Human in the Loop: Balancing Automation with Empathy in AI

Delivering End-to-End Memorable Experiences in the Travel & Hospitality Industry

In 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 LEARN * How Hilton and Sutherland are transforming reservations into a seamless, end-to-end experience that drives both customer satisfaction and revenue growth * The role of AI and automation in enhancing efficiency while preserving human empathy * How leading hospitality brands are elevating reservations into a strategic CX and revenue driver * Best practices for delivering seamless omnichannel experiences across voice, chat, and digital * How data and analytics enable personalization at scale * Strategies to build operational agility and maintain service excellence during demand fluctuations * The importance of strategic partnerships in accelerating innovation and transformation  SPEAKERS Becky Ploeger Global Head, Hilton Reservations – Customer Care & Sales Support https://www.linkedin.com/in/becky-ploeger/ Hemal Shah Head of Travel, Hospitality & Logistics Practice – Sutherland https://www.linkedin.com/in/shah-hemal/ HOST Michael DeSalles Principal Analyst, Frost & Sullivan https://www.linkedin.com/in/michael-desalles-82519114/ ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

Beyond efficiency: The value spectrum of AI

In 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. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

Workforce Rewired- AI, People, and the Choices that Shape Change

In 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. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

Human in the Loop: Balancing Automation with Empathy in AI

In this episode of Back to the Future by Sutherland podcast, award-winning host Sonya Barlow is joined by Sutherland’s Dipankar Sengupta and Banwari Agarwal to explore how organizations can lead with intelligence, empathy, and impact in the age of AI. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

The Crucial Balance: Automation and Human Expertise in Insurance

Explore 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. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.