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Blog Entry
Groupon's Sagarika Prusty on Laying the Foundation for a Smart Data Strategy

The more information brands collect on their customers, the harder it is to put all that data to good use – and the role of the data scientist is evolving with the times. In this interview, Know It All ( KIA ) Community Member and Director of Advanced Analytics at Groupon, ...


Blog Entry
The Weatherman Effect: Using Data to Improve the Customer Experience

Data is key to understanding customers and predicting behavior, intent and outcomes. But can customer experience analysts replicate the modern success of meteorology? Tornadoes, or as we call them here, twisters, are a common sight in Texas. 100 years ago, when we wanted to find out if a...


Blog Entry
Personalizing the Insurance Consumer Journey with a 360-Degree View

It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. But many of today’s organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. The insurance industry ...


Blog Entry
Customer Journey Mapping - How to Get Started

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, it is quid pro quo. Satisfied customers demonstrate greater brand loyalty. For example, organizations that...


Blog Entry
Sutherland and Google Cloud Help You Elevate Customer Experiences

Satisfaction and forward momentum are key for your customers. Your success depends on it. That’s why it’s essential for you to be supported by a dedicated customer experience provider. Elevating customer experiences is one of our main pillars. Sutherland’s managed services for customer...


Blog Entry
Best Practices for Personalizing the Customer Experience

With the rise of digital media, Big Data and AI-powered analytics, the era of bombarding consumers with generic promotional messaging is quickly coming to an end. Instead, customers are finding themselves with personalized recommendations based on their browsing history, marketing messages...


Blog Entry
How Can You Hyper-Personalize Customer Experience?

This HGS blog should help you answer these key questions: How can our company create a data strategy to personalize our customer experience? What technology works best for personalization of customer data? How do you measure customer data personalization? ...