design thinking

Designing and deploying automation to improve customer experiences

Designing and deploying automation to improve customer experiences

When a major global telecommunications firm needed to dial up a Process Transformation plan, they called on Sutherland to help...

A midyear Customer Experience check up​

As the year’s halfway point has come and gone, it’s time for a health check: Is your company creating winning...

HfS Research expert Barbara McGann lauds Sutherland’s Design Thinking work with Lawrence General Hospital​

Sutherland and Lawrence General Hospital teamed on a pioneering workshop to understand how Design Thinking can help them understand better...

A Holistic Approach to Mapping a Healthcare Customer Journey

Sutherland Labs’ Director of Design Research, Gemma Boguslawski, mapped the customer experience at a New Jersey hospital chain. She and...

Robotic Process Automation: 5 Articles You Can’t Miss

Robotic Process Automation (RPA) is a catalyst for business process transformation and innovation, helping your best people concentrate on work...

Data Analytics: 5 Articles You Can’t Miss

From healthcare to publishing, data analytics continues to be top of mind for businesses in all sectors. Despite this, many...

Designing for a Better Patient Experience

Design-oriented thinking is central to successful process transformation. It takes an intuitive team to deconstruct and rebuild processes in a...

Healthcare Consumers: Hungry For Better Customer Experiences

The cost of acquiring a new healthcare customer is up to five times the cost to retain an existing one....

Three Insights to Satisfy Healthcare’s New Consumers

When it comes to patients making healthcare choices, the marketplace has become increasingly competitive and the customer experience has become...

Using Connected Devices in Smart Homes to Create Brand Advocates

More than 5 million American homes now have an Amazon Echo, and that was prior to the launch of Google’s...