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Where a finance and accounting (F&A) department sits in terms of digital maturity often reflects where an organization sits as a whole. As Sutherland’s SVP of Business Process Automation, Timothy Leger, previously explained , that’s because the modern-day Chief Financial Officer (CFO) is less often a bookkeeper and instead a strategic changemaker driving innovation and automation initiatives. As part of this broad mandate, CFOs are increasingly exploring intelligent automation in order to boost productivity and improve executive decision-making. Intelligent automation fuses machine learning and artificial intelligence (AI) capabilities ...
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For many years, the hype surrounding artificial intelligence (AI) overshadowed its real-world impact. More recently, AI is delivering on its much discussed promise . This shift has resulted from an exponential increase in both computing power and available data. Today, 40% of marketing and sales teams say that machine learning algorithms are critical to their success. And by 2030, PwC expects AI to contribute up to $15.7 trillion to the global economy. However, our analysis is that businesses will need to more thoroughly understand how AI can drive real business impact to reach that lofty growth projection. For example, Gartner reports ...
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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 prioritize customer experience transformation achieve an average annual revenue growth rate of 15% over other companies. However, designing world-class customer engagements that foster long-term relationships is not easy. It requires organizations to undergo a transformation process that begins with customer journey mapping. What Is Customer Journey ...
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For lasting brand loyalty, a strong customer engagement strategy is key. Customer engagement means creating interactions that anticipate customers’ needs and ensuring that they are supported at every stage of the buyer’s journey. In increasingly competitive markets, it’s critical for enterprises to build personal connections with their customers. Many businesses view growth through the lens of new customer acquisition, however, customer retention is the backbone of any sustainable growth model. In fact, improving retention rates by just 5% can raise profits by 25% to 95%, according to Harvard Business Review . Moreover, investing in net new customers ...
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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 experience work in a wide range of industries for top tier companies globally. We utilize a time-proven process to help enterprises navigate the internal change management required to get their customer-facing business up to speed. Create a 360 View of Your Customer We manage the customer experience process from end-to-end, allowing us to gather considerable ...