*UKHotViewsExtra* Sutherland targets European Growth

Privately held Sutherland is one of the biggest players in US customer experience (CX). In 35 years of operation, it has evolved from being a provider principally focused on offshore customer services, into a technology-led customer experience practitioner with an enviable client base. Indeed, Sutherland is particularly strong in the global media, technology and telcoms space with clients including the likes of Spotify, BBC, Tesco, IAG, Airbnb, T-Mobile, Sony, and Netflix. 

Whilst the business has had a UK/European presence for some time (it currently employs c.5,000 staff in the region) it has principally served US/Global clients here and remains less well known and understood than many domestic CX players. This may all be about to change with Sutherland undertaking a renewed push within Europe and has hired Vishal Bhatnagar to lead the charge. 

Bhatnagar is well known to TechMarketView having held a number of senior roles with tech companies in the region including HCL, CAST Software and IGATE. We caught up with him recently to discuss how Sutherland is looking to bring something new to the European CX space in taking on major incumbents of the likes of Capita, Teleperformance and Concentrix.

Sutherland built its reputation on providing contact centre operations for major global clients out of offshore centres in the Philippines and India. However, as a privately held business it has been able to embrace risk and transform itself over the last 10 years or so into an IP-rich, platform-based CX provider. This has allowed it to decouple the link between revenue growth and headcount ‘ahead of the curve’, and deliver enviable EBITDA margins of 20%+, way above where the rest of the industry currently sits.

TechMarketView subscribers can access  the rest of Sutherland targets European Growth here. If you are not sure how to access, please contact Deb Seth to find out more.

Posted by Marc Hardwick at '08:22' - Tagged: transformation   customerexperience