SDL Launches SDL Customer Experience Cloud

SDL, a provider of customer experience management and analytics solutions, announced it has launched its SDL Customer Experience Cloud, a unified suite of offerings designed to help marketers create and deliver personalized customer experience across multiple channels, devices and languages.

The solution integrates Web content management, campaign management, social intelligence and analytics, e-commerce, language solutions and documentation, helping businesses address the challenges of delivering a consistent, integrated experience that engages customers across all interactions.

According to Gartner (News - Alert), by 2017, 70 percent of customer communications will be digital, contextualized and consumed on demand across multiple channels, including Web, mobile devices and social media. Enterprises are preparing to leverage these platforms to deliver a more personalized and engaging customer experience for traditional communications such as transaction documents, marketing collateral and point-of- purchase displays.

Recent studies have also revealed how much the customer experience really matters in the call center. A recent Harris Interactive (News - Alert) Customer Experience Impact Report study says that 60 percent of customers will pay more for a better customer experience.

Despite these, businesses are struggling to provide consistent, integrated experiences that engage customers across all interactions. In fact a recent CMO Council study found that only 12 percent of CMOs have a real-time, well-integrated view of customer interactions  across their enterprises.

SDL’s Customer Experience Cloud allows companies to optimize multi-channel customer experiences from any device, the company said. It also helps them understand brand health and product perception in real time, allowing businesses to adjust campaign strategies to increase marketing effectiveness impact revenue- all from a single interface.

The new release of this customer experience management solution features an enhanced user interface across all SDL’s CXM products, which provides a seamless marketing user experience that is modern, easy to use and easy to deploy.

Another highlight is the Software-as-a-Service (SaaS (News - Alert)) delivery model for all SDL products, available now, with continuous enhancements quarterly throughout 2014.

The integrated CXM Suite, the first such solution in the industry, enables marketers to create engaging, personalized and contextual customer experiences leveraging real-time data to drive better marketing decisions.

The solution also features SDL Social, a social intelligence solution with real-time analysis of social data and conversations across all social channels;  SDL Language Cloud, a cloud translation solution offering both machine and human translation for radically simplified global translation; SDL Web Content Management, which enables marketers to easily target and drive consistent, contextually relevant digital customer experiences across all channels and devices from a single, intuitive interface; SDL Marketing Campaign that enables campaign testing, simulation, optimization and advanced segmentations; SDL E-Commerce, which provides advanced digital merchandizing features; SDL Analytics that provides real-time customer intelligence to understand, target and convert customers across the entire buyer journey; and SDL Documentation that enables seamless post sales customer support by providing easy access to online materials including manuals, support information and other important documentation.

Mark Lancaster, CEO of SDL, said, “This Customer Experience Cloud packs all the critical elements of customer experience management into one accessible suite and delivers on our vision that every marketer can meet the expectations of their global customer base and remain connected and responsive throughout the entire buyer journey.”

Edited by Blaise McNamee

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