sdl’s nordic summitinfo.sdl.com/rs/689-llu-525/images/rickard norman and...5 agenda nordic summit...

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