November 25, 2013 09:00 ET

SDL Predicts Sony PlayStation 4 (PS4) Will Win the Black Friday Sales Battle Against Microsoft Xbox One

SDL unveils social data combined with the brands' Product Commitment Scores to demonstrate the value of a data-driven customer experience strategy in preparation for a critical holiday launch

MAIDENHEAD, UNITED KINGDOM and WAKEFIELD, MASSACHUSETTS--(Marketwired - Nov. 25, 2013) - Sony's PlayStation 4 (PS4) will outsell Microsoft's Xbox One this Black Friday, according to a study of predictive customer commitment from SDL (LSE:SDL).

SDL examined Microsoft and Sony's Product Commitment Score (PCS), a proprietary metric that measures intent to purchase and overall commitment to buy a product or service. SDL's customer experience indicators predict that Sony's PlayStation 4 (PS4) will reign supreme on Black Friday retail weekend. It remains to be determined which console will win the most hotly-contested brand battle in the 2013 holiday season.

The social data that supports the PS4 win was compiled as part of the SDL CX Playbook "Successful Customer Driven Strategies," which includes 9 rules for designing a successful Customer Experience strategy. The Playbook shows how valuable SDL's Customer Commitment Framework™ (CCF) can be to a business and its marketers, sales and service professionals to make informed, data-driven and real-time decisions to improve the customer journey leveraging analyzed social data and insights.

"Each holiday season comes with heated brand battles like this, but what sets the winners apart is a year-round dedication to creating a customer experience that engages and drives brand loyalty during competitive buying seasons," said Paige O'Neill, CMO of SDL. "The key message for all businesses is to invest in customer insights to help build successful campaign strategies - especially for major holiday launches this time of year."

These findings are supported by SDL's 2013 Holiday Shopping Study, released earlier this month, which found that 60 percent of consumers will pay more for a positive shopping experience. It also discovered that brands who are able to provide a consistent omni-channel customer experience will be the big winners - through Black Friday, Cyber Monday and beyond, as ultimately great service can drive revenue and increase customer loyalty.

SDL analysis indicates that Sony will just edge out Microsoft as the winner of Black Friday amongst gaming and entertainment buyers. This predictive analysis by SDL shows not just the winner of the retail battle on Black Friday weekend, but will also use this contested holiday season to highlight the importance for brands to take decisive and targeted actions to enhance their customer's experiences.

SDL analysis indicates that the gaming audience is very committed to specific types of experiences and their expectations are very high for these consoles. The SDL findings illustrate that these brands have very little room for error and must deliver an out-of-the-box experience that meets or exceeds the promises made during pre-launch campaigning.

SDL aggregates the conversations and online data that are indicative of a buying journey and then analyzes and scores these conversations utilizing SDL's Product Commitment Score (PCS) for overall commitment to purchase. This allows brands to make data-driven decisions to optimize their customer's experience. The holiday brand battle is part of a year-long study of customer commitment by SDL.

To follow this important brand battle, please visit

About SDL

SDL (LSE:SDL) allows companies to optimize their customers' experience across the entire buyer journey. Through its web content management, analytics, social intelligence, campaign management and translation services, SDL helps organizations leverage data-driven insights to understand what their customers want, orchestrate relevant content and communications, and deliver engaging and contextual experiences across languages, cultures, channels and devices.

SDL has over 1,500 enterprise customers, over 400 partners and a global infrastructure of 70 offices in 38 countries. We also work with 72 of the top 100 brands. For more information, please visit




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