Transcription
1
2
4
I do have an Internet TV of a well known brandanonimized for the purpose of this presentationLet’s call the brand
I should have the following featuresKDL-55HX820
Who-needs-a-manual attempt #1Let’s push theInternet Video button
YouTube is there, but
9
Who-needs-a-manual attempt #2Let’s download the latest drivers
11
Who-needs-a-manual attempt #3Let’s update my Internet content
13
Who-needs-a-manual attempt #4Let’s update my Internet widgets
15
I needed a beer!16
Let’s get online and see if I can find something
Let’s search for my modelok, it doesn’t even assist me but anyway
Okay, my model is not even listedThis doesn’t help
Let’s go to the support sectionIt feels a bit different, but who cares
Let search for my model againBy now, I know my model number by heart
CoolWe’re in business!
Finally, Netflix is listed in the How To sectionLet’s see how to set it up
Ok, so I need an Internet TVI thought I had one
Let’s try something elseHow to access BRAVIA Internet Video Feature
Damn, I don’t see the video iconThere must be something wrong with my eyes
Let’s take a look at the manualsThe i-Manual will probably contain what I need
Good Lord, it’s a PDF and it looks like crapLet search for NetFlix
Oooh, there is a Netflix button on my remoteRight, this is simple, strange I didn’t see that button before
This is driving me nutsWhere’s the damn button
Let’s use an assisted support model!! I used “live” chat– They disconnected me right away– Tried it 4 times– No luck Sent an email to support– Never got a reponse
I neededanother one!32
Let’s tweet
Let’s buy a Google Chrome Cast
. Let’s buy a TV from another brand next time
Customers’ Expectations are ChangingFrom picking up the phone andcalling a customer supportagent to 36a Digital Self-Service Experiencethat helps turn Customers intoAdvocates
Our Solution Can Meet This ChangeSDL Knowledge viewDynamicKnowledgeDelivery
but what more is needed?38
A new formula for digital experienceData 39Customer ProfilePurchase HistoryDemographicIndustryDownloadsSocial MediaCust. SupportContent DocumentationVideosBlogsResearchLanding PagesSocial PostsWhitepapersContextx uct SKUExperience ntegratedSeamlessEngaged
Orchestrated Throughout the OrganizationMarketingBrand Assets40CampaignsCustomerBehavior
Orchestrated Throughout the OrganizationeCommerceProductCatalogBrand ignsCustomerBehavior
Orchestrated Throughout the OrganizationSupportProductCatalogBrand ductSatisfaction
Towards a Unified EcosystemProductCatalogBrand ductSatisfaction
. customers will traversemultiple channels, blurring the linebetween marketing and service44
.How stupid it may soundwe need the following45
Content Mashups
Automatic Cross-Content and Cross-Source LinkingManually created linksECL Use CaseTaxonomy driven linksAutomatic and transparent47
Relevant Recommendations48
Key Themes 2015-2016
Unified Digital DeliveryContextual Web Delivery Integrated with Customer Analytics (360 view)Cater for Mobile ExperienceCapabilities storing context and enriching context,device detection, etc.Content Delivery Responsible for delivering content in a high-scalableand cloud architectureCan cope with multiple domain models like Tridionspecific, DITA, S1000D, or any other data sourceDynamic mash-upsFederated search across all content no matter whereit is coming fromCombined analytics to support the entire userjourneyCaching service available removing the need toresolve and prepare all data at publish / upload timeOData Query services (standards-based)Content Management 50Separate CMS systems for specific purposes willremainNeed to implement a standard publishing interface tointegrate with Content Delivery stack
Global Customer Experience ManagementCopyright 2008-2014 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 becopied, used or distributed except as authorised by SDL.
SDL Knowledge Center Structured Content Management Collaborative Review Dynamic Knowledge Delivery. 38 but what more is needed? 39 Global Hyper-relevant . This presentation and its content are SDL confidential unless otherwise specified, and may not be copied, used or distributed except as authorised by SDL. Global Customer .
