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Media Coverage

Reaching Millennials: Gen Yers Are 56 Percent More Likely to Discover Marketing Content on Social Networks than Via Search Engines or Email, New SDL Study Shows

"The average Millennial checks their smartphone 45 times a day, and is 56 percent more likely to discover brand content on social networks than via search engine or traditional email, according to a new study by SDL."


Source: Bulldog Reporter, March      
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77% of Shoppers Abandon Baskets: 3 Easy Tips for Online Retailers

"A new survey has revealed that 77% of online shoppers are abandoning their baskets at checkout – but why, and what can you do about it?"


Source: Business2Community, March      
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Strengthening Digital Customer Engagement by Creating Buyer Personas

"The development of customer personas should not be approached as a one-size-fits-all type exercise. Well-conceived personas should be mapped back to the full range of the touchpoints and digital activities that customers are using to interact with a company. "


Source: 1to1Media, March     
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5 SIGNS YOUR CUSTOMER EXPERIENCE IS BROKEN … AND 5 WAYS TO FIX IT

"A recent report commissioned and published by customer experience software vendor SDL found “60 per cent of global consumers are willing to pay more for a product if the brand delivered a positive customer experience.” ."

Source: Working Three, March     
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What happens when the customer experience heads to the cloud?

"Both the cloud and the marketing industry are all about speed. There is no other technology that can provide the computing power and agility to get campaigns moving not only quickly but cost-effectively as well."


Source: TechRadar Pro March     
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Is the Cloud and Marketing a match made in Heaven?

"Engaging with customers has always been difficult, but it’s never been this complicated. There are many potential interactions and channels to consider in the selling process now, and brands need to fully understand their customers and establish long-term relationships that incorporate their needs and expectations."


Source: Fourth Source, March     
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Making Marketing Campaigns Relevant to Millennials

"SDL's study on 300 Millennials in North America is part of a larger look for SDL called “Five Truths for Future Marketers,” a series that will share millennial preferences and behaviors, and recommends best practices for evolving marketing to connect with the next generation of customers.

The first conclusion is that 'campaigns are extinct.' "


Source: CMSWire, March     
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APACSale Sees 50% Surge In Email Click-To-Open Rates

"With the SDL Intelligent Marketing Suite, APACSale is able to handle the influx of customer data being generated and offer valued interactions based on individual preferences. The solution gives marketers access to data they needed to reach their goals and keep customer interactions consistent and personalized without straining internal resources."


Source: Retail TouchPoints, March  
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realtouchpoints.com

What We All Thought About Millennials Is Actually True

"Every brand, well most of them, desperately want to understand millennials – their online behavior, where they spend their time, what they care about, how they work, purchase patterns, etc. And the reason is pretty simple. There are over 80 million of them roaming the Internet, which is by far the largest generation to date.

They are also influential and they buy a lot of products too."


Source: LinkedIn Pulse, March    
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Gulliver Travel Associates selects translation tech

"Using the translation technology platform provided by SDL, GTA is able to localise tens of thousands of hotel and ground travel descriptions to its global customer base. The end result is a consistent customer experience, customised by language and culture, delivered around the world."


Source: Retail Technology, March    
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Making Marketing Campaigns Relevant to Millennials

"It's not an easy question to answer. But millennials are the up-and-coming buying generation for marketers, of course. They are the smartphone-loving, screen-touching, head-buried-in-screens, tweeting generation. And knowing what they want could make the difference between profit and loss."


Source: CMSWire, March    
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Do You Want to Be Tracked While You Shop?

"Based on a recent, three-country study, the majority (76%) of those with a smartphones are not comfortable with retailers tracking their in-store movements though smartphones and Wi-Fi simply because they are not aware of why they are being tracked."


Source: LinkedIn Pulse, March    
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If You Want Real Time Marketing ROI, Know Your Buyer

"Intelligent onsite search, and data-driven merchandising and personalization technology from SDL helps retailers improve the product discovery process for online shoppers. SDL Fredhopper is designed to give e-Commerce marketers full control, so they can optimize and personalize catalogues and content, enabling a seamless digital shopping journey. The solution is offered as part of SDL’s Customer Experience Cloud."


Source: CMSWire, March    
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Survey: Social media key to reaching millennials

"According to SDL, five out of six millennials connect with companies on social media sites, with most content found on Facebook, Twitter and YouTube. More than half of those surveyed (60 percent) said they connect with companies online to get discounts, while 55 percent do so for free perks. "


Source: Worcester Business Journal Online, March    
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How to Score Cool Points with Millennials

"A new study from SDL shows just how powerful millennials - those born from 1978-1996 - are when it comes to online buying power and, just as equally, their digital demands. In fact, SDL's research indicates this consumer group makes their own brand experiences, across multiple channels and devices."

Source: Website Magazine, March    
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When Are Consumers Willing to Share Personal Info With Brands?

"Most consumers (62%) say they worry about how their personal information is being used by marketers, according to a recent report from SDL."


Source: MarketingProfs, March    
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Five Ways To Become More Agile And Responsive To Your Customers' Needs

"About a month ago I wrote a piece called: Are You Sure Your Customers Will Wait Two Years For You To Change? The title and thrust of the piece was based on a conversation that I had had with Mark Lancaster, CEO of SDL, where he said: “When an executive team, in a large organisation, decides to do something and when it actually gets done can take up to two years.” The piece caused quite a bit of discussion and debate. Therefore, I thought it would be worthwhile exploring the issue a bit more. As a result, I thought I’d ask a number of people I have interviewed over the last few months to give their thoughts and feedback on the issues that the article generated. "


Source: Forbes, March    
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Consumers Reward Trusted Brands Despite Privacy Concerns

"Today, consumers are willing to share personal data with trusted brands despite the growing concerns about privacy, according to a new study by SDL. Whether this results in favorable purchasing decisions is unclear. However, it does suggest that there is a fascinating power that exists with trusted brands."


Source: Business2Community, March    
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Preferences and Privacy: Respecting Customers’ Personal Data

"In this era of the empowered customer, companies must understand that, while data and consumer insights may be available at every turn, preserving privacy breeds trust. With technology becoming increasingly invasive, consumers are growing wary of the safety measures in place as identity theft and data breaches gain prevalence in the public eye. Most wonder how feeding this information to their favorite brands will impact them in the future."


Source: 1to1Media, March    
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A Business Built on Sand versus One Sitting on Solid Rock

"When a video goes viral or an offensive tweet is heard around the world, a business must respond immediately, acknowledge the wrongdoing and show how it’s taking action to make things right. The worst thing to do is ignore it. Look for opportunities to provide reassurance even after the crisis has passed."


Source: Business2Community, March    
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5 signs your customer experience is broken ... and 5 ways to fix it

"During one of my many visits to an airline lounge I met the chief executive of an Australian retailer. He asked me what I did for a living. And I explained our company is a customer experience and digital innovation consultancy. His response was as follows: 'I hear people talking about customer experience a lot but don’t businesses already know everything about their customers? Isn’t the experience obvious?' "


Source: Business Review Weekly, March    
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In Brands We Trust - Why Brands Must Treat Trust Like Gold

"Consumers reward trusted brands: Globally, 79 percent of respondents are more likely to provide personal information to a “trusted” brand."


Source: Forbes, March    
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In Love and in Business, Trust Is the Beginning, Middle and End of the Story

"The thing about trust is that while you can work a lifetime to earn it, it can be completely lost in an instant. Four out of five respondents said they would be more likely to give their personal information to a “trusted” brand, according to the survey, which involved surveying 4,000 consumers in the U.S., the U.K, and in Australia."


Source: Entrepreneur, March    
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Web Privacy In the Spotlight: 79 Percent of Customers are Willing to Provide Personal Information To a “Trusted Brand,” New SDL Privacy Study Finds

"A majority of consumers worry about how marketers use their personal data, but 79 percent are more likely to provide personal information to what they consider a “trusted brand,” according to a new consumer behavior study from SDL."


Source: Bulldog Reporter, March    
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Report Finds US Consumers Willing to Give Personal Info to Trusted Brands

"Despite there being a majority of respondents expressing privacy concerns regarding the collection of personal and shopping data, only a fraction of those surveyed actually take measures to protect themselves. Sixty-five percent of consumers rarely or never read a website’s privacy policy, and 72% rarely or never use do-not track and incognito functions on their mobile devices and computers."


Source: Colloquy, March    
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SDL Pivots from Language Services to Customer Experience

"Common Sense Advisory thinks that this investment will serve SDL well in the global CXM market niche – companies growing their web presence to 20, 30, or 40 locales"


Source: Common Sense Advisory, February    
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The Problem with Privacy

"The glue that holds this big data balancing act together, it seems, is trust. Consumers will never be comfortable with giving up private information, and who can blame them? That’s why, in theory, most oppose the idea of, say, “checking in” to a restaurant to score free food. In practice though, many will do it anyway. Why? Because despite skepticism, consumers trust brands that don’t wrong them."


Source: DestinationCRM, February    
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Private Lives and Brands: 'We love you; we love you not.'

"Even though mobile-tracking of shoppers in stores is a new pursuit—and one used largely to inform merchandising and staffing decisions based on aggregate traffic patterns—82% of Americans surveyed told SDL they worried that retailers were tracking their every move. Brits (74%) and Aussies (75%) felt digital eyes on them in stores, too, though to a lesser degree."


Source: Direct Marketing News, February    
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Nearly 80% of Customers Will Provide Personal Information to a “Trusted Brand” - See more at: http://loyalty360.org/resources/article/nearly-80-of-customers-will-provide-personal-information-to-a-trusted-brand#sthash.2V1faY2Y.dpuf

Consumers reward trusted brands: Globally, 79% of respondents are more likely to provide personal information to a “trusted” brand. This underscores the need for brands using digital marketing to develop trust and understand what information consumers are willing to exchange with a brand."


Source: Loyalty360, February    
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Study: Consumers Wary of Marketers Using Big Data For the right brand, some personal information is OK

"A new study from SDL, a content management and analytics firm, found that nearly two-thirds of consumers in the U.S. and around the world are worried about how marketers are using their personal information, and 82 percent in the U.S. aren't comfortable being tracked in stores via smartphones and WiFi."


Source: AdWeek, February    
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Three Steps for Modernizing Enterprise Customer Experience

"It doesn't come as a surprise to hear that a major challenge for organizations today lies in customer experience as they struggle to engage with customers across channels consistently and effectively. Many of us can relate to the negative experiences we've had with brands, and often ask ourselves this: With of all of the customer data and technology available today, how are brands still failing? Getting at the answer to this question, most CMOs (88 percent) admitted in a recent CMO Council study they did not have a real-time, well-integrated view of customer interactions across their enterprises."


Source: 1to1Media, February    
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SDL Fredhopper Helps Retailers Improve Online Merchandising Strategies

"Intelligent onsite search, and data-driven merchandising and personalization technology from SDL helps retailers improve the product discovery process for online shoppers. SDL Fredhopper is designed to give e-Commerce marketers full control, so they can optimize and personalize catalogues and content, enabling a seamless digital shopping journey. The solution is offered as part of SDL’s Customer Experience Cloud."


Source: Retail TouchPoints, February  
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realtouchpoints.com

Growing Acceptance of SaaS Is Good News for CXM

"The challenge of engaging with customers has extended beyond just selling them on product cost and quality. To maximize business opportunities, companies need to understand their customers and establish long-term relationships that incorporate their needs and expectations."


Source: DestinationCRM, February    
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SDL Fredhopper Helps Retailers Improve Online Merchandising Strategies

"Intelligent onsite search, and data-driven merchandising and personalization technology from SDL helps retailers improve the product discovery process for online shoppers. SDL Fredhopper is designed to give e-Commerce marketers full control, so they can optimize and personalize catalogues and content, enabling a seamless digital shopping journey. The solution is offered as part of SDL’s Customer Experience Cloud."


Source: Retail TouchPoints, February  
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realtouchpoints.com

SDL Moves Its Customer Experience Platform into the Cloud

"A new year traditionally brings big changes with many organizations and this year marks some good changes for SDL. It announced a restructuring of its organization and a new cloud-based offering that will keep it competitive with the likes of Adobe, Salesforce and Oracle."


Source: Digital Tech Diary, February   
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Are You Ready For Your Future Customers?

"Post-Millennials. Digital natives. Generation Z. While no clear definition of the newest consumer cohort exists, this is clear: If you’re not creating a distinct plan for reaching out to this generation—some of whom haven’t even been born yet—then you’re running out of time."


Source: CMO, February
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SDL Turns Vision Into Reality With Its Customer Experience Cloud

"Launching SDL Customer Experience Cloud is the first in planned series of announcements over this year, O'Neill notes. The suite integrates campaign management, language translation solutions, social intelligence and analytics, and Web content management.  Customer Experience Cloud is designed to empower customer facing teams including customer support, marketing, and e-commerce to better understand their current online customer experience and then improve it by offering contextually relevant interactions."

Source: Direct Marketing News, February
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SDL places focus on customer experience space

"The trend for retailers has been to provide a consistent customer experience both in-store and online, but we’re looking to extend this consistency across all channels, all devices, all languages and geographies. We’re trying to bring all relevant customer experience technologies – eCommerce engines, campaign management, social media intelligence, language translation – under one single interface that streamlines companies’ customer experience initiatives and makes them easier to manage"


Source: Essential Retail, February
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Are You Sure Your Customers Will Wait Two Years For You To Change?

"One of the biggest challenges for all firms looking to improve their customer experience is to align their senior team so that they are all focused on delivering the same objectives and are aligned to their brand and customers rather than their own departments."


Source: Forbes, February  
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Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL

"One of the biggest challenges for all firms looking to improve their customer experience is to align their senior team so that they are all focused on delivering the same objectives and are aligned to their brand and customers rather than their own departments."


Source: Adrian Swinscoe, January
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Why Agility is the New Marketing Mandate

"Delivering effective customer experiences isn't just about being the first, it’s about being able to modify and adapt to changing customer sentiments, market dynamics and devices. When it comes to agility, cloud-based technologies are a key component of ensuring marketing success."


Source: CMSWire, January   
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SDL releases customer experience suite

"The product suite consists of web content management and several other pieces including a social component, a translation piece along with marketing, ecommerce and analytics."


Source: FierceContentManagement, January
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SDL looks to battle Oracle, Salesforce.com in 'customer experience'

"The SDL Customer Experience Cloud brings together Web content management, campaign management, social analytics, e-commerce, language translation services and documentation, with a unified user interface, according to a company announcement Monday. The suite is the result of several years of work, according to SDL."


Source: CMO Australia, January
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Complete customer experience management in the cloud

"The Customer Experience Cloud gives companies the power to optimize multichannel customer experiences from any device, understand brand health and product perception in real time, and nimbly adjust campaign strategies to increase marketing effectiveness and impact revenue--all from a single interface."


Source: KMWorld, January
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Upgrading Today’s Customer Experience

"Any CMO will tell you that one of their ongoing business challenges is consistently engaging with both their existing and prospective customers across all channels. According to a recent study issued from the CMO Council, nearly 80 percent of senior B2B marketing executives admit that they fail to deliver updated news and insights about accounts and prospects to their sales organisations. With all of the updated technology and marketing data available to build effective customer experience campaigns, why aren’t organisations taking greater advantage?"


Source: B2BMarketing, January
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SDL Unveils New Business Strategy, Customer Experience Cloud

"CXC was designed to empower employees across the entire organization — from marketing to customer service — with the data they need to better understand customers. Using these insights, they can create, manage and deliver relevant, personalized campaigns. The product is the first in a series of new, cloud-based solutions to be released throughout 2014 as part of SDL’s Customer Experience Management (CXM) strategy."


Source: Retail TouchPoints, January
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SDL Launches SDL Customer Experience Cloud

"As 2013 comes to an end, many marketers are looking ahead and assessing what will impact the digital-marketing world in 2014. As CMOs plan for next year, it’s important to consider the impact that emerging technologies will have on both marketing capabilities and consumer expectations."


Source: DestinationCRM, January
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SDL suite promises cross channel, device functionality

"The SDL Customer Experience Cloud gives retailers and other online brands the ability to offer optimized multi-channel experiences to their customers. The suite of tools works across channels and devices; the suite also offers an assist for translation/language services so that multi-national brands can create and launch campaigns that will be understood around the globe."


Source: BizReport, January
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SDL Launches SDL Customer Experience Cloud™, Aiming to Deliver Personalized Customer Experiences

"The SDL Customer Experience Cloud™ has been introduced in order to make it easier to deliver data-driven experiences at each point of the buying journey, regardless of location or device. "


Source: CMSCritic, January
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SDL launches personalized cloud solutions for retailers

"SDL’s Customer Experience Cloud ,gives companies the power to optimize multi-channe l customer experiences from any device, understand brand health and product perception in real-time, and nimbly adjust campaign strategies to increase marketing effectiveness and impact revenue—all from a single interface."


Source: Retail Digital, January  
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SDL looks to battle Oracle, Salesforce.com in 'customer experience'

"The SDL Customer Experience Cloud brings together Web content management, campaign management, social analytics, e-commerce, language translation services and documentation, with a unified user interface, according to a company announcement Monday. The suite is the result of several years of work, according to SDL."


Source: CIO, January  
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GUEST COMMENT Unstructured social data – the building block of big data success

"The legacy of the past year’s Big Data buzz is clear to see. The majority of marketers today are fully engaged with the term, and many have even mastered the difficult balancing act between ambitious theorising and practical application, successfully incorporating Big Data usage into their business strategies. The repeated refrain of “data is nothing without insight,” has become familiar ground for retailers who are now savvy to the importance of harnessing readily available information, both internal and external to their businesses, and using it to understand their customers better."


Source: Internet Retailing, January  
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Beyond the Search Box

"If we want to keep the “e” in e-commerce, we should start believing that it stands for “experience” more than anything else. In 2014, the movers and shakers in e-commerce won't be thinking about just the transaction – or just the satisfaction of their customers. They'll be investing in the commerce experience as a whole."


Source: Direct Marketing News, January  
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7 Steps to Map and Drive the Customer Experience

"We continually hear companies say that customer experience is extremely important to them. Yet, according to a Bain & Company survey, 80 percent of businesses believe their customer experience is superior, while only 8 percent of customers agree."


Source: Target Marketing, January  
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Find out What the SDL/North Plains Strategic Partnership Really Means for Them and For the Industry

"The strategic partnership agreement between SDL and North Plains is big news for many reasons. The companies will work together to develop joint sales and marketing initiatives but for both companies this is really about driving digital customer experiences."


Source: DAM Coalition, January  
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Lost and found: Why journey mapping is critical to your business

"In theory an effective journey map highlights the actual flow of the customer experience - from initial awareness of a need to fulfillment of that need. They force a business to look at all of the components of the experience, not just the ones that are well understood, currently surveyed, or well-funded for innovation/process improvement. "


Source: MyCustomer.com, January
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How can businesses reach their potential in 2014?

"As consumers switch to shopping across multiple channels and blend online with offline shopping, ecommerce companies should be looking to establish a high street presence, either through permanent showrooms or pop ups, so customers can see products up close and try before they buy."


Source: BDaily, January  
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