Reimagining contact centers through the power of people and technology.
Paulo is Head of Strategy & Sales at Sutherland, leading CXM growth and new logo acquisition across Communications, Media & Entertainment, Utilities, Energy, and Technology sectors. With 30+ years in senior leadership, he drives strategy-led transformation and outcome-based client partnerships that turn ambition into measurable growth. A seasoned leader across industries - Paulo brings a rare end-to-end view of the customer journey. Known for blending emotional intelligence with AI-driven innovation, he helps organizations elevate CX through insight, intelligence, and impact.
Tuesday, December 9th
6:30 PM The Rise of Outcome-Based CX: Turning Every Interaction into Measurable Impact
Customer experience is evolving beyond satisfaction scores and loyalty metrics — it’s becoming a measurable driver of business growth. In this session, we’ll explore how leading organizations are redefining CX through an outcome-based lens — linking empathy, design intelligence, and AI orchestration directly to revenue lift, retention, and lifetime value.
