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A great customer experience requires consistently delighting your customer throughout their entire customer journey. But to do so, your whole organization must work together towards the same goal, from Marketing to Sales to Customer Support and more. In this session, Dennis shares how SDL's Customer Experience Cloud portfolio uniquely addresses the customer experience requirements of your organization. Learn about: • The key innovations powering SDL's Customer Experience Cloud • How global organizations are leveraging SDL's CXC solutions to drive great customer experience • How to accelerate your organizations journey to customer experience
Citation preview
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Customer Experience in Practice
Dennis van der Veeke | Chief Technology Officer
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Top 5 New Requirements for Customer Experience
Data-Driven Interactions
Contextualization
Mobile
Cloud
Digital Marketing 1
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Since 2013: SDL’s “Year of Innovation”
New Customer Journey
Analytics capabilities
for SDL Social
New ‘Continuous
Campaigns’ focus for
SDL Campaigns
Common
User Experience
Shared
data model
…And we haven’t stopped there!
Shared
customer
profile
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SDL’s Vision Customer Experience Cloud Deliver seamless, data-driven experiences at
each point of the customer journey –
across channels, devices and languages.
SDL Web
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Global
Web Content
Management
Multi-channel
experiences Targeting &
Personalization
Globally unify brand
value experience
Contextually
optimized
experiences to all
touch points
Consistently deliver
targeted, hyper-
relevant experiences
SDL Web
Rich Media &
Video
Deliver rich
poignant interactive
media experiences
Context
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Innovation
Hyper-Relevancy Advanced
Integrations Extended Cloud
Deployment
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Requirements:
• Better Performance
• Easy Content Globalization
• Faster Response Times
• Mobile Experiences
Results:
• Increased Conversion Rate
• Country Sites Content Aligned
• Future Proof Platform
Kari Leppänen,
Owner, Online Marketing and
Communication Solutions
SDL eCommerce
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Catalog &
Content
Harmonization
Predictive &
Adaptive
Storefronts
Brand &
Commerce
Optimization
• Brand-driven shopping
• Enriching commerce
• Content and shop as
one experience
• Personalization
• Omni-channel
experiences
• Localized commerce
• Search, navigation and
merchandising
• Content & commerce
combined
• Data-driven optimization
SDL eCommerce
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Innovation
Marketer &
Merchandiser
Empowerment
Predictive &
Adaptive
Storefronts
Integrating with
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Results: • Optimized and data-driven merchandising
• Consistent search experience across
websites, mobile and tablet apps
• Cloud service to support visual merchandising
teams, global presence and large-scale
retailing
Business Goals: • Create the most engaging online
shopping experience
• Be truly global
• Deliver highly efficient retailing
SDL Campaigns
Mal Roberts
Product Manager
SDL Campaigns
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Customer
Analytics
Omni-channel
Orchestration Connected
Marketing
Built-in solution
context, powerful and
marketer-friendly
Automate campaigns
mapped to individual
customer journeys
Integrates with your
data, your applications
and your strategy
SDL Campaigns
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Innovation
Enhanced User
Experience
Digital Intelligence
Integrating with
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Requirements:
• Single view of customer
• Understand customer preferences
• Create seamless in-store & on-line experiences
Results:
• 15% increase in online sales
• Increased campaign volume 5X
• Marketing builds segments in
minutes
SDL Social
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Social Listening Dashboard &
Analytics Professional
Insights
Data collection and
organization
Data analysis,
visualization, and
journey mapping
Data deep-dives and
customized reports
SDL Social Intelligence
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Innovation
Customer Journey
Analytics Modeling
Customized User
Experience
Integrating with
SDL Documentation
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Engaging
Customer Self-
Service
Dynamic
Documentation
Delivery
Knowledge
Sharing &
Collaboration
Deliver high quality,
multichannel and
multilingual help
Publish personalized
documentation to any
format
Empower content
contributors with easy
creation and review
SDL Documentation
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Innovation
Content quality Mobile experience Content creation
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Requirements:
• Deliver compelling UX for self-
service help
• Business agility through
standardization
• Reuse content between
departments, systems, and even
between companies
Results:
• Print and localization cost savings
• Single sourcing and reusing, and
simultaneous distribution to
multiple channels
• Improved ”personalized” consumer
self-service
Indi Liepa
Process Manager
Microsoft Devices
SDL Language
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SDL Language
Translation
Management
Machine
Translation Translation
Services
Take control of
global content
Real-time
multilingual
communication
High-quality,
culturally relevant,
local language
content
Translation
Productivity
Drive efficiency in
the translation
supply chain
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Innovation
Advanced
integrations
Cloud translation
platform
Vertical machine
translation
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Results:
• Enabled to provide 24 hour support
• Satisfaction and NPS scores on par with
human support
• Percentage of customers choosing out
of hours support (chat) option doubled
Requirements:
• Provide 24 hour customer
support to Spanish market
• Deal with fluctuations in
demand with current
staffing costs and levels
• Maintain customer
satisfaction levels
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Results:
• Reduced bounce rate from 70% to 25%
• Increased user dwell times and page views
Requirements:
• Share customer reviews with
international audiences
• Automate the translation of customer
reviews into 13 languages
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Requirements:
• Provide support information to
international dealer network
• Reduce telephone support queries
and escalations
• Reduce the time and cost taken to
translate and publish information
Results:
• 80% of international support queries
resolved via self-help channel
• Reduced translation costs by 40%
• Increase in dealer satisfaction and
loyalty has lead to increase in
repeat business
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SDL CXC Alliance Partners
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Optimizing CXM for the world’s top brands eCommerce
Social
Analytics
Campaigns
Web
Documentation &
Language
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Accelerate Your Path to CXM - The time is Now!
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service marks, images and logos are the property of their respective owners.
This presentation and its content are SDL confidential unless otherwise specified,
and may not be copied, used or distributed except as authorised by SDL.
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