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SDL’s Nordic SummitRickard Norman, Regional VP Nordic
Allan Hall, SVP NEMEA
WIFI: WTC_Guest
User: wtc Password: london
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One SDL-Vision• One unified company
• One team
• One culture
• Aligned around the same “OneSDL” goals for all our
customers
• Living by the same values
• Making decisions for the greater good of our customers
• Creating the best synergy and collaboration across all
divisions, business units, product and customer segments.
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Unique global footprint
THE NETHERLANDS
BELGIUM
UKIRELAND
FRANCE
SPAIN
ITALY
SLOVENIA
CROATIAHUNGARY GREECE
TURKEY
LEBANON
ROMANIA
CZECH REPGERMANY
POLAND
DENMARK
NORWAY
SWEDEN FINLAND
RUSSIA
PR CHINA
INDIA
THAILAND
SINGAPORE
TAIWAN
SOUTHKOREA
JAPAN
BRAZIL
CHILE
UNITED STATES
CANADA
Americas Europe Asia
350 employees in 9 offices 1,100 employees in 23 offices 670 employees in 12 offices
ISO 9001 / 27001 / 15038 Certification
3,350 employees Worldwide
44 offices 38 countries
1,100 in-house translators
In country contacts & linguists
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Language plays a role at every stepof the customer journey
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Agenda Nordic Summit #sdlsummit @SDL
13,00-13,15 IntroductionRickard Norman
Allan Hall
13,15-14,00 How cool is our technologyDennis van der Veeke
Arjan van Rooijen
14,00-14,20 Customer Case presentation Kongsberg Maritime, Ragnar Branaes
14,20-15,00 Break and Networking
15,00-16,00 Break Out Sessions: Roadmaps and News
Technologies (Main room)
– Web
– Knowledge Center
Arjen van der Akker
Frank Closset
Language Solutions (Paris room)
– Translation Services
– Translation Technology
Allan Hall
Tracy Byrne
16,15-17,00 Entertainment of the day Al Pitcher
17,00-18,00 Mingle and Finger food
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The SDL Journey
Customer Analytics2012: Analytics Crucial for
SuccessAlterian acquisition in 2012
Social, Analytics, Campaigns
Online Documentation2009: Post-sales crucial
element of CXTrisoft & XyEnterprise acquired in
2010Ecommerce (Targeting)2007: 50% purchases onlineFredhopper acquired in 2009 to
optimize eCommerce
Customer Experience
Cloud2014: Joint up customer
journey & viewSDL Customer Experience Cloud
Language 1992: New digital era crucial
for GlobalizationSDLX, Trados, Idiom
Language Weaver acquired
Web Experience2000: Internet THE most
important channel
Tridion acquired in 2007
Video and Images2010: Video drives
conversionCalameres acquisition in 2011
2.92bnInternet users
51% use
technical
information to
make purchase
decision
60% of
internet users,
use social
20 languages
to reach 80%
internet users
63% of US
buy online in
next 12 months
Video ad spend
$6 billion
80% would
pay more for
superior
customer
experience
2015
2015
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What is the next challange
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37%Called customer support if they
couldn’t find the right information
online
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23 %Emailed customer support when they
couldn’t find the right information online
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16%Did business with
another company
instead
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Only 6%went to the branch or
the store because they
could not self service
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By2020Customers will manage 85% of
their relationships without
talking to humans
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Key Themes Going Forward
Enable better and
more cost effective
Customer Self-Service
Integrate with Customer
Services SolutionsBlur the line between
marketing and service