SDL Proprietary and Confidential

Around the world in one dayPhileas Fogg and CXMOtto de Graaf, VP Strategy & Acquisitions

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The digital revolution has only started

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Only 1/3 of world population has internet access

2/3 of the world left to go

Smartphone sales overtook PC sales in 2011

Overtook feature phones April 2013

World 2013 GDP growth forecast (percent)

Where will the opportunity be?

Source: IMF World Economic Outlook April 2013

Economic growth strongest driver for internet growth

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Esoko, Ghana: Mobile phone system serving farmers

60% mobile phone penetration

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Major role of mobile and social channels in Arab spring

Driven by political and social factors

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India, 70% rural population, 72% mobile phone penetration

69% multimedia capable phones

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Different behaviors in emerging markets

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Chinese emerging middle class

10% of population, 40% in 2020

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Vatican City, Pope announcement 20052013

Michael Sohn / AP

Luca Bruno / AP

International differences in motivations for sharing

ALTRUISTIC SHARING STATUS BROADCASTING

My network’s and individual friends’ interests

To amuse my network, laugh

Work related

Headline will get attention

Show what I’m interested in

Reasons for sharing news content with friends/family

SDL research conducted for CNN

Economies drive the business context…

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Increasing existing customer value/

customer lifetime value

Delivering best of breed experiences

Driving customer service efficiencies

Focus on competitive differentiation

Focus on efficiency

SDL CXM Survey

6 regions and languages781 respondents

Research conducted in Q2 2013

Tag management

SEO/SEM

Predictive modeling

Translation technologies

Change Management

Media & video management

Mobile and application analytics

Localization & translation services

Mobile experience

Mobile messaging

Digital asset management

Voice of the Customer Programs

Multi channel campaign management

Live chat

Targeting & recommendation engine

Mobile app development

Data warehousing

Web analytics

Community management

Innovation Consulting

CRM

Spend Optimization

Social media monitoring

Strategic consulting

Loyalty/ reward program management

Real time analytics

Business Intelligence

Social media engagement

E-commerce

Call center technologies

Customer insight services

Social media strategy

Web content management

Email marketing

Customer Service Solutions

Data management

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Technology & service areas associated with CXM

SDL CXM Survey

6 regions and languages3500 respondents

Research conducted in Q2 2013

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Obvious mistakes

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Obvious mistakes

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Obvious mistakes

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The culturally inappropriate

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The culturally inappropriate

A globalperspective on CXM

Defining a global customer experience strategy

Three business requirements for Global CXM

Your ability to align your organization across channels, markets,

languages and teams

Your understanding of your audiences’

interests and motivations

Creating relevant experiences for your

customers regardless of channel

Insights

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• Baseline of cultural understanding for major markets

• Augment VoC programs with culturally aware social intelligence

• Create localized customer journey maps

PRE-PURCHASE

POST-PURCHASE

PURCHASEMultimediaVideo Data

CRMData

Transactional Data

Web Analytics

Email & SMS Analytics

AppAnalytics

Geographic &Demographics

Data

SocialConversations

TraditionalTouchpoints

InteractiveTouchpoints

DigitalTouchpoints

Orchestration

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Workflow

Content

Governance

Localization

SystemsIntegration

CX CentricOrganizations

Marketing & Sales

Research &Development

CustomerService

• Design your CX strategy with multiple markets in mind

• Establish clear governance rules where CX is centralized and where it is localized

• Create a global CX council

Contextual Experiences

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• Blend profile, history and situation to contextualize the experience

• Choose the appropriate experience depending on market, touch point and cost

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Optimizing CXM for the world’s top brands

2700Employees Worldwide

Founded in 1992

72 out of the top 100 global brands work with SDL

Publicly traded company (LSE:SDL)

$430M

Leading Global CXM Capabilities• Prediction &

real-time targeting

• Analytics

• Campaign management

• Content management

• Globalization management

• Omni-channel delivery

Rated number 1 in web content management for Customer Experience

#1

Driving $14B in online revenue annually with our ecommerce technology

Enabling companies to communicate with customers in 100+ countries

7 BILLION words translated every month

Powering marketing campaigns for 400+global brands

annual revenue

70 offices

38 countries

1500 enterprise customers

Thank You!Thank You!

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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.

Copyright © 2008-2013 SDL plc. All rights reserved. All company names, brand names, trademarks, 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.