Cloud-based unified suite seeks to deliver personalized customer services

SDL has launched the SDL Customer Experience Cloud, a unified suite of offerings to help marketers create and deliver seamless global customer experiences across all channels, devices and languages.

The SDL Customer Experience Cloud integrates web content management, campaign management, social intelligence and analytics, e-commerce, language solutions and documentation. The SDL Customer Experience Cloud empowers the entire organization from marketing through to customer support to understand, create, manage and deliver contextually relevant customer experiences that drive better marketing decisions, e-commerce success and long-term customer engagement.

Businesses today are struggling to provide consistent, integrated experiences that engage customers across all interactions. According to a recent CMO Council study, only 12 percent of CMOs said they have a real-time, well-integrated view of customer interactions across their enterprises. At the same time, a recent Harris Interactive Customer Experience Impact Report  study reports that 60 percent of customers will pay more for a better customer experience.

 “With thousands of customers all over the world, it’s especially important to have technology that allows us to engage with our user base in real time, in any language and context, from anywhere,” said Mark Terauchi, general manager, Corporate Brand Office, at Fujitsu. “We believe SDL can provide us with the ability to deliver a comprehensive customer experience, and the new releases from SDL will help us to advance our customer strategy more effectively.”

Based on customer demand, SDL has spent the last several years integrating its Customer Experience Management products to work together and to deliver the entire solution in the cloud. 

The new release includes a single intuitive user interface across all SDL’s CXM products that has been significantly enhanced to provide a seamless marketing user experience that is modern, easy to use and easy to deploy.

The latest version also features an integrated CXM Suite which enable marketers to create engaging, personalized and contextual customer experiences leveraging real-time data to drive better marketing decisions.

The suite also includes SDL Social, a social intelligence solution with real-time analysis of social data and conversations across all social channels to effectively predict buying and brand advocacy across the entire customer journey.

The introduction of SDL Language Cloud, a cloud translation solution offering both machine and human translation for radically simplified global translation – enables marketers to engage customers in their preferred language across all interactions quickly and cost-effectively.

The suite also includes solutions for web content management, marketing campaigns, e-commerce, analytics, and documentation.

“We are in a new age of customer marketing where the journey and post-sale behavior can glean insights for brands to make smarter decisions about how they build relationships,” said Mark Lancaster, CEO, SDL. “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.”

Lancaster notes that by 2017, 70% of customer communications will be digital, contextualized and consumed on demand with multiple channels, including Web, mobile devices and social media.

“Enterprises are taking steps to provide a more personalized and engaging customer experience for traditional communications such as transaction documents, marketing collateral and point-of- purchase displays. Today, only 22% of those customer communications are digital — the majority are still paper-based. “

The SDL Customer Experience Cloud will be available in Australia, China, India, Japan, Korea, Singapore, Taiwan, Thailand and Vietnam.