|[January 27, 2014]
SDL Unveils Comprehensive Customer Experience Management (CXM) Strategy, Structure, Roadmap and Vision
WAKEFIELD, Mass. & MAIDENHEAD, UK --(Business Wire)--
(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
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
"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
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 throghout 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
"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
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 (News - Alert).
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.
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.
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