Five Critical Customer-Experience Management Capabilities for 2014

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Language: Speak your customer's language

With so many connections and consumers across the globe, enterprises need to understand market preferences and deliver relevant customer experiences across languages and cultures – no matter the device. Remember that it is important to communicate - in local language - throughout the customer journey to build international brand value, drive global revenue and create brand advocacy. Now, CIOs can enable their organizations to translate more content than ever before by implementing a language platform that streamlines and automates translation workflows. There is a wide range of technology options available that include advanced machine translation for high-volume, real-time translations, to directly accessing high-quality human translations through integration with business applications. SDL has a language platform that allows every customer interaction to be delivered in the right language and helps to match the right content to the right translation method at the right price point. And remember: Once context (language, channel, device) is understood and established with customers, the relationship can expand well beyond the basics of pre-sales, purchase and support.

As the number of interactions and touch points with customers continues to increase, from mobile to social to digital channels, the customer experience process has become extremely complicated – and unfortunately, the technology is left fragmented.

To streamline the process and strategy, CIOs should ensure they have resources in five key areas: Web content management, marketing campaign automation, ecommerce optimization, documentation and language/localization. Each provides unique benefits to enterprises – and ultimately – the consumer itself.

In this slideshow, SDL's Howard Beader walks through the five customer experience capabilities that CIOs and CTOs should ensure they are prepared for in 2014.


Related Topics : SharePoint, Web Video and Voice Conferencing, UK, MySpace, Intranets

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