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6. Delivering End-to-End Memorable Experiences in the Travel & Hospitality Industry
31:29||Ep. 6In this podcast, hosted by Michael DeSalles, Principal Analyst at Frost & Sullivan, Becky Ploeger, Global Head of Hilton Reservations – Customer Care & Sales Support, and Hemal Shah, Head of Travel, Hospitality & Logistics Practice at Sutherland, discuss how hospitality organizations are redefining end-to-end customer experience through seamless, personalized, and technology-enabled journeys.What You’ll LearnHow Hilton and Sutherland are transforming reservations into a seamless, end-to-end experience that drives both customer satisfaction and revenue growthThe role of AI and automation in enhancing efficiency while preserving human empathyHow leading hospitality brands are elevating reservations into a strategic CX and revenue driverBest practices for delivering seamless omnichannel experiences across voice, chat, and digitalHow data and analytics enable personalization at scaleStrategies to build operational agility and maintain service excellence during demand fluctuationsThe importance of strategic partnerships in accelerating innovation and transformation SpeakersBecky PloegerGlobal Head, Hilton Reservations – Customer Care & Sales Supporthttps://www.linkedin.com/in/becky-ploeger/Hemal ShahHead of Travel, Hospitality & Logistics Practice – Sutherlandhttps://www.linkedin.com/in/shah-hemal/HostMichael DeSallesPrincipal Analyst, Frost & Sullivanhttps://www.linkedin.com/in/michael-desalles-82519114/
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5. Beyond efficiency: The value spectrum of AI
50:31||Ep. 5In this episode of Back to the Future with Sutherland, host Sonya Barlow is joined by Shantanu Das, GM & Global Head of Services, Primary Sales and Scam Prevention at Wayfair, and Sanjay Reddy, SVP & Global Head of Retail and CPG at Sutherland. Together, they explore how AI is redefining the business value spectrum—beyond efficiency and automation—to drive meaningful human impact.
4. Workforce Rewired- AI, People, and the Choices that Shape Change
39:28||Ep. 4In this episode of Back to the Future, host Sonya Barlow sits down with Eric Tinch, Chief People Officer at Sutherland, to explore how AI is transforming the modern workforce. From hiring and reskilling to change management and ethics, Eric offers candid insights into the challenges and opportunities that business leaders face when adopting new technologies.Key insights include:Why AI should be seen as an enabler, not a replacement.Lessons learned from implementing AI-driven recruiting tools.The importance of balancing global scalability with local context.How Sutherland’s Grow Your Own Way program empowers employees to upskill and stay future-ready.The critical role of communication, empathy, and optimism in navigating change.This forward-looking conversation is a must-listen for leaders, HR professionals, and anyone navigating the intersection of people and technology.
3. Human in the Loop: Balancing Automation with Empathy in AI
01:03:31||Ep. 3
2. The Crucial Balance: Automation and Human Expertise in Insurance
49:32||Ep. 2Explore how AI is transforming insurance claims processing, enhancing customer experience, and shaping the future of the industry in the latest episode of Back to the Future with Sutherland Podcast, featuring leaders from Wakam Insurance and Sutherland.
1. Fail Fast, Fix Fast: The Enterprise AI Learning Curve
52:15||Ep. 1Explore how Sutherland and Liberty Blume navigate AI transformation, LLMs, and agentic AI-tackling enterprise use cases, skill gaps, innovation, and governance for real-world impact.