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SDL has released Version 2.0 of its Customer Experience Cloud (CXC) to align with top strategic initiatives of the leading global brands. With enhanced capabilities, the company says, organizations can gain more insight into customer behavior and preferences to guide customer experience strategies, act on opportunities in real time and deliver relevant experiences in the language of the customer.

SDL says CXC streamlines its cloud offering into four easy-to-implement, integrated solutions:

Digital Experience—SDL enhanced its capabilities to further help brands engage their customers through contextually relevant experiences. This includes a set of digital experience accelerators that allow the creation of adaptive Web and mobile experiences that offer reuse of content, assets, customer profiles and rules without the need to be developed individually. Combined with new capabilities that allow marketers to test and measure how campaigns or personalized offers perform, SDL’s enhanced digital experience offering is said to significantly reduce the level of upfront investment normally associated with global customer experience initiatives, providing paramount customer experiences to brands.

Knowledge Center—SDL says the Knowledge Center provides organizations with the ability to convert customers to advocates by facilitating the creation of consistent brand journeys from marketing to a self-service post-sales experience. Key capabilities of the Knowledge Center allow for the creation of dynamic product knowledge views that offer a superior experience for documentation and self-service support scenarios by providing the same brand richness as done for marketing experiences.

Customer Analytics—SDL says it has added the ability to model a single view of the customer that aggregates all customer data including profile, situational data, transactional data and third-party data that’s available within the enterprise to drive a segment of one experience that enables real-time analysis of the customer experience. The company has also enhanced its customer journey analytics with the ability to track brand health, looking at customer perception versus that of competitors. New enhancements include brand health tracking, campaign effectiveness, product launch optimization and intelligence to drive market expansion.

Language—New language enhancements include SDL’s targeted industry language platforms for travel/hospitality and life sciences.


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