transformation services, platforms, front and back process consulting and re-engineering, and people. It aims to drive P&L effectiveness and deliver business outcomes such as NPS, overall sales, or LTV, while measuring and predicting business performance.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Outlook

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