Welcome!

AJAX & REA Authors: Roger Strukhoff, Pat Romanski, Kevin Benedict, Gary Kaiser, Michael Bushong

News Feed Item

SDL Unveils Comprehensive Customer Experience Management (CXM) Strategy, Structure, Roadmap and Vision

SDL (LSE: SDL) today unveiled an expanded Customer Experience Management (CXM) strategy, organizational structure and cloud-based product offerings as part of a comprehensive go-to-market update. With today’s announcements, SDL secures its place as one of the leading technology vendors focused on the growing CXM market with over 1,500 enterprise customers and 72 of the top 100 global brands leveraging its CXM offerings.

Through a series of product releases, company milestones, executive hires and a new corporate structure and sales model, SDL has made significant investments to deliver products that help marketers create a seamless customer experience across all devices, geographies, channels and languages.

“We have spent the past several years developing a product portfolio, corporate structure and team of employees that believe in the commitment to deliver great customer marketing,” said Mark Lancaster, CEO of SDL. “We believe that despite the recent market and technology focus on customer experience, companies are still not meeting customer needs and are primed for innovation. After several years of investments, we have all of the necessary elements to expand our leadership in this critical space – in 2014 and far beyond.”

SDL’s expanded CXM strategy is comprised of several recent corporate developments:

Substantial Investment and Focus on Cloud Delivery

Today, SDL released its new flagship product, the Customer Experience Cloud (CXC), the most advanced cloud-based customer experience platform comprised of social intelligence, documentation, customer analytics, campaign management, e-commerce and web content management solutions. The technology stack is fully integrated with leading language capabilities, all available within a single user interface and integrated user experience.

The CXC marks the beginning of a strategic rollout of new cloud-based products throughout the year. To support this year-long rollout, SDL has hired longtime data center evangelist Jan Wiersma as head of cloud operations. Wiersma is tasked with managing a proactive, agile and global cloud operations strategy.

Comprehensive, Integrated Product Portfolio

SDL has restructured the company to focus on improving the customer experience, aligning its corporation into two divisions: Customer Experience Solutions and Language Solutions. The divisions are designed to streamline how SDL approaches the customer experience market and unify SDL’s powerful product portfolio into a broader vision of the next generation of CXM.

Over the past six years, SDL has completed eight acquisitions in the areas of marketing campaigns, social intelligence, content management, mobility and e-commerce. These pieces are now fully integrated and delivered through the newly released Customer Experience Cloud.

"It’s essential for our brand to have a consistent customer experience across all of our sales channels, whether in-store, online or across any device, geography and language,” said Nicola Arnese, Ebusiness Manager at Alitalia. “We’ve depended on SDL to give us a consistent brand experience for years, and we look forward to future cloud solutions from SDL to deliver an integrated and agile addition to our customer experience strategy.”

During the past year, several SDL solutions were recognized by leading organizations for awards including the International Business Awards, American Business Awards and European Business Awards. Combined, these awards showcase the significance of each SDL product that when delivered via the CXC provides a complete, comprehensive customer experience platform across all industries.

CXM-driven Executive Organization

During the second half of 2013, SDL introduced several experienced technology executives to the company, including:

  • COO Jean-Pierre Dekker, an experienced process optimization professional with past experience at GE, HgCapital, Lumesse and Visma.
  • CMO Paige O’Neill, a senior marketing executive with nearly 20 years of experience at companies such as Teradata (formerly Aprimo) and Oracle.
  • CFO Dominic Lavelle, a qualified Chartered Accountant with 25 years of financial experience at companies including Mothercare, Oasis, Allders and Alfred McAlpine.
  • VP of Language Solutions, North America Kathleen Bostick, a global marketing veteran with over 20 years of experience at companies such as Lionbridge and International Language Engineering.
  • VP of Cloud Operations Jan Wiersma, an IT infrastructure manager, enterprise architect and thought leader for over 15 years.

The new hires are proven industry leaders in their field that understand how to consolidate and integrate complementary technologies to deliver business benefits. They join existing CTO Dennis van der Veeke, Language Solutions CEO Dominic Kinnon and VP of Strategy & Acquisitions Otto de Graaf as key corporate leaders charged with delivering on SDL’s customer experience management vision.

For more information about SDL’s customer experience management capabilities, visit www.sdl.com.

About SDL

SDL (LSE: SDL) allows companies to optimize their customers’ experience across the entire buyer journey. Through its web content management, analytics, social intelligence, campaign management and translation services, SDL helps organizations leverage data-driven insights to understand what their customers want, orchestrate relevant content and communications, and deliver engaging and contextual experiences across languages, cultures, channels and devices.

SDL has over 1,500 enterprise customers, over 400 partners and a global infrastructure of 70 offices in 38 countries. We also work with 72 of the top 100 brands. For more information, please visit http://www.sdl.com.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Cloud Expo Breaking News
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at Internet of @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, will discuss the underlying factors that are driving the economics of intelligent systems. Discover how hardware commoditization, the ubiquitous nature of connectivity, and the emergence of Big Data and analysis are providing the pull to meet customer expectations of a widely connected, multi-dimensional universe of people, things, and information.
After a couple of false starts, cloud-based desktop solutions are picking up steam, driven by trends such as BYOD and pervasive high-speed connectivity. In his session at 15th Cloud Expo, Seth Bostock, CEO of IndependenceIT, cuts through the hype and the acronyms, and discusses the emergence of full-featured cloud workspaces that do for the desktop what cloud infrastructure did for the server. He’ll discuss VDI vs DaaS, implementation strategies and evaluation criteria.
There will be 50 billion Internet connected devices by 2020. Today, every manufacturer has a propriety protocol and an app. How do we securely integrate these "things" into our lives and businesses in a way that we can easily control and manage? Even better, how do we integrate these "things" so that they control and manage each other so our lives become more convenient or our businesses become more profitable and/or safe? We have heard that the best interface is no interface. In his session at Internet of @ThingsExpo, Chris Matthieu, Co-Founder & CTO at Octoblu, Inc., will discuss how these devices generate enough data to learn our behaviors and simplify/improve our lives. What if we could connect everything to everything? I'm not only talking about connecting things to things but also systems, cloud services, and people. Add in a little machine learning and artificial intelligence and now we have something interesting...
Cloud computing started a technology revolution; now DevOps is driving that revolution forward. By enabling new approaches to service delivery, cloud and DevOps together are delivering even greater speed, agility, and efficiency. No wonder leading innovators are adopting DevOps and cloud together! In his session at DevOps Summit, Andi Mann, Vice President of Strategic Solutions at CA Technologies, will explore the synergies in these two approaches, with practical tips, techniques, research data, war stories, case studies, and recommendations.
SYS-CON Events announced today that Cloudian, Inc., the leading provider of hybrid cloud storage solutions, has been named “Bronze Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Cloudian is a Foster City, Calif.-based software company specializing in cloud storage. Cloudian HyperStore® is an S3-compatible cloud object storage platform that enables service providers and enterprises to build reliable, affordable and scalable hybrid cloud storage solutions. Cloudian actively partners with leading cloud computing environments including Amazon Web Services, Citrix Cloud Platform, Apache CloudStack, OpenStack and the vast ecosystem of S3 compatible tools and applications. Cloudian's customers include Vodafone, Nextel, NTT, Nifty, and LunaCloud. The company has additional offices in China and Japan.
SYS-CON Events announced today that Esri has been named “Bronze Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Esri inspires and enables people to positively impact the future through a deeper, geographic understanding of the changing world around them. For more information, visit http://www.esri.com.
Cloud Computing is evolving into a Big Three of Amazon Web Services, Google Cloud, and Microsoft Azure. Cloud 360: Multi-Cloud Bootcamp, being held Nov 4–5, 2014, in conjunction with 15th Cloud Expo in Santa Clara, CA, delivers a real-world demonstration of how to deploy and configure a scalable and available web application on all three platforms. The Cloud 360 Bootcamp, led by Janakiram MSV, an analyst with Gigaom Research, is the first bootcamp that introduces the core concepts of Infrastructure as a Service (IaaS) based on the workings of the Big Three platforms – Amazon EC2, Google Compute Engine, and Azure VMs. Bootcamp attendees will get to see the big picture and also receive the knowledge needed to make the best cloud decisions for their business applications and entire enterprise IT organization.
The Internet of Things promises to transform businesses (and lives), but navigating the business and technical path to success can be difficult to understand. In his session at 15th Internet of @ThingsExpo, Chad Jones, Vice President, Product Strategy of LogMeIn's Xively IoT Platform, will show you how to approach creating broadly successful connected customer solutions using real world business transformation studies including New England BioLabs and more.
“Distrix fits into the overall cloud and IoT model around software-defined networking. There’s a broad category around software-defined networking that’s focused on data center, and we focus on the WAN,” explained Jay Friedman, President of Distrix, in this SYS-CON.tv interview at the Internet of @ThingsExpo, held June 10-12, 2014, at the Javits Center in New York City. Internet of @ThingsExpo 2014 Silicon Valley, November 4–6, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading IoT industry players in the world.
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using the URL as a basic building block, we open this up and get the same resilience that the web enjoys.
“The Internet of Things is a wave that has arrived and it’s growing really fast. The concern at Aria Systems is making sure that people understand the ramifications of their attempts to monetize whatever it is they build on the Internet of Things," explained C Brendan O’Brien, Co-founder and Chief Architect at Aria Systems, in this SYS-CON.tv interview at the Internet of @ThingsExpo, held June 10-12, 2014, at the Javits Center in New York City. Internet of @ThingsExpo 2014 Silicon Valley, November 4–6, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading IoT industry players in the world.
The Internet of Things is a natural complement to the cloud and related technologies such as Big Data, analytics, and mobility. In his session at Internet of @ThingsExpo, Joe Weinman will lay out four generic strategies – digital disciplines – to exploit emerging digital technologies for strategic advantage. Joe Weinman has held executive leadership positions at Bell Labs, AT&T, Hewlett-Packard, and Telx, in areas such as corporate strategy, business development, product management, operations, and R&D.
SYS-CON Events announced today that DevOps.com has been named “Media Sponsor” of SYS-CON's “DevOps Summit at Cloud Expo,” which will take place on June 10–12, 2014, at the Javits Center in New York City, New York. DevOps.com is where the world meets DevOps. It is the largest collection of original content relating to DevOps on the web today Featuring up-to-the-minute news, feature stories, blogs, bylined articles and more, DevOps.com is where the thought leaders of the DevOps movement make their ideas known.
There are 182 billion emails sent every day, generating a lot of data about how recipients and ISPs respond. Many marketers take a more-is-better approach to stats, preferring to have the ability to slice and dice their email lists based numerous arbitrary stats. However, fundamentally what really matters is whether or not sending an email to a particular recipient will generate value. Data Scientists can design high-level insights such as engagement prediction models and content clusters that allow marketers to cut through the noise and design their campaigns around strong, predictive signals, rather than arbitrary statistics. SendGrid sends up to half a billion emails a day for customers such as Pinterest and GitHub. All this email adds up to more text than produced in the entire twitterverse. We track events like clicks, opens and deliveries to help improve deliverability for our customers – adding up to over 50 billion useful events every month. While SendGrid data covers only abo...
SYS-CON Events announced today that the Web Host Industry Review has been named “Media Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Since 2000, The Web Host Industry Review has made a name for itself as the foremost authority of the Web hosting industry providing reliable, insightful and comprehensive news, reviews and resources to the hosting community. TheWHIR Blogs provides a community of expert industry perspectives. The Web Host Industry Review Magazine also offers a business-minded, issue-driven perspective of interest to executives and decision-makers. WHIR TV offers on demand web hosting video interviews and web hosting video features of the key persons and events of the web hosting industry. WHIR Events brings together like-minded hosting industry professionals and decision-makers in local communities. TheWHIR is an iNET Interactive property.