Sutherland Named a Leader in NelsonHall’s NEAT Evaluation for CX Services in Retail & CPG

Report reaffirms digital transformation frontrunner as a turnkey BPS provider, offering advanced services for retail and CPG customers


Rochester, NY – December 12, 2019 – Sutherland, the digital transformation company, today announced it has been recognized in NelsonHall’s NEAT evaluation report as an Overall Leader and Leader in Cost Optimization Capability, CX Improvement Capability and Revenue Generation Capability. The evaluation analyzes the performance of vendors offering customer experience (CX) services in the retail & CPG sector.

“In an industry developing at breakneck speed, retail and CPG brands look for continuous insights and predictive models to address future customer needs. Sutherland has invested in significant analytics assets and coupled with its sector-specific CX design and consulting labs, resources, and ROI models it can meet this demand ahead of the market,” said Ivan Kotzev, lead CX analyst, NelsonHall.

NelsonHall’s Evaluation & Assessment Tool allows strategic sourcing managers to evaluate vendors and identify the best performers overall, with a specific focus on cost optimization, revenue generation and CX improvement. The vendors covered in NelsonHall NEAT reports are key players in their fields, and Leaders are those that have received high remarks on the current maturity of their offerings, delivery capability, customer presence and how they support the customer journey over the life of a contract, among other elements.

“Delivering consistent, intelligent omni-channel experiences for our customers in the retail sector is critical to achieve customer loyalty and success, especially in today’s fast-changing landscape,” said Howard Cohn, Senior Vice President, Retail & CPG, Sutherland. “At Sutherland, we bring our wealth of observed and data-driven insights into the customer journey. Our range of services address the entire lifecycle of retail and CPG customers, transforming the end-to-end experience while optimizing financial performance. We are honored to receive this recognition as a leader in this space, and will continue to focus on providing solutions that enhance the customer experience and meet our customers’ needs in the most intuitive, advanced way.”

The scoring of vendors in the NelsonHall NEAT for CX Services in Retail & CPG framework is based on a combination of analyst assessment and client feedback across a range of requirements and business situations, principally around measurements of a vendor’s ability to deliver immediate benefit and to meet future client needs. Its findings are based on rigorous, all-original research, and NelsonHall is widely respected for the quality, depth and insight of its analysis.

For more information about Sutherland and its digital transformation services, please visit us online.


About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning over 80 locations and 140 countries around the world. To learn more, please visit us at


About NelsonHall

NelsonHall is the leading global analyst firm dedicated to helping organizations understand the 'art of the possible' in next generation IT and business services. With analysts in the U.S., U.K., and Europe, NelsonHall provides buy-side organizations with detailed, critical information on markets and vendors (including NEAT assessments) that helps them make fast and highly informed sourcing decisions. For service providers, NelsonHall provides deep knowledge of market dynamics and user requirements to help them hone their go-to-market strategies.


Media Contacts:

Sheridan Smalley, LEWIS PR for Sutherland