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Find industry news, comment, hints, tips and best practice on the SDL corporate blog.
SDL Innovate 2013, San Jose CA June 13 - 14, 2013You can meet me at the upcoming SDL Innovate in San Jose. The agenda is fantastic and you'll have the opportunity to listen to leaders and innovators who drive the latest trends in Customer Experience Management. Our keynote speakers are Guy… Continue reading this post »
Posted by Jan Jaap Kolleman in Customer Experience Management , SDL Innovate
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SDL Innovate 2013, San Jose CA June 13 - 14, 2013You can meet me at the upcoming SDL Innovate in San Jose, where I'll be speaking more about how you can bring rich media to the Customer Experience. I hope you'll join us! Find out more>> Continue reading this post »
Posted by Wouter Maagdenberg in Customer Experience Management , SDL Innovate
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With my historic roots in marketing research, I’m painfully aware of the difficulties in conducting global research. To oversimplify the problem in a single phrase: “No survey scale can account for different cultural norms” It’s nearly impossible to fit multiple different cultures into… Continue reading this post »
Posted by Eric Nau in Social Data , Social Intelligence
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Earlier this month, we released SDL LiveContent 2013 SP1. Now I know that service packs are usually yawn inducing, but this release really packs a wallop for our customers: cutting publishing times in half, increasing scalability and usability, and adding support for new and updated conten… Continue reading this post »
Posted by Andrew Thomas in Digital Content , DITA , Dynamic Publishing , Structured Content , Technical Publishing
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It’s interesting how many companies are so active in looking at driving a better customer experience. Whether in marketing, sales, customer service or support, there seems to be a real desire to better understand customers, so you can engage with them better, and deliver what they want.It’… Continue reading this post »
Posted by Roger Luxton in Campaign Management and Analytics , Customer service , Global Customer Experience Management
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If you want to convince someone that machine translation (MT) is a technology best left well alone, you will find countless examples online to prove your point — just browse through one of the many websites dedicated to collecting content that has truly been "lost in translation" when proc… Continue reading this post »
Posted by Daniel Brockman in Language Technology , Localization , Tips and Tricks
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Keith Laska, CEO of Language Technologies for SDL will be presenting at Innovate in San Jose on June 14, 2013. He will be talking about how the “Big Data, Big Language” challenge for Global CXM can be addressed by the SDL Language Platform. Keith took some time away to answer a few questio… Continue reading this post »
Posted by John Cass in SDL Innovate
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Having been around the industry a while and working here at SDL I often have the good fortune to chat to very interesting and passionate folks around our industry; our customers, the content management practitioners we have as partners, analysts and basically whoever pulls up a chair next … Continue reading this post »
Posted by Ian Truscott in Customer Experience Management , Digital Content , Dynamic Publishing , Global Content , Global Customer Experience Management , Web Content Management
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Social data has its own characteristics that drive the strategies, workflows and technologies we employ to build our social intelligence platform. Our platform is open in that it can be used and integrated with our clients on three levels – UI, APIs and data. We are now offering SM2 as a s… Continue reading this post »
Posted by Jason Xue in Social Data , Social Intelligence , Social Media Monitoring
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I had the pleasure of flying down to Los Angeles recently and speaking with William Wong, SDL’s Vice President of Customer Solutions for Language Technologies, on how an organization or individual can determine whether human or machine translation, or a combination of the two, is a better … Continue reading this post »
Posted by Brittany Benson in Innovation , Language Technology , Localization , Machine Translation , SDL Research , Translation
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As businesses enter new global markets, whether through the traditional brick and mortar route or by launching their first website, communicating in the language of the customer has never been more important. What shouldn’t be overlooked as companies expand globally, is the need to communi… Continue reading this post »
Posted by Brittany Benson in Cloud Computing , Global Content , Innovation , Language Technology , Localization , Machine Translation , Social Media
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Like our children, all of the tracks at Innovate 2013 are equal. We have no favorites here. But in this post, I would like you to indulge me a little as I toot the horn for the Content Management tracks and take you through what we have planned for the content track on day two of this year… Continue reading this post »
Posted by Ian Truscott in Innovation
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Joe Stanhope – Chief Strategy Officer for SDL Campaign Management & Analytics – will be presenting at Innovate in San Jose, CA, he found time to chat about the challenges and opportunities facing companies when it comes to developing a great CXM program using insights. Here’s what he h… Continue reading this post »
Posted by John Cass in SDL Innovate
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There are two huge debates going on in the across all market sectors right now - the one that Forrester is spearheading around the need deliver contextual mobile engagement products and services, the other debate is the one around the use of something called responsive design (a method to … Continue reading this post »
Posted by Phillip Clement in Mobile
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We are at the start of a new movement, one that meets consumers where they are – regardless of where brands are. And, it’s a game changer. To help brands better understand this opportunity, we surveyed 4,000 consumers in the United States, United Kingdom, Singapore and Australia. The inten… Continue reading this post »
Posted by Joe Stanhope in Campaign Management and Analytics
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With our Customer Experience Summit only two weeks away, we're immensely excited by our speakers, agenda and by the participants who will be coming. I am absolutely certain that Pierluigi Collina, Scott Liewehr and Koen Pauwels will inspire, challenge and motivate us. At the same time, I e… Continue reading this post »
Posted by Sharon Fels in Customer Experience Management , E-commerce , Global Customer Experience Management , Mobile , Structured Content , Web Content Management
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2013 could be referred to as the year of the Croatian translator. So why is the Croatian Language so important? Croatia is expected to join the European Union on 1st July 2013. This means that Croatian will become the 24th Official Language of the European Union. As a result the Croatian p… Continue reading this post »
Posted by Marion Shaw in Localization , Translation
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This is my third and final blog post Loïc Dufresne de Virel, Localization Strategist at Intel, my initial post and second post. Loïc will be attending the Innovate 2013 conference in San Jose, here's the last part of my interview with Loïc regarding his tips on planning for customer experi… Continue reading this post »
Posted by John Cass in SDL Innovate
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We all know that social has changed the game – at SDL Social Intelligence, we enable our clients to interpret and analyze that vast data set in an effective, measurable way to drive organizational success. As the social market continues to evolve through consolidation and integration, our … Continue reading this post »
Posted by Russ Taufa in Social Data , Social Intelligence
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Big Data used to be about tackling the three Vs – volume, variety and velocity of information. Now, there’s a fourth: vernacular. Big Language means that business needs to act faster, listen more intently, and better understand customer intent – in dozens of languages.Customers who rely on… Continue reading this post »
Posted by Keith Laska in Big data , Cloud Computing , Innovation , Language Technology , Localization , Machine Translation , Predictive Analytics , Sentiment Analysis , Translation
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Advanced language technologies, such as machine translation, have a direct impact on the business value and future of an enterprise. Our scientists contribute to this innovation by implementing advanced computer science and applying their discoveries into SDL products used in the market. T… Continue reading this post »
Posted by Brittany Benson in Innovation , Language Technology , Localization , Machine Translation , SDL Research
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Moneyball, Nate Silver and Social Intelligence – these subjects share a reputation for being data driven, but otherwise seem to be unrelated. Those reputations are well-deserved, but the three topics share some widely held misconceptions. Their use of data analysis is frequently misreprese… Continue reading this post »
Posted by Daryl Orts in Social Data , Social Intelligence
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There seems to be a real difference between marketing people who by nature are quite cautious, and those who are prepared to take a risk. Or to put it another way, to boldly go where they or their companies haven’t been before.I spend a fair bit of time with marketing teams, particularly t… Continue reading this post »
Posted by Roger Luxton in Big data , Business intelligence , Campaign Management and Analytics , Customer Experience Management , Tips and Tricks
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Machine Translation is coming. Yes, it's been around for years, but now it's hitting the mainstream language industry - and you need to decide on your strategy. "The price of inaction is far greater than the cost of making a mistake." - Meister Eckhart, 13th Century German Theologian At SD… Continue reading this post »
Posted by Andy Reid in Machine Translation , Translation
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As a marketer, it can be difficult to identify where and when to make changes to optimize your customer engagement strategy before it’s too late. Often times, you see the results of a campaign but have no real diagnostics for where and what went wrong or right so you can engage your custom… Continue reading this post »
Posted by Amber McCrory in Customer Experience Management , Customer Journey Mapping , Digital Content , Social Data , Social Intelligence
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We become scientists because we want to know and do more than we know and can do today. Often times we choose the problems we work on; other times, the problems choose us. Every week, we have ten ideas: one or two turn out to be good, most don’t. Sometimes we stick to one problem for a lif… Continue reading this post »
Posted by Daniel Marcu in Big data , SDL Research
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In this post Loïc Dufresne de Virel, Localization Strategist at Intel, describes his thinking on how to innovate for customer and digital experiences. This is my second post after the initial post with Loïc, who will be attending SDL's Innovate 2013 conference in San Jose on June 13-14, th… Continue reading this post »
Posted by John Cass in SDL Innovate
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On May 1st through the 3rd, one of the premier analyst research companies, Gartner Inc., held a conference in San Diego, CA providing coverage of the new strategies and technologies enabling companies to better understand and engage their customers, build loyalty and grow. Several SDL divi… Continue reading this post »
Posted by Jeff Hora in Customer Experience Management , Global Customer Experience Management , Innovation , SDL Innovate , Social Media
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As mentioned in the previous Technology Innovation Update, a lot is going on at SDL. Take a look at my latest SDL Technology Innovation Update video to find out more: A short introduction on this Video Blog The Beglobal Summit where, our local reporter in San Jose, Hannah Grap interviewed … Continue reading this post »
Posted by Dennis van der Veeke in Innovation
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As promised in my previous post about SDL Tridion's project driven approach, in this post I'd like to talk about External Content Libraries (ECL).Organizations often face the challenge of storing and providing access to ever-growing amounts of digital data. We’d love to think about a Utopi… Continue reading this post »
Posted by Arjen van den Akker in Web Content Management
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I watched Erik Wahl Graffiti Artist and public speaker yesterday here at the Gartner CRM event. He inspired me to “unthink” my presentation for today… usually my approach to big presentations like this is to keep an air of suspense… but after watching Erik produce three works of art (or is… Continue reading this post »
Posted by David Ashton in Global Customer Experience Management
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Whether your company or your competition is launching a new product into the market, there are two things to keep in mind. The first is how to maintain or increase your market share and the second is how to address your competition. In our recent webinar on product commitment, we reviewed … Continue reading this post »
Posted by Mallory Lux in Social Data , Social Intelligence
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The SDL Flatirons community is working together to raise money and awareness for PRIDE by running the Boulder Bolder, one of the largest 10k's in the US. Each team member is raising funds that will all be donated to PRIDE. In addition to the money raised by Team SDL the SDL Foundation will… Continue reading this post »
Posted by Jessica Connolly in SDL Foundation
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We are spending the day at the DataIQNOW! event talking about the value of data for businesses and sharing some of our best practice with data. Two of our finest, Will Stuart-Jones and Alex Simonson, are heading up a session that will show how brands can work with today’s empowered custome… Continue reading this post »
Posted by Rusty Warner in Campaign Management and Analytics
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Social media usage in business is exploding, but it hasn’t yet provided a “magic bullet” to help companies use it to improve their results. Companies struggle to jump from social media monitoring and listening to taking actions that improve their business. Marketers try to glean nuggets to… Continue reading this post »
Posted by Daryl Orts in Social Data , Social Intelligence , Social Media
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Innovate San Jose 2013 is fast approaching on June 13-14, the event show cases Innovation in customer experience strategy. To get an early glimpse at the high level of conversation you can expect from the attendees, I interviewed Loïc Dufresne de Virel, Localization Strategist at Intel, wh… Continue reading this post »
Posted by John Cass in SDL Innovate
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IT Professionals (IT Pros) have a checkered reputation. The media and popular culture would have us believe that these people (in the media imagination they are ALWAYS men...) are granularly focused on arcane technical matters, inhabit server rooms (at work AND at home...) or basement deve… Continue reading this post »
Posted by Jeff Hora in Customer Experience Management , Global Customer Experience Management , Innovation , SDL Innovate
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Customer journey mapping is not a new idea. In fact, the concept of “journeys” has become so pervasive you can’t go a day without hearing someone’s journey referenced in the media, a marketing campaign or conversations in the office. One of the challenges with a concept becoming so well un… Continue reading this post »
Posted by Donnell Wright in Customer Journey Mapping , Social Data , Social Intelligence
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As anyone who has organized an event knows, it takes a tremendous amount of elbow grease to nail down the Who, What, When, Where and How... and sometimes to the detriment of the Why.For our upcoming event, the Customer Experience Summit, we wanted the Why to be at the center of everything … Continue reading this post »
Posted by Sharon Fels in Customer Experience Management , E-commerce , Global Customer Experience Management , Mobile , Structured Content , Web Content Management
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The recent bombings at the Boston Marathon has affected people around the world in different ways. At SDL, we have two offices in the Boston area (Waltham and Wakefield) and many other persons with Boston ties. One of them is Warren Sukernek, VP of Social Business. He is a Boston native wh… Continue reading this post »
Posted by John Song in News , Social Intelligence , Social Media
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I’m excited to say that we will be launching a video series on social intelligence, starting with the video that you see here. Our team can discuss social intelligence all day long, but we thought it would be beneficial to ask some experts in market research who are currently leveraging so… Continue reading this post »
Posted by Amber McCrory in Customer Journey Mapping , Social Data , Social Intelligence
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Everyone’s familiar with the Ps of marketing; well, Social Intelligence has a few Ps of its own that vary from traditional research. The three Ps I’m referring to are: Past, Present and Prognostication. Sure, there are probably others, but let’s look at the ones related to periods of time.… Continue reading this post »
Posted by Will Scharf in Social Data , Social Intelligence
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I was honored when Gartner asked my colleague (Misia Tramp) and I to speak at the upcoming Gartner Customer 360 Summit. Overall the summit is geared at helping IT and Marketing executives capitalize on the shift away from traditional “inside-out” CRM and towards an outside-in customer-enga… Continue reading this post »
Posted by David Ashton in Customer Experience Management , Global Customer Experience Management , Innovation
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One of the many exciting parts of my job is to get out there and present to people some of the exciting stories that we have to share around social data and how it can better inform practice and process when it comes to the Customer Experience.In this presentation I made in London –as part… Continue reading this post »
Posted by James Ainsworth in Customer Experience Management , Social Data , Social Intelligence
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We’ve recently published a white paper at Retail TouchPoints, “5 Ways to Boost Marketing Revenue with Big Data” about the ways marketers can use Big Data to focus on the customer and boost revenue. We highlight several real-world case studies to prove the ROI of using Big Data to respond t… Continue reading this post »
Posted by Rusty Warner in Campaign Management and Analytics
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Customer decision making has shifted – it is no longer linear – we don’t control it as much as we once did. Influence typically stems more from peoples’ individual networks and less from organizations these days. Measuring, influencing and improving customer experience is very much a viabl… Continue reading this post »
Posted by James Ainsworth in Customer Experience Management , Customer Journey Mapping , Social Data , Social Intelligence
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This January, a CMO of a large company told me she was thrilled that her team tweeted 1.2 million times in 2012—surpassing its goal of 1 million. These kinds of “ego metrics”—website page views, Facebook fans, conference attendees, etc.—look great on a dashboard but don’t really move the n… Continue reading this post »
Posted by Koen Pauwels in Customer Experience Management
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So it’s Forrester Wave time again and again we can be proud that Forrester have placed us highest on the “Current Offering” axis meaning that we could again collect the best product award, if they gave out awards for such things. Sadly they don’t give awards, but if they did, as we shook … Continue reading this post »
Posted by Ian Truscott in Customer Experience Management , Digital Content , Web Content Management
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Loyalty and commitment have been two words used synonymously in marketing for quite some time. As a marketer myself, I’ve always been prone to use the word loyalty. In fact, I’d venture to say that most of you reading this probably don’t often hear of or think of building “customer commitm… Continue reading this post »
Posted by Amber McCrory in Customer Experience Management , Social Intelligence
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Looking for a chance to learn about the latest trends in the translation industry and connect to other language professionals? Then make your way to one of the cities on the SDL tour. Here are the top five reasons to come and see us this spring:1. To hear insightful views and ideas about t… Continue reading this post »
Posted by Anna Markova in Language Technology
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