Welcome!

IoT User Interface Authors: Elizabeth White, John Basso, Dan Potter, Pat Romanski, Liz McMillan

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.

@CloudExpo Stories
The cloud competition for database hosts is fierce. How do you evaluate a cloud provider for your database platform? In his session at 18th Cloud Expo, Chris Presley, a Solutions Architect at Pythian, gave users a checklist of considerations when choosing a provider. Chris Presley is a Solutions Architect at Pythian. He loves order – making him a premier Microsoft SQL Server expert. Not only has he programmed and administered SQL Server, but he has also shared his expertise and passion with b...
"Operations is sort of the maturation of cloud utilization and the move to the cloud," explained Steve Anderson, Product Manager for BMC’s Cloud Lifecycle Management, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
We're entering the post-smartphone era, where wearable gadgets from watches and fitness bands to glasses and health aids will power the next technological revolution. With mass adoption of wearable devices comes a new data ecosystem that must be protected. Wearables open new pathways that facilitate the tracking, sharing and storing of consumers’ personal health, location and daily activity data. Consumers have some idea of the data these devices capture, but most don’t realize how revealing and...
Unless your company can spend a lot of money on new technology, re-engineering your environment and hiring a comprehensive cybersecurity team, you will most likely move to the cloud or seek external service partnerships. In his session at 18th Cloud Expo, Darren Guccione, CEO of Keeper Security, revealed what you need to know when it comes to encryption in the cloud.
What are the successful IoT innovations from emerging markets? What are the unique challenges and opportunities from these markets? How did the constraints in connectivity among others lead to groundbreaking insights? In her session at @ThingsExpo, Carmen Feliciano, a Principal at AMDG, will answer all these questions and share how you can apply IoT best practices and frameworks from the emerging markets to your own business.
Ask someone to architect an Internet of Things (IoT) solution and you are guaranteed to see a reference to the cloud. This would lead you to believe that IoT requires the cloud to exist. However, there are many IoT use cases where the cloud is not feasible or desirable. In his session at @ThingsExpo, Dave McCarthy, Director of Products at Bsquare Corporation, will discuss the strategies that exist to extend intelligence directly to IoT devices and sensors, freeing them from the constraints of ...
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
SYS-CON Events announced today the Kubernetes and Google Container Engine Workshop, being held November 3, 2016, in conjunction with @DevOpsSummit at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA. This workshop led by Sebastian Scheele introduces participants to Kubernetes and Google Container Engine (GKE). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, students learn the key concepts and practices for deploying and maintainin...
Extracting business value from Internet of Things (IoT) data doesn’t happen overnight. There are several requirements that must be satisfied, including IoT device enablement, data analysis, real-time detection of complex events and automated orchestration of actions. Unfortunately, too many companies fall short in achieving their business goals by implementing incomplete solutions or not focusing on tangible use cases. In his general session at @ThingsExpo, Dave McCarthy, Director of Products...
Cloud analytics is dramatically altering business intelligence. Some businesses will capitalize on these promising new technologies and gain key insights that’ll help them gain competitive advantage. And others won’t. Whether you’re a business leader, an IT manager, or an analyst, we want to help you and the people you need to influence with a free copy of “Cloud Analytics for Dummies,” the essential guide to this explosive new space for business intelligence.
Traditional IT, great for stable systems of record, is struggling to cope with newer, agile systems of engagement requirements coming straight from the business. In his session at 18th Cloud Expo, William Morrish, General Manager of Product Sales at Interoute, outlined ways of exploiting new architectures to enable both systems and building them to support your existing platforms, with an eye for the future. Technologies such as Docker and the hyper-convergence of computing, networking and sto...
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, discussed the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filterin...
IoT generates lots of temporal data. But how do you unlock its value? You need to discover patterns that are repeatable in vast quantities of data, understand their meaning, and implement scalable monitoring across multiple data streams in order to monetize the discoveries and insights. Motif discovery and deep learning platforms are emerging to visualize sensor data, to search for patterns and to build application that can monitor real time streams efficiently. In his session at @ThingsExpo, ...
Enterprise networks are complex. Moreover, they were designed and deployed to meet a specific set of business requirements at a specific point in time. But, the adoption of cloud services, new business applications and intensifying security policies, among other factors, require IT organizations to continuously deploy configuration changes. Therefore, enterprises are looking for better ways to automate the management of their networks while still leveraging existing capabilities, optimizing perf...
Internet of @ThingsExpo has announced today that Chris Matthieu has been named tech chair of Internet of @ThingsExpo 2016 Silicon Valley. The 6thInternet of @ThingsExpo will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
When building large, cloud-based applications that operate at a high scale, it’s important to maintain a high availability and resilience to failures. In order to do that, you must be tolerant of failures, even in light of failures in other areas of your application. “Fly two mistakes high” is an old adage in the radio control airplane hobby. It means, fly high enough so that if you make a mistake, you can continue flying with room to still make mistakes. In his session at 18th Cloud Expo, Lee...
Early adopters of IoT viewed it mainly as a different term for machine-to-machine connectivity or M2M. This is understandable since a prerequisite for any IoT solution is the ability to collect and aggregate device data, which is most often presented in a dashboard. The problem is that viewing data in a dashboard requires a human to interpret the results and take manual action, which doesn’t scale to the needs of IoT.
Continuous testing helps bridge the gap between developing quickly and maintaining high quality products. But to implement continuous testing, CTOs must take a strategic approach to building a testing infrastructure and toolset that empowers their team to move fast. Download our guide to laying the groundwork for a scalable continuous testing strategy.
Much of IT terminology is often misused and misapplied. Modernization and transformation are two such terms. They are often used interchangeably even though they mean different things and have very different connotations. Indeed, it is somewhat safe to assume that in IT any transformative effort is likely to also have a modernizing effect, and thus, we can see these as levels of improvement efforts. However, many businesses are being led to believe if they don’t transform now they risk becoming ...
"We provide DevOps solutions. We also partner with some key players in the DevOps space and we use the technology that we partner with to engineer custom solutions for different organizations," stated Himanshu Chhetri, CTO of Addteq, in this SYS-CON.tv interview at DevOps at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.