Name: Redefining Customer Experience with Human-AI Synergy
Start: 2025-05-22T04:30:00Z
End: 2025-05-22T04:31:30.000Z
Location: BrightTALK
Rating: 0

At Sutherland, we unlock digital performance and deliver measurable results. As a global leader in business transformation, we drive impactful outcomes across industries like Healthcare, Insurance, Technology, Retail, Banking and more.

With 200+ patented inventions in AI and advanced technologies, we tailor solutions to optimize operations, enhance experiences, and drive innovation.

Our 38,000+ professionals across 60+ global centers combine human expertise with cutting-edge technology to deliver transformative results and strengthen partnerships.

Through our unique “as-a-service” model, we turn challenges into opportunities for iconic brands worldwide.

Key Takeaways:

How to utilize AI to accelerate loan processing, detect fraud, personalize customer engagement, and automate onboarding.
Ways to seamlessly integrate AI with legacy systems to create scalable, unified BFS operations.
Address data silos and equip the workforce for AI-driven transformation.
Automate routine tasks to enable employees to focus on strategic, high-value activities.
Discover success stories showcasing cost reduction, faster processing cycles, and improved customer satisfaction.
Drive business agility through continuous innovation and adaptive AI strategies.
In today’s rapidly changing financial services landscape, 70% of BFS firms recognize automation as critical for future growth. Yet, outdated processes and fragmented systems cost the industry billions each year.

Embracing Wave 2.0 of automation is key to overcoming these challenges and transforming operations with Intelligent Automation and AI. Watch our industry experts as they share actionable insights and real-world success stories that provide a clear roadmap for navigating the next frontier of BFS innovation.

Embracing Wave 2.0: Transforming BFS Operations with Intelligent Automation & AI

Discover how AI-driven automation is transforming insurance claims by improving efficiency, reducing operational costs, and enhancing customer experience.
Industry experts from Sutherland, Five Sigma, and Everest Group, discuss key trends in AI-powered claims processing, compliance, and indemnity optimization.
Watch now to explore the future of AI in claims management.

Accelerating Claims with AI: From FNOL to Settlement

The fintech sector has shown a strong resurgence and potential breakthrough. Are you prepared to seize the opportunities that lie ahead? Watch an on-demand webinar that delves into the exciting prospects and challenges facing fintech firms in the coming times.
In this dynamic session, industry experts provide invaluable insights into the factors driving the rebound in the fintech sector. From emerging trends and technological innovations to regulatory developments and market dynamics, explore the key forces shaping the future of fintech.
Discover actionable strategies, real-world examples, and best practices to position your firm for success in the rapidly evolving fintech landscape.
This session covers emerging trends within these key areas:
• GenAI
• Fraud & Compliance
• Digital banking
• AI-driven solutions
• Regulatory developments 
Whether you’re looking to accelerate growth or seeking to optimize operations, this webinar is a must-attend event for anyone keen on navigating the ever-changing fintech landscape with confidence and success.

Fintech Rebound: Unveiling Opportunities for Future

Future-facing companies have begun to dramatically rethink the contact center. They see it as a source of value generation for business and customers alike, thanks to ever-improving data analytics and AI that help agents engage with customers more proactively and personally.

We’ll share a case study of how a consumer packaged goods behemoth embarked on a digital transformation march to evolve their customer experience, their employee experience and deliver for shareholders. We’ll share details on the steps they took, the technology implemented, the business decisions made, as well as lessons learned along the way.

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

The future of customer care is already here for early adopters. They’ve reimagined customer service as experiential and pleasurable rather than just functional and tolerable. But those companies remain in the minority. Gartner has reported that 89% of companies now compete primarily on experience and those that excel at experiences are five times more valuable than those that do not.

So, where will your company be when the future arrives?

The answer will depend largely on how quickly and fully you embrace seven key trends that are transforming today’s customer experience (CX) and, by extension, customer care. In this webinar, we will share these trends as well as how businesses have started to put themselves well ahead in transforming their customer-care function from a cost center into a sales and profit engine.

Top Trends driving the future of customer care

We’re excited to offer you exclusive access to the recording of our recent webinar, “Leveraging Automation to Optimize Provider Data and Network Management.” Now’s your chance to catch up on the actionable insights and strategies shared by experts from Sutherland and MultiPlan.

Why Watch This Webinar?

In this session, industry experts explored:

Automation Benefits: How to enhance accuracy and efficiency in provider data management.
Streamlined Network Management: Proven strategies to improve processes and outcomes.
Real-World Success Stories: Organizations leveraging technology for operational excellence.

Leveraging Automation to Optimize Provider Data and Network Management

As remote work continues to redefine how businesses operate, the stakes are higher than ever. How do you protect sensitive customer data, maintain compliance, and ensure employee privacy, all without missing a beat on productivity?

Imagine bringing brick-and-mortar-level security to a fully remote environment, safeguarding confidential data and maintaining compliance while empowering employees to work smarter and safer. Join our webinar to discover:
 - How to protect sensitive information without compromising privacy.
 - Strategies to turn remote work into a driver for ROI, improved employee satisfaction, and diversity goals.
 - Actionable solutions to secure and optimize your distributed teams effectively.
Your workforce is everywhere, your security should be too. Watch now to learn more.

Delivering Security for Remote Work Environments

Explore how Intelligent Document Processing (IDP) is transforming document workflows and driving efficiency across industries. In this exclusive webinar, industry experts share insights on cutting-edge technologies, innovative practices, and key trends shaping the future of document management.

What’s Inside:
 - Insights into OCR and ICR technologies
 - Evolution of data extraction platforms
 - AI’s influence on market trends
 - Overcoming challenges with traditional methods
 - A preview of future innovations, including Sutherland Extract
 - Expert tips on data security and compliance

Unlock the potential of IDP to enhance your business operations. Watch now to see how Sutherland Global Services is leading the way in document processing innovation.

Intelligent Document Processing: Evolution, Trends, and Way-Forward

Revolutionizing Travel with AI: Creating Connected Experiences 

Artificial Intelligence is transforming the travel industry, redefining how brands engage with customers and deliver exceptional experiences. From driving operational efficiency and streamlining logistics to enabling greater personalization and convenience, AI is reshaping the way we travel and meet evolving customer expectations. 

The key question: How can travel providers fully harness the potential of AI to create seamless, connected experiences? 

Watch this on-demand webinar to uncover actionable insights on how to: 

- Leverage customer data: Utilize advanced analytics to unlock actionable intelligence, enabling tailored experiences that drive loyalty and satisfaction. 
- Enhance the agent and employee experience: Optimize processes to ensure smoother operations, creating frictionless journeys for both customers and staff. 
- Integrate AI with human intelligence: Combine the best of both worlds to deliver enriched support at scale and speed, ensuring personalized care at every touchpoint. 

Discover how your organization can unlock the full potential of AI to redefine travel experiences and stay ahead in an increasingly competitive market.

Transforming Travel: The Power of AI-Driven Customer Experience

The finance landscape is undergoing a profound transformation, driven by the demands of today’s competitive business environment. Speed, accuracy, collaboration, and actionable insights are now paramount for finance leaders aiming to stay ahead. Traditionally seen as a back-office function, finance is now recognized as a key player in shaping brand reputation and fostering stakeholder loyalty. 

This evolution toward experience-centric finance is becoming a critical differentiator. According to a recent Everest Research survey, nearly 70% of finance executives now prioritize stakeholder experience as a core driver of business value from the finance function. 

At the heart of this transformation lies the integration of experience metrics into finance operations, going beyond traditional measures like cost and productivity. Experience-centric approaches focus on simplicity, transparency, and user-friendliness. With advancements in AI and analytics, finance teams are now able to deliver more personalized, efficient, and seamless processes and interactions. 

Watch the recorded panel to explore how you can unlock the full potential of experience management in finance, including: 

- Overcoming key challenges and leveraging success criteria for integrating experience management into finance operations. 
- Harnessing AI and analytics to drive process efficiency and deliver personalized stakeholder experiences. 
- Strategies for addressing fragmented data landscapes and overcoming resistance to change. 
- Designing seamless communication pathways to enhance customer journeys. 

Discover actionable insights and innovative strategies to transform finance into a growth enabler for your organization.

Experience Management: Unlocking Value in Finance Transformation

Navigating the Complexities of Personalization in Customer Experience 

Consumers today have a love-hate relationship with personalization. While they desire tailored experiences, they often resist when those efforts feel invasive or miss the mark. Crafting truly personalized customer experiences is as varied and nuanced as the customers themselves. To succeed, companies must strategically integrate personalization across critical moments in the customer lifecycle, backed by robust planning, actionable data, and advanced technology. 

In this insightful webinar, guest speaker Jessica Liu, Principal Analyst at Forrester, will delve into: 

- The current landscape of empowered consumers. 
- Consumer perceptions and attitudes toward personalization. 
- The essential role of strategy, data, analytics, and technology in enabling successful personalization programs. 

Joining her, Sutherland's Sanjay Reddy, SVP Retail, and Nic Gordon, SVP Connected Intelligence, will explore: 

- The foundational importance of addressing customer data challenges, such as eliminating silos, resolving fragmentation, and ensuring data collection and privacy compliance, to create a strong base for personalization. 
- Leveraging data and analytics to build actionable customer intelligence. 
- The critical role of omnichannel engagement and how data fuels seamless interactions. 
- How personalization can transform and elevate often-overlooked channels, such as customer service. 

This session provides actionable insights to help organizations unlock the potential of personalization and deliver experiences that resonate deeply with customers.

Unlocking Hyper-Personalization That Your Customers Really Want

AI is reshaping customer experience, but its true potential lies in Human-in-the-Loop (HiTL) models and Agentic AI—where human expertise enhances AI’s decision-making, and AI autonomously drives seamless, proactive, and personalized interactions.
For Technology and Communications, Media, & Entertainment (CME) enterprises, balancing automation and human judgment is critical to delivering superior customer experience while optimizing costs.

Join Doug Gilbert (CIO & Chief Digital Officer, Sutherland) and Sriram Panchapakesan (CEO—TMT & Europe, Sutherland) as they discuss how HiTL and agentic AI are revolutionizing CX and what this means for CX leaders in the Tech and CME industries.

This webinar is designed for: 
CX Leaders & Executives – VPs, Directors, and Heads of Customer Experience, Service, and Support
Technology & CME Business Leaders – Digital Transformation Heads, Product Owners, Customer Success Leads
AI & Automation Strategists – Leaders focused on AI-driven CX innovation
Contact Center & BPO Leaders – Those exploring AI-driven customer engagement & automation

Redefining Customer Experience with Human-AI Synergy

Customer Experience

Automation

HiLT

Get powerful marketing data and analytics insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the analytics that quantify your investments.

Data and Analytics

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Redefining Customer Experience with Human-AI Synergy

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