Name: Redefining Customer Experience with Human-AI Synergy in Tech, Communications & Media
Start: 2025-05-22T14:00:00Z
End: 2025-05-22T14:00:39.000Z
Location: BrightTALK

At Sutherland, we unlock digital performance and deliver measurable results. As a global leader in business transformation, we drive impactful outcomes across industries like Healthcare, Insurance, Technology, Retail, Banking and more.

With 200+ patented inventions in AI and advanced technologies, we tailor solutions to optimize operations, enhance experiences, and drive innovation.

Our 38,000+ professionals across 60+ global centers combine human expertise with cutting-edge technology to deliver transformative results and strengthen partnerships.

Through our unique “as-a-service” model, we turn challenges into opportunities for iconic brands worldwide.

The traditional QA model is broken. Static teams, siloed environments, and uncontrolled costs no longer meet the needs of modern cloud-driven enterprises. This session unveils how Sutherland’s Quality-as-a-Service (QaaS) transforms quality engineering into an on-demand, intelligent, and outcome-focused capability that accelerates innovation and ensures business assurance. Experts will share trends, practical use cases, and proven methods to evolve QA into a profit enabler that scales with enterprise growth.

Our experts, Hari Prasad Surasura and Aaron Haehn, will outline the strategies leading enterprises are adopting to achieve:
- How QaaS converts QA from a cost center into a revenue-aligned Center of Excellence
- Leveraging on-demand expert resources, flexible engagement models, and modular QA services aligned with the DevOps and CI/CD pipelines
- Utilizing scriptless, reusable, cloud-native automation powered by Sutherland’s CloutTestr platform.
- Using AI/ML-driven analytics to predict risks, prioritize tests, and gain real-time release insights
- Achieving faster release cycles, fewer post-production defects, and cost-efficient QA operations
- Enhancing compliance, audit readiness, and continuous feedback through modular service delivery

Key Takeaway
Gain actionable strategies to shift QA from a cost overhead to a value-driving profit center. See real-world results achieving up to 50% faster releases, 70% fewer defects, and 40% lower QA costs with Sutherland’s Quality-as-a-Service approach.

If cost control, risk reduction, and accelerated innovation are priorities for you, watch this webinar is recommended.

Webinar - Quality-as-a-Service (QaaS) — From Cost Center to Center of Excellence

Traditional credentialing is redundant, costly, and frustrating for both health plans and providers. 

Manual, repetitive processes, data errors and regulatory changes are further impacting payers, delegated groups, and providers. But it doesn’t have to stay this way.

Listen to the experts from Everest Group and Sutherland in an AHIP session, as they reveal how healthcare payers can unlock speed, efficiency, and savings without reducing staff—by modernizing credentialing and monitoring with automation, AI, and new and unique engagement models such as shared service-led multi-payer credentialing.

What You’ll Learn:
1. Limitations of Traditional Credentialing
Why manual, redundant processes no longer work for today’s complex compliance demands, including ongoing monitoring and re-verification.

2. AI + Automation in Credentialing & Monitoring
How automation and AI streamline workflows, unlock faster approvals, reduce errors, and accelerate provider approvals and overall onboarding.

3. Shared Multi-Payer Credentialing Model that Cuts Administrative Costs, Not Staff
Practical and proven strategy to reduce administrative overhead and provider abrasion while retaining valuable teams.

4. Real-World Examples
Case studies of payers already leveraging AI to improve compliance, quality, and efficiency.

Learn more about our credentialing solutions: https://bit.ly/3M096xy

Reinventing Credentialing and Monitoring Compliance in 2026: Can Shared Models & Agentic AI Help Healthcare Firms?

It’s time to rethink the revenue cycle in 2026 and beyond! 

The healthcare providers are compelled to explore innovative solutions to counter shrinking margins, workforce challenges, and evolving care delivery models.  

Join experts from Everest Group and Sutherland in a Becker’s Webinar, as they reveal how such advanced technologies such as Artificial Intelligence (AI), Robotic Process Automation (RPA), and predictive analytics, are being applied across critical revenue cycle functions—from prior authorization to medical coding, billing, and patient engagement while achieving a meaningful “Return on AI” (RO-AI). 
Key Takeaways: 

• Discover the top AI and automation use cases in healthcare revenue cycle management  
• Learn how predictive analytics improves financial forecasting and cash flow  
• Understand where human oversight is critical to maintain accuracy and empathy 
• Build a balanced approach to technology adoption that maximizes ROI  

Explore Sutherland's custom solutions for your healthcare firm: https://bit.ly/3M91Wa5

AI, Automation & Analytics: The Core of a Future-Ready Healthcare Revenue Cycle Management (RCM) Solutions

Banking and financial services operations are under pressure like never before. Compliance costs continue to rise, fraud and AML risks are converging, and regulators demand transparency. For mid-market and large banks, the challenge is clear: how to stay resilient and compliant while managing risk more efficiently.

AI offers a powerful path forward—but only if built on a strong data foundation and deployed with transparency and governance.

In this webinar, we’ll unpack how leading banks are redesigning operations to connect fraud and AML data, cut through inefficiencies, and deliver a future-ready risk and compliance function.

Designing a Resilient and Data-Driven FinCrime Function in the Age of AI

oin the conversation with experts from NexBank, Sutherland and Calyxas as they discuss how leading mortgage lenders are using AI to improve efficiency, reduce costs, and elevate the role of the underwriter. From autonomous workflows to next-gen decision engines, this session explores the real-world impact of AI across the mortgage lifecycle.

Key Takeaways

AI Trends in Originations: The latest innovations shaping the future of underwriting.
Autonomous Underwriting at Scale: How AI-driven workflows handle low-risk, high-volume applications, freeing underwriters to focus on complex cases.
Next-Gen Decision Engines: How modern AI models learn and adapt beyond rules-based systems.
The Evolving Underwriter as Risk Strategist: Why underwriters are shifting toward roles that emphasize critical thinking, pattern recognition, and customer empathy.
Next-Gen Risk & Compliance: Real-time, adaptive compliance that’s easier to manage across geographies.

Smarter, Faster, Safer: Reimagining Mortgage Underwriting with AI

Commercial underwriting is at a turning point. AI is no longer about automation—it’s about enabling underwriters to reason, prioritize, and win in a submission-heavy marketplace. Join industry experts from Sutherland, Farmers Insurance, and Federato as we explore how insurers are rethinking underwriting models for profitability and trust for 2025 and beyond. 

What You’ll Learn

From gut feel to ground truth—data maturity is the new competitive edge in underwriting.
Underwriting autonomy isn’t binary; the winners will master the spectrum from assistive to agentic AI.
AI won’t replace underwriters—it will elevate those who think like decision architects.
AI transformation sticks only when culture evolves faster than technology.
The underwriter of 2030 will be a data-fluent strategist blending intuition with AI foresight

Reimagining Commercial Underwriting in the Age of AI

Financial institutions are racing to modernize in an AI-first world. According to McKinsey, AI can deliver up to $1T in additional value annually for banking—yet only a fraction have operationalized it effectively. Composable architectures, when paired with AI, offer a new path: fast innovation, flexibility and real-time personalization.

Join experts from Sutherland and Finastra as they explore practical ways to accelerate transformation—without ripping and replacing. What you'll learn:

Why banking institutions are shifting from monolithic tech stacks to Composable ecosystems
How to embed AI into your core strategy to achieve personalization at scale
A practical roadmap to unify modernization, AI and customer experience

The AI-Fueled Future for Financial Services: Unlocking Speed & Personalization at Scale

AI is not the future of Quality Engineering—it’s the present. As organizations strive to deliver reliable digital experiences at the speed of innovation, AI-powered Quality Assurance has emerged as a new competitive differentiator. This session unveils how AI, analytics, and automation are transforming testing from a manual function into an intelligent, self-optimizing ecosystem. Our experts from Sutherland will walk you through real-world trends, innovations, and practical solutions driving the next evolution in QA.


Join experts from Sutherland for this exclusive webinar, scheduled on 12 November 2025 at 2:00 PM ET (60 minutes), to discover how you can build intelligent, high-impact quality engineering operations.

What You’ll Learn:
- How AI-driven automation transforms traditional test automation into autonomous, self-healing quality engineering
- Techniques to leverage real-time predictive insights for faster, smarter release decisions
- Methods for using NLP and AI to accelerate test case generation and impact analysis
- Strategies to integrate AI-powered monitoring for end-to-end quality observability
- Business benefits of AI-led QA, including reduced effort, faster cycles, and improved customer experience

Key Takeaway:
Gain actionable insights to build an AI-enabled QA ecosystem—moving from manual, reactive testing to autonomous, predictive, and intelligent Quality Assurance. See how Fortune 500 enterprises are already achieving these results.

Reserve your spot today—don’t miss this chance to future-proof your QA strategy with proven AI-driven approaches from Sutherland’s experts.

Accelerating Quality Engineering with AI — From Test Automation to Intelligent QA

Modernization isn’t optional anymore—it’s mission-critical. Legacy PAS systems are stalling speed, innovation, and CX. Yet, traditional modernization has been a minefield: 94% of insurers report delays, overruns, or failures.

The game-changer? AI-powered transformation—smarter, faster, and built to reduce risk from day one.

Join experts from Protective, FINEOS, Datos, and Sutherland as they share practical strategies to:

Mitigate risk and cost through AI-powered data migration
Reduce tech debt and enhance operational efficiency
Drive growth with embedded insurance and API-first ecosystems
Align IT, operations, and CX with a business-first modernization blueprint
If you're driving digital transformation across Life, Annuity, Group Benefits, or Health Insurance, this session is a must-attend.

From Legacy to Leadership: How AI-Driven Modernization is Reshaping Life & Benefits Insurance.

Missed our live webinar with HFMA? Now available on-demand! Discover how Artificial Intelligent (AI) is eliminating manual bottlenecks across healthcare provider credentialing and enrollment processes. From GenAI chatbots to predictive analytics and smart automation, the next-gen technologies are reshaping how healthcare organizations manage provider data.

Watch now to learn:
* How GenAI chatbots improve provider data accuracy & engagement
* AI-driven insights to streamline credentialing and reduce delays
* Automation tools (EDI/API/RPA) for seamless data integration & bulk updates

Ready to transform your provider enrollment process? Watch the webinar now!

How AI Helps in Healthcare Provider Enrollment Process: Watch the HFMA Webinar On-demand

In today’s complex and dynamic supply chain environment, businesses face challenges such as limited inventory visibility, inefficient demand planning, and siloed systems. This webinar explores strategies for transforming inventory management to achieve end-to-end visibility, operational efficiency, and supply chain resilience. 

Key topics include leveraging real-time analytics for stock monitoring, optimizing demand forecasting with AI and machine learning, and enhancing warehouse operations through automation and intelligent planning. 

Attendees will gain insights into proven frameworks for assessing inventory maturity, adopting cloud-integrated systems, and implementing predictive analytics to reduce costs and improve service levels. Join us to learn how leading organizations revolutionize inventory control and build future-ready supply chains. 

Join Speakers: 
Hemal Shah, Global Head – Travel, Transportation, Hospitality & Logistics Business 
Veena Sriram - Vice President, Digital Engineering Services
Sindhu Shekharan, AVP – Customer Success Solution Design 
Ranjit Mathews, Sr. Director – Solutions

Transforming Inventory Management for the Modern Supply Chain

Key Takeaways:

How to utilize AI to accelerate loan processing, detect fraud, personalize customer engagement, and automate onboarding.
Ways to seamlessly integrate AI with legacy systems to create scalable, unified BFS operations.
Address data silos and equip the workforce for AI-driven transformation.
Automate routine tasks to enable employees to focus on strategic, high-value activities.
Discover success stories showcasing cost reduction, faster processing cycles, and improved customer satisfaction.
Drive business agility through continuous innovation and adaptive AI strategies.
In today’s rapidly changing financial services landscape, 70% of BFS firms recognize automation as critical for future growth. Yet, outdated processes and fragmented systems cost the industry billions each year.

Embracing Wave 2.0 of automation is key to overcoming these challenges and transforming operations with Intelligent Automation and AI. Watch our industry experts as they share actionable insights and real-world success stories that provide a clear roadmap for navigating the next frontier of BFS innovation.

Embracing Wave 2.0: Transforming BFS Operations with Intelligent Automation & AI

Discover how AI-driven automation is transforming insurance claims by improving efficiency, reducing operational costs, and enhancing customer experience.
Industry experts from Sutherland, Five Sigma, and Everest Group, discuss key trends in AI-powered claims processing, compliance, and indemnity optimization.
Watch now to explore the future of AI in claims management.

Accelerating Claims with AI: From FNOL to Settlement

The fintech sector has shown a strong resurgence and potential breakthrough. Are you prepared to seize the opportunities that lie ahead? Watch an on-demand webinar that delves into the exciting prospects and challenges facing fintech firms in the coming times.
In this dynamic session, industry experts provide invaluable insights into the factors driving the rebound in the fintech sector. From emerging trends and technological innovations to regulatory developments and market dynamics, explore the key forces shaping the future of fintech.
Discover actionable strategies, real-world examples, and best practices to position your firm for success in the rapidly evolving fintech landscape.
This session covers emerging trends within these key areas:
• GenAI
• Fraud & Compliance
• Digital banking
• AI-driven solutions
• Regulatory developments 
Whether you’re looking to accelerate growth or seeking to optimize operations, this webinar is a must-attend event for anyone keen on navigating the ever-changing fintech landscape with confidence and success.

Fintech Rebound: Unveiling Opportunities for Future

Future-facing companies have begun to dramatically rethink the contact center. They see it as a source of value generation for business and customers alike, thanks to ever-improving data analytics and AI that help agents engage with customers more proactively and personally.

We’ll share a case study of how a consumer packaged goods behemoth embarked on a digital transformation march to evolve their customer experience, their employee experience and deliver for shareholders. We’ll share details on the steps they took, the technology implemented, the business decisions made, as well as lessons learned along the way.

Improve customer satisfaction or cut costs? Who says you have to choose?

The future of customer care is already here for early adopters. They’ve reimagined customer service as experiential and pleasurable rather than just functional and tolerable. But those companies remain in the minority. Gartner has reported that 89% of companies now compete primarily on experience and those that excel at experiences are five times more valuable than those that do not.

So, where will your company be when the future arrives?

The answer will depend largely on how quickly and fully you embrace seven key trends that are transforming today’s customer experience (CX) and, by extension, customer care. In this webinar, we will share these trends as well as how businesses have started to put themselves well ahead in transforming their customer-care function from a cost center into a sales and profit engine.

Top Trends driving the future of customer care

AI is reshaping customer experience, but its true potential lies in Human-in-the-Loop (HiTL) models and Agentic AI—where human expertise enhances AI’s decision-making, and AI autonomously drives seamless, proactive, and personalized interactions.
For Technology and Communications, Media, & Entertainment (CME) enterprises, balancing automation and human judgment is critical to delivering superior customer experience while optimizing costs.

Join Doug Gilbert (CIO & Chief Digital Officer, Sutherland) and Sriram Panchapakesan (CEO—TMT & Europe, Sutherland) as they discuss how HiTL and agentic AI are revolutionizing CX and what this means for CX leaders in the Tech and CME industries.

This webinar is designed for: 
CX Leaders & Executives – VPs, Directors, and Heads of Customer Experience, Service, and Support
Technology & CME Business Leaders – Digital Transformation Heads, Product Owners, Customer Success Leads
AI & Automation Strategists – Leaders focused on AI-driven CX innovation
Contact Center & BPO Leaders – Those exploring AI-driven customer engagement & automation

Redefining Customer Experience with Human-AI Synergy in Tech, Communications & Media

Customer Experience

Automation

HiLT

Artificial Intelligence

AIOps

Generative AI

Get powerful marketing data and analytics insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the analytics that quantify your investments.

Data and Analytics

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Redefining Customer Experience with Human-AI Synergy in Tech, Communications & Media

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About this talk

Sutherland Global Services