SDL Enhances Customer Experience Cloud to Deliver the Only Global-Ready Customer Experience Suite
January 26 2015 - 7:41AM
Business Wire
New capabilities allow organizations to provide
frictionless, relevant experiences for brands from digital
marketing through to self-service support
SDL (LSE: SDL) today launches its V2.0 SDL Customer
Experience Cloud (CXC) to align with top strategic initiatives of
the leading global brands. The unified suite of offerings centers
on four key pillars: Digital Experience, Knowledge Center, Customer
Analytics and Language to meet the needs of today’s global
organizations. With these enhanced capabilities, organizations can
gain more insight into customer behavior and preferences to guide
customer experience strategies, act on opportunities in real time
and deliver relevant experiences in the language of the customer.
This enables increased engagement throughout the entire customer
journey – beyond marketing, from any channel, across the globe.
“Relevant digital experiences are critical for global businesses
looking to reach diverse audiences like we are at NetApp,” said
Kristen Kaefer, senior director of Digital Marketing at NetApp.
“With SDL’s Customer Experience Cloud, we can now dynamically
target content across 20 local websites to varying segments more
effectively moving our customers and prospects along the buying
journey. In a matter of seven weeks, we were able to do a global
site redesign that normally takes over nine months to complete and
we have saved hundreds of development hours by leveraging a
technology integration and implementation with SDL’s translation
management solution.”
Organizations are faced with the increased challenge of meeting
growing consumer expectations and delivering a superior experience.
SDL CXC is the only solution that enables marketers to no
longer guess at what might resonate. Marketers are provided
with all the information required on who to target and how to
personalize the experience for the customer, while ensuring the
delivery of relevant and timely information to the right device, in
the language of the customer faster than any other vendor
today.
“SDL’s solutions allow us to deliver highly-flexible and
customizable documentation, in the language that matters to our
customers,” said Elizabeth Gschwind, localization manager at FICO.
“Since implementing DITA and SDL’s technology, we have saved
considerable time and money on content production, and are now able
to investigate new and exciting ways to deliver information to our
customers.”
SDL Customer Experience Cloud drives unified experience and
insights for key customer roles across the entire journey,
beginning with marketing and eCommerce roles through to customer
support and IT professionals. With today’s announcement, SDL
streamlines its cloud offering into four easy to implement,
integrated solutions:
- Digital
Experience: SDL enhanced its capabilities for an
all-in-one digital experience to further help brands engage their
customers through contextually relevant experiences. This includes
a set of digital experience accelerators that allow the creation of
adaptive web and mobile experiences that offer re-use of content,
assets, customer profiles and rules without the need to be
developed individually. Combined with new capabilities that allow
marketers to test and measure how campaigns or personalized offers
perform, SDL’s enhanced digital experience offering significantly
reduces the level of upfront investment normally associated with
global customer experience initiatives. Leveraging SDL’s Digital
Experience capabilities, organizations including Virgin Money,
KONE, Halfords, Mandarin Oriental and Kaeser Kompressoren are now
providing paramount customer experiences to brands.
- Knowledge
Center: SDL goes beyond the marketing funnel with the
availability of its knowledge center. This functionality is an
integral part of the SDL Customer Experience Cloud and provides
organizations with the ability to convert customers to advocates by
facilitating the creation of consistent brand journeys from
marketing to a self-service post-sales experience. Key capabilities
of the knowledge center allow for the creation of dynamic product
knowledge views that offer a superior experience for documentation
and self-service support scenarios by providing the same brand
richness as done for marketing experiences. Organizations like
NetApp, Life Technologies and OSIsoft are using SDL’s Knowledge
Center capabilities to drive superior customer experiences.
- Customer
Analytics: With its customer analytics technology, SDL
has added the ability to model a single view of the customer that
aggregates all customer data including profile, situational data,
transactional data, and third-party data that’s available within
the enterprise to drive a segment of one experience which enables
real-time analysis of the customer experience. SDL has also
enhanced SDL Customer Journey Analytics with the ability to track
brand health looking at customer perception versus that of
competitors. New enhancements include Brand Health Tracking,
Campaign Effectiveness, Product Launch Optimization and
intelligence to drive Market Expansion. SDL’s Customer Analytics
capabilities make it possible for Rebel, Envirofone and totesport
to provide seamless customer experiences to brands.
- Language: SDL provides global brands the
ability to effectively communicate across regions and languages
ensuring organizations are communicating in the language of the
customer, a critical requirement from a customer experience
standpoint. New language enhancements include SDL’s Targeted
Industry Language Platforms for Travel & Hospitality, Life
Sciences, Financial Services and Digital Marketing; organizations
can now cater to the terminology and language nuances required for
these targeted industries. With SDL’s Language capabilities GTA and
KONE are overcoming challenges to achieve customer experience
success.
“SDL is laser-focused on helping brands create better customer
experiences, and we realize that doesn’t end with marketing,” said
Mark Lancaster, CEO of SDL. “Our technology combines a rich
expertise in language with a common data layer and the first
context engine to simplify and unify the channels brands need to
outperform competitors world-wide. Our Customer Experience Cloud
begins delivering value within days, allowing organizations to
focus on engagement and creating brand advocates, ultimately
growing the bottom line.”
In addition to NetApp and FICO, leading organizations in
multiple industries, including Retail, Manufacturing, High Tech,
Travel & Tourism and Financial Services, are leveraging SDL
Customer Experience Cloud to drive great customer experiences.
For more information on SDL’s Customer Experience Cloud, please
visit http://www.sdl.com/cxc/cxc-launch.html.
About SDLSDL (LSE: SDL) is the leader in global customer
experience. With a completely integrated cloud solution for content
management, analytics, language and documentation, SDL solves the
complexity of managing your brand’s digital footprint as it grows
across multiple languages, cultures, websites, devices and
channels. Seventy-nine of the top 100 global companies trust SDL to
help them create authentic, in-context customer experiences that
drive demand and loyalty. SDL brings your brand to the world, and
the world to your brand. Learn more at SDL.com. Follow
SDL on Facebook and Twitter.
SDLJessica Hohn-Cabana, +1 508-353-3454jcabana@sdl.comorPAN
CommunicationsEmily Held / Jenny Gardynski, +1
617-502-4300sdl@pancomm.com
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