1

2

4

I do have an Internet TV of a well known brand

anonimized for the purpose of this presentation

Let’s call the brand

I should have the following features

KDL-55HX820

Let’s push the

Internet Video button

Who-needs-a-manual attempt #1

YouTube is there, but…

9

Let’s download the latest drivers

Who-needs-a-manual attempt #2

11

Let’s update my Internet content

Who-needs-a-manual attempt #3

13

Let’s update my Internet widgets

Who-needs-a-manual attempt #4

15

16

I needed a beer!

Let’s get online and see if I can find something

Let’s search for my modelok, it doesn’t even assist me… but anyway

Okay, my model is not even listedThis doesn’t help

Let’s go to the support sectionIt feels a bit different, but who cares

Let search for my model againBy now, I know my model number by heart

CoolWe’re in business!

Finally, Netflix is listed in the How To sectionLet’s see how to set it up

Ok, so I need an Internet TVI thought I had one

Let’s try something elseHow to access BRAVIA Internet Video Feature

Damn, I don’t see the video iconThere must be something wrong with my eyes

Let’s take a look at the manualsThe i-Manual will probably contain what I need

Good Lord, it’s a PDF and it looks like crapLet search for NetFlix

Oooh, there is a Netflix button on my remoteRight, this is simple, strange I didn’t see that button before

This is driving me nutsWhere’s the damn button

○ I used “live” chat

– They disconnected me right away

– Tried it 4 times

– No luck

○ Sent an email to support

– Never got a reponse

Let’s use an assisted support model!!

32

I needed

another one!

Let’s tweet

Let’s buy a Google Chrome Cast

... Let’s buy a TV from another brand next time

36

a Digital Self-Service Experience

that helps turn Customers into

Advocates

From picking up the phone and

calling a customer support

agent to…

Customers’ Expectations are Changing

37

Our Solution Can Meet This Change

SDL Knowledge Center

Structured

Content

Management

Collaborative

Review

Dynamic

Knowledge

Delivery

38

… but what more is needed?

39

• Global• Hyper-relevant• Personal• Omnichannel• Contextual• Integrated• Seamless• Engaged

Experience

=

Context

x• Device• Channel• Language• Location• Activity• Date/Time• Product SKU

Data

• Customer Profile• Purchase History• Demographic• Industry• Downloads• Social Media • Cust. Support

Content

• Documentation• Videos• Blogs• Research• Landing Pages• Social Posts• Whitepapers

A new formula for digital experience

40

Orchestrated Throughout the Organization

Marketing

Customer

BehaviorBrand Assets Campaigns

41

Orchestrated Throughout the Organization

eCommerceProduct

CatalogPurchase

FunnelMerchandising

Management

Customer

BehaviorBrand Assets Campaigns

42

Orchestrated Throughout the Organization

Product

Manuals

Product

Satisfaction

Online

support

SupportProduct

CatalogPurchase

FunnelMerchandising

Management

Customer

BehaviorBrand Assets Campaigns

43

Towards a Unified Ecosystem

Product

Manuals

Product

Satisfaction

Online

support

Product

CatalogPurchase

FunnelMerchandising

Management

Customer

BehaviorBrand Assets Campaigns

44

... customers will traverse

multiple channels, blurring the line

between marketing and service

45

How stupid it may sound

we need the following

...

Content Mashups

47

Automatic Cross-Content and Cross-Source Linking

Manually created linksECL Use Case

Taxonomy driven links Automatic and transparent

48

Relevant Recommendations

Key Themes 2015-2016

50

Unified Digital DeliveryContextual Web Delivery

• Integrated with Customer Analytics (360° view)

• Cater for Mobile Experience

• Capabilities storing context and enriching context,

device detection, etc.

Content Delivery

• Responsible for delivering content in a high-scalable

and cloud architecture

• Can cope with multiple domain models like Tridion

specific, DITA, S1000D, or any other data source

• Dynamic mash-ups

• Federated search across all content no matter where

it is coming from

• Combined analytics to support the entire user

journey

• Caching service available removing the need to

resolve and prepare all data at publish / upload time

• OData Query services (standards-based)

Content Management

• Separate CMS systems for specific purposes will

remain

• Need to implement a standard publishing interface to

integrate with Content Delivery stack

Copyright © 2008-2014 SDL plc. All rights reserved. All company names, brand names, trademarks,

service marks, images and logos are the property of their respective owners.

This presentation and its content are SDL confidential unless otherwise specified, and may not be

copied, used or distributed except as authorised by SDL.

Global Customer Experience Management