Sutherland Global Services is announcing the appointment of a new head of retail, Christopher Schyma, as it seeks to rapidly build on its retail business and expand its footprint across Europe, the Middle East and Africa. Sutherland Global Services is a digital transformation organisation that works with some of the world’s biggest retailers, including Amazon and Petco.
Schyma joins Sutherland following more than a decade of successfully leading technology and retail organisations through periods of rapid growth, digital transformation, as well as the design and implementation of customer experience initiatives. His previous roles include senior vice president of sales at 24/7 Customer Inc, a customer experience organisation, where he led the retail and hospitality offering and helped build the organisation’s presence across EMEA regions.
Bringing with him a wealth of industry knowledge across the retail and technology sectors, Schyma currently sits on the board of two technology start-ups. One is SHAREIGHT, a rapid growth technology business that connects leading retailers with new customers, at scale. The second is Exaactly, a digital addressing business delivering last-mile innovation to leading retailers. He will be leading the EMEA Retail division of Sutherland Global, a US-based digital transformation organisation, which operates in more than 60 locations, within 19 countries.
Sonia Sedler, managing director for Sutherland Global Services, Europe, commented: “Christopher’s extensive experience in retail, deep understanding of business intelligence, analytics and customer experience, and his track record and passion in rapidly building businesses, makes him the ideal person to lead our Retail division. We’re looking forward to seeing this knowledge executed to deliver measurable outcomes in an industry that is dependent on enhanced customer experiences.
Schyma added: “The retail industry has been touting buzzwords such as ‘innovation’, ‘digital transformation’, and ‘Omni-channel’ for a while – but we’re still seeing niche technology deployments and innovation crudely stitched into legacy operating models, and across broken customer journeys, showing varying degrees of success. I believe the novelty is now wearing off, and retailers desperately need to look at how this all comes together to deliver exceptional experiences for both their customers and internal teams that shift the dial in delivering meaningful outcomes
Sutherland is a people and technology driven organisation that has built a strong digital consultancy, customer experience and automation capability, and has the vision and innovation to deliver great customer experience and effective process automation. This, along with fantastic creative and design-thinking resources such as our Sutherland Labs, places us in prime position to deliver tangible outcomes. I’m looking forward to working with retailers who recognise the problems and want to take steps to survive in a fragile market as we step into 2018 and beyond.”