Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it.
This interview follows on from my recent interview: Customer engagement and the alignment of sales, marketing and customer service – Interview with Tim Pickard of NewVoiceMedia – and is number ninety-one in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.
Please note that this interview was recorded in a public place so there is a bit of background noise. Not too much. But, I just thought I should let you know.
Here are the highlights of my interview with Mark:
About Mark (taken from his SDL bio)
Mark Lancaster founded SDL in 1992 having identified the need for a service and technology provider to help companies internationalize and expand their businesses globally. The convergence of the social, mobile, Web world has created a new and complex consumer-driven economy in which Mark saw further opportunity for companies to differentiate themselves by delivering relevant customer experiences.
Through numerous acquisitions and significant R&D, Mark has turned SDL into the leading global business that helps companies to engage more effectively with their customers across the entire customer journey. SDL’s technology and services help brands to predict what their customers want and engage with them across multiple languages, cultures, channels and devices.
Mark studied electrical engineering and computer architectures at Hatfield University before becoming a software design engineer at Satchwell Control Systems and Lotus Development Corporation. He later became international development director at Ashton-Tate. He is now responsible for the strategic direction and development of the SDL Group.