Tom Weiland

Hosted by Sonya Barlow and featuring Liberty Blume’s Max Handforth, this episode of the Back to the Future with Sutherland podcast unpacks the real-world application of AI in the enterprise. https://bit.ly/4lpocJf At Sutherland, we are proud to partner with forward-thinking companies to bring AI to life. Tune in to discover how we are building practical, secure, and scalable AI use cases that drive digital outcomes.

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Global scale should feel like adding teammates, not launching a satellite. You know, the idea of "global teams" sometimes conjures images of highly specialized, incredibly expensive operations floating way out in orbit, only connecting for a brief, crackly transmission. And honestly, that's how some outsourced teams feel, eh? Disconnected, hard to reach, and you're never quite sure if they're getting enough oxygen. That's the "orbital outsourcing" trap. It's not about just setting up a remote outpost and hoping for the best. It's about ensuring those global connections feel as natural and integrated as your local ones. What we aim for is far more grounded. It’s about building global teams that integrate seamlessly, where communication flows like normal, and everyone feels like they’re in the same huddle, not light-years apart. It’s about adding teammates who are just as invested and connected as the ones down the hall. If your outsourced team feels like a space station, it’s definitely time to recalibrate.

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🚨 The new Echo Show 8 and Echo Show 11 are officially available. These are our most advanced Echo Shows yet, built specifically for Alexa+ with more processing power, more sensing capability, and more edge-based intelligence so Alexa+ feels faster, more natural, and more helpful. A few things that make these new Echo Shows stand out: ▪️ Modern, ultra-thin display using in-cell touch and negative liquid crystal ▪️ Wider viewing angles and sharper clarity in bright or dim light ▪️ Omnisense sensor fusion that recognizes motion and proximity to personalize the experience ▪️ A 13 MP camera that detects when you walk up and shows relevant information automatically We built these so Alexa+ could be ambient, not something you have to think about, just something that helps. Thank you and congratulations to the teams who brought these devices to life. Your attention to detail really shows. With today’s announcement, our full Echo lineup is now available: Echo Dot Max, Echo Studio, Echo Show 8, and Echo Show 11. Check it out here: https://lnkd.in/gZf8HPJU

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Back from Forward ’25, and one thing is crystal clear: agentic AI isn’t just technology. It’s a mindset. We had an exciting discussion with Dennis Yang from Chime and Ashwin Sreenivas from Decagon on scaling this new CX tech. The key takeaway: strategic partnership is everything. Here’s what we learned: - Not all partners are ready. Success requires buy-in from both CX and engineering teams. - Start small, win big. Pilot one use case at a low volume, master it, then expand. Don’t deploy for 100% of use cases at once! - Elevate people, don’t replace them. One successful implementation can reduce workload, but talented team members are redeployed to higher-value level 2 work. This is about enhancing careers and improving customer experiences, not cutting people. AI can enhance empathy and efficiency, but the real advantage goes to the companies that balance both. We know it’s not easy to do alone and we’re here to help end-to-end. Excited for the future of CX and proud to be part of this journey. #Forward25 #AI #CustomerExperience #CX #TaskUs

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We're thrilled to launch "What's Working,” a weekly segment on SEMAFOR's Compound Interest podcast where Amazon Business dives into today’s topics like AI-powered business buying that actually works. When it does, it’s almost invisible… in a good way. Guardrails are built in, teams get what they need quickly, and leaders have real-time clarity without manual work.    In this episode, Doug Gray explains why data quality is the biggest AI differentiator and how Amazon Business tools reduce routine approvals while enabling smarter decisions.    Take a look

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💥Real-world AI impact 💥 I post a lot of content about AI and the usage of it, more often than not looking into the near to not-so-near future. So when I see an actual existing real-world impact of AI, it makes me smile 🙂. Samsara is helping drivers detect road hazards, emergency vehicles, and more, see the video below. #Samsara #AI #12DaysofSamsara

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Asked 47 contact center executives what separates real AI from vendor theater. Same answer every time: Scale. Our AI innovation lab has processed billions of customer interactions. Not pilot programs. Not proof of concepts. 𝐀𝐜𝐭𝐮𝐚𝐥 𝐩𝐫𝐨𝐝𝐮𝐜𝐭𝐢𝐨𝐧 𝐝𝐞𝐩𝐥𝐨𝐲𝐦𝐞𝐧𝐭𝐬 𝐚𝐜𝐫𝐨𝐬𝐬 𝐅𝐨𝐫𝐭𝐮𝐧𝐞 500 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐜𝐞𝐧𝐭𝐞𝐫𝐬. 15 enterprise clients. 240M+ interactions analyzed quarterly. Operations running 24/7/365. When you're evaluating AI platforms, ask vendors about production scale. How many billion-conversation deployments they're currently running. How many Fortune 500 clients. The answers tell you everything about operational maturity. 𝐁𝐞𝐜𝐚𝐮𝐬𝐞 𝐢𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝐥𝐚𝐛𝐬 𝐚𝐧𝐝 𝐢𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝐭𝐡𝐞𝐚𝐭𝐞𝐫 𝐥𝐨𝐨𝐤 𝐢𝐝𝐞𝐧𝐭𝐢𝐜𝐚𝐥 𝐢𝐧 𝐏𝐨𝐰𝐞𝐫𝐏𝐨𝐢𝐧𝐭. 𝐓𝐡𝐞𝐲 𝐥𝐨𝐨𝐤 𝐯𝐞𝐫𝐲 𝐝𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭 𝐚𝐭 3 𝐀𝐌 𝐰𝐡𝐞𝐧 𝐲𝐨𝐮𝐫 𝐬𝐲𝐬𝐭𝐞𝐦 𝐧𝐞𝐞𝐝𝐬 𝐭𝐨 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 50,000 𝐜𝐨𝐧𝐜𝐮𝐫𝐫𝐞𝐧𝐭 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐬. What's your biggest concern when evaluating AI vendors for contact center operations? . . . #ContactCenterAI #CX #EnterpriseScale #CustomerExperience #OperationalExcellence

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Cresta's Got M@il ! I am excited to introduce Cresta Conversation Intelligence & Agent Assist for Email, extending Cresta’s real-time #AI capabilities to one of the most critical and underserved channels in #CX. Customer conversations happen everywhere, but email has remained one of the hardest channels to optimize. It’s asynchronous, high volume, and often disconnected from the systems that power coaching, insight, and efficiency. That changes today. With this launch, Cresta now provides a single platform to drive speed, consistency, and intelligence across voice, chat, and email: 🔹 Bring real-time intelligence to the inbox with AI that understands email context, customer history, support templates, knowledge base, and continuously learning from all agents.  🔹 Accelerate agent productivity with accurate, on-brand draft replies, auto-complete suggestions, generated instantly. 🔹 Elevate quality and coaching through automated scoring and prescriptive guidance for every email. 🔹 Uncover trends and insights at scale by analyzing full email threads across teams and time. 🔹 Enhance your existing email app by embedding Cresta’s AI seamlessly, turning the inbox into a smart, guided workspace. Cresta now serves as a complete intelligence layer across every major customer channel, empowering teams to move faster, operate smarter, and deliver exceptional experiences at scale. This is a huge step toward our mission: turning every conversation into a competitive advantage. Read the full announcement here: https://lnkd.in/gaKqWWTj

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Documentation reality check: Every Agency I talk to has "the binder." You know the one. It's got: - Coverage forms from 2019 that might still be active - Carrier requirements that probably changed - File specs for portals that may have been updated - That one memo everyone references but nobody can find And when someone asks "where's the documentation on X?" The answer is always: "Check with [person's name], they'll know." This isn't sustainable. It's also not scalable. Documentation shouldn't live in someone's head or a binder under someone's desk. It should be accessible, current, and actually useful when you need it at 4pm on a Thursday. If your documentation strategy is "ask Dave," you don't have a documentation strategy. You have Dave. And Dave's going to retire someday. https://bit.ly/45g6DWu

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https://lnkd.in/e-ZP9kAr   🚨 Delta Airlines is now using AI to adjust ticket prices in real time. This isn’t just dynamic pricing — it’s a full-on shift toward agentic systems that make autonomous decisions based on live data. 🔗 PBS NewsHour explains how Delta’s AI “super analyst” is reshaping fare strategy. It’s a bold move, but it also raises questions about transparency, fairness, and consumer trust. At DeepKnit, we’ve been building agentic AI platforms that go beyond automation — systems that reason, adapt, and act with purpose. Delta’s approach is a great example of how agentic design can transform industries. 💬deepknit.ai #AI #AgenticSystems #DeltaAirlines #DeepKnit #Innovation #LLM #PricingStrategy #Leadership #TechForGood

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