Sutherland partners with enterprises to drive digital transformation, optimize operations, and reinvent experiences by combining technology, business process excellence, and digital engineering.
With deep expertise in Artificial Intelligence (AI), automation, cloud, and analytics, Sutherland doesn’t just enable change; they engineer digital outcomes.
As a global leader in this space, Sutherland recognized that its strong B2B Customer Experience (CX) program could be elevated to a new, modern standard.
The challenge wasn’t simply collecting feedback — it was turning insights into immediate, actionable results that could drive real change on their clients’ programs.
Partnering with CustomerGauge, Sutherland adopted a next-generation CX approach, deploying real-time feedback, targeted surveys, and automated alerts to put the voice of the customer at decision-makers' fingertips.
The result was a strategic elevation of Sutherland’s B2B CX program to a modern, best-in-class program that has set a new standard in the industry.
💡 Key Results Using the CustomerGauge Platform:
Response rate improvement: Contact response rate increased by 30%
Account revenue coverage: Annual relationship survey captured feedback from customers responsible for over 90% of Sutherland’s revenue
Thorough feedback: Ensured robust representation across all accounts
Promoter conversion: Significant lift in detractors converted to promoters, enhancing overall client satisfaction and retention
To gain a deeper understanding of their client journey, we sat down with Christiane Laframboise, Vice President of Customer Experience at Sutherland.
The Challenge: Moving Beyond Traditional Research Survey Methods
Sutherland had a strong client experience program in place, but the company recognized the need to modernize it.
The goal was clear: implement a cutting-edge experience platform to gather meaningful, actionable client feedback with real-time visibility, empowering their teams to act quickly and decisively.
Without this evolution, Sutherland risked slower, reactive CX management and limited insight into client sentiment.
The company wanted to move beyond traditional research surveys and embrace a dynamic, client feedback approach to understand and improve the client experience.
The Solution: Implementing a Comprehensive CX Feedback System
Sutherland chose CustomerGauge for its innovative CX best practices and advanced survey capabilities.
Internal buy-in was supported by a Senior Executive, ensuring organizational alignment. Teams initially questioned some of the new requirements, such as focusing on response rates and covering all accounts deep and wide without exemptions.
However, by emphasizing CustomerGauge’s B2B account-centric approach and relentless focus on revenue coverage, Sutherland collected deeper, more balanced insights than ever before.
Over time, as results proved the approach’s effectiveness, adoption became universal.
Key Outcomes From Using the CustomerGauge Platform
Implementing CustomerGauge’s CX solution delivered outstanding results:
Response rates climbed by 30%, reflecting stronger participation
The annual CX survey reached over 90% of all accounts, ensuring broad representation
Gathered deep, multi-level feedback ranging from senior executives to day-to-day managers
Marked increase in the number of promoters, driving a measurable boost in overall client satisfaction
A combination of smart, targeted strategies drove the program's success.
Real-time feedback gave the team immediate insight into CX scores and client comments, both at the account level and for individual clients.
Automated detractor alerts ensured no concern went unnoticed, enabling their teams to act quickly and turn potential issues into opportunities.
Tailored surveys kept clients engaged with short, relevant questions and personalized invitations, while the ability to run multiple campaigns across diverse client segments ensured no voice went unheard.
Comprehensive account coverage guaranteed that every account received attention proportional to its revenue, with no exemptions. Altogether, these efforts fueled a significant rise in promoter conversion, transforming detractors into enthusiastic advocates and boosting overall client satisfaction, retention, and growth.
Sutherland Turned B2B Customer Feedback into Measurable Impact
By modernizing its CX program with CustomerGauge, Sutherland gained unprecedented visibility into client sentiment and established a framework for continuous, data-driven improvement.
Real-time feedback, automated alerts, and targeted surveys empowered teams to act decisively, addressing concerns before they escalated and turning detractors into promoters.
The result was a Customer Experience that became proactive rather than reactive, consistent across accounts, and deeply informed by actionable insights.
Beyond metrics, this transformation strengthened client relationships, enhanced satisfaction, and set a new benchmark for best-in-class B2B CX.
Sutherland’s journey shows that when technology, strategy, and execution align, feedback becomes a powerful driver of measurable business results.
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