• January 27, 2015

SDL Enhances Customer Experience Cloud

SDL launched its V2.0 SDL Customer Experience Cloud (CXC), a unified suite of offerings centered on four key pillars: Digital Experience, Knowledge Center, Customer Analytics, and Language.

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.

With SDL CXC 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.

SDL Customer Experience Cloud drives unified experience and insights for key customer roles across the entire journey, beginning with marketing and e-commerce roles through to customer support and IT professionals. With this announcement, SDL streamlines its cloud offering into four 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 users to create adaptive Web and mobile experiences and reuse content, assets, customer profiles, and rules. 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.
  • Knowledge Center: This functionality allows organizations 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.
  • 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. 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.
  • Language: SDL lets global brands communicate across regions and languages. New enhancements include SDL's Targeted Industry Language Platforms for Travel & Hospitality, Life Sciences, Financial Service, and Digital Marketing.

"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, in a statement. "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 worldwide. Our Customer Experience Cloud begins delivering value within days, allowing organizations to focus on engagement and creating brand advocates, ultimately growing the bottom line."

"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, in a statement. "With SDL's Customer Experience Cloud, we can now dynamically target content across 20 local Web sites 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."

"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, in a statement. "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 originally launched the Customer Experience Cloud in January 2014.

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