sdl innovate 2014: dennis van der veeke keynote - customer experience in practice

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1 Customer Experience in Practice Dennis van der Veeke | Chief Technology Officer

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A great customer experience requires consistently delighting your customer throughout their entire customer journey. But to do so, your whole organization must work together towards the same goal, from Marketing to Sales to Customer Support and more. In this session, Dennis shares how SDL's Customer Experience Cloud portfolio uniquely addresses the customer experience requirements of your organization. Learn about: • The key innovations powering SDL's Customer Experience Cloud • How global organizations are leveraging SDL's CXC solutions to drive great customer experience • How to accelerate your organizations journey to customer experience

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Page 1: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Customer Experience in Practice

Dennis van der Veeke | Chief Technology Officer

Page 2: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Top 5 New Requirements for Customer Experience

Data-Driven Interactions

Contextualization

Mobile

Cloud

Digital Marketing 1

2

3

4

5

Page 3: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Since 2013: SDL’s “Year of Innovation”

New Customer Journey

Analytics capabilities

for SDL Social

New ‘Continuous

Campaigns’ focus for

SDL Campaigns

Common

User Experience

Shared

data model

…And we haven’t stopped there!

Shared

customer

profile

Page 4: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Page 5: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

SDL’s Vision Customer Experience Cloud Deliver seamless, data-driven experiences at

each point of the customer journey –

across channels, devices and languages.

Page 6: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

SDL Web

Page 7: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Global

Web Content

Management

Multi-channel

experiences Targeting &

Personalization

Globally unify brand

value experience

Contextually

optimized

experiences to all

touch points

Consistently deliver

targeted, hyper-

relevant experiences

SDL Web

Rich Media &

Video

Deliver rich

poignant interactive

media experiences

Context

Page 8: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Innovation

Hyper-Relevancy Advanced

Integrations Extended Cloud

Deployment

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Requirements:

• Better Performance

• Easy Content Globalization

• Faster Response Times

• Mobile Experiences

Results:

• Increased Conversion Rate

• Country Sites Content Aligned

• Future Proof Platform

Kari Leppänen,

Owner, Online Marketing and

Communication Solutions

Page 10: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

SDL eCommerce

Page 11: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Catalog &

Content

Harmonization

Predictive &

Adaptive

Storefronts

Brand &

Commerce

Optimization

• Brand-driven shopping

• Enriching commerce

• Content and shop as

one experience

• Personalization

• Omni-channel

experiences

• Localized commerce

• Search, navigation and

merchandising

• Content & commerce

combined

• Data-driven optimization

SDL eCommerce

Page 12: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Innovation

Marketer &

Merchandiser

Empowerment

Predictive &

Adaptive

Storefronts

Integrating with

Page 13: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Results: • Optimized and data-driven merchandising

• Consistent search experience across

websites, mobile and tablet apps

• Cloud service to support visual merchandising

teams, global presence and large-scale

retailing

Business Goals: • Create the most engaging online

shopping experience

• Be truly global

• Deliver highly efficient retailing

Page 14: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

SDL Campaigns

Mal Roberts

Product Manager

SDL Campaigns

Page 15: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Customer

Analytics

Omni-channel

Orchestration Connected

Marketing

Built-in solution

context, powerful and

marketer-friendly

Automate campaigns

mapped to individual

customer journeys

Integrates with your

data, your applications

and your strategy

SDL Campaigns

Page 16: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Innovation

Enhanced User

Experience

Digital Intelligence

Integrating with

Page 17: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Requirements:

• Single view of customer

• Understand customer preferences

• Create seamless in-store & on-line experiences

Results:

• 15% increase in online sales

• Increased campaign volume 5X

• Marketing builds segments in

minutes

Page 18: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

SDL Social

Page 19: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Social Listening Dashboard &

Analytics Professional

Insights

Data collection and

organization

Data analysis,

visualization, and

journey mapping

Data deep-dives and

customized reports

SDL Social Intelligence

Page 20: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Innovation

Customer Journey

Analytics Modeling

Customized User

Experience

Integrating with

Page 21: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

SDL Documentation

Page 22: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Engaging

Customer Self-

Service

Dynamic

Documentation

Delivery

Knowledge

Sharing &

Collaboration

Deliver high quality,

multichannel and

multilingual help

Publish personalized

documentation to any

format

Empower content

contributors with easy

creation and review

SDL Documentation

Page 23: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Innovation

Content quality Mobile experience Content creation

Page 24: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Requirements:

• Deliver compelling UX for self-

service help

• Business agility through

standardization

• Reuse content between

departments, systems, and even

between companies

Results:

• Print and localization cost savings

• Single sourcing and reusing, and

simultaneous distribution to

multiple channels

• Improved ”personalized” consumer

self-service

Indi Liepa

Process Manager

Microsoft Devices

Page 25: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

SDL Language

Page 26: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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SDL Language

Translation

Management

Machine

Translation Translation

Services

Take control of

global content

Real-time

multilingual

communication

High-quality,

culturally relevant,

local language

content

Translation

Productivity

Drive efficiency in

the translation

supply chain

Page 27: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Innovation

Advanced

integrations

Cloud translation

platform

Vertical machine

translation

Page 28: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Results:

• Enabled to provide 24 hour support

• Satisfaction and NPS scores on par with

human support

• Percentage of customers choosing out

of hours support (chat) option doubled

Requirements:

• Provide 24 hour customer

support to Spanish market

• Deal with fluctuations in

demand with current

staffing costs and levels

• Maintain customer

satisfaction levels

Page 29: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Results:

• Reduced bounce rate from 70% to 25%

• Increased user dwell times and page views

Requirements:

• Share customer reviews with

international audiences

• Automate the translation of customer

reviews into 13 languages

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Requirements:

• Provide support information to

international dealer network

• Reduce telephone support queries

and escalations

• Reduce the time and cost taken to

translate and publish information

Results:

• 80% of international support queries

resolved via self-help channel

• Reduced translation costs by 40%

• Increase in dealer satisfaction and

loyalty has lead to increase in

repeat business

Page 31: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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SDL CXC Alliance Partners

Page 33: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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Accelerate Your Path to CXM - The time is Now!

Page 34: SDL Innovate 2014: Dennis van der Veeke Keynote - Customer Experience in Practice

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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.