How your feedback has pushed us forward

Being customer-first is at the top of our list of values. Everything we build, everything we do, is first and foremost about empowering you to create exceptional digital experiences for your customers. Your feedback, ideas, and suggestions help us make Sitecore’s platform better for you. After receiving valuable input from our last Customer Experience Survey in June 2022, here are some of the steps we’ve taken to improve our products, support services, and more:

Prioritizing ease of use and product development

You told us: You would like a simplified user experience and support in moving to composable solutions.
We listened: We enhanced Sitecore’s digital experience platform with a set of new, powerful products and features.

What we did:

• We evolved our platform DXP with the release of Sitecore 10.3, including over 160 new enhancements based on customer requests.
• We launched SXA enhancements to support your journey to composable.
• We launched 4 new products:
  • XM Cloud
  • Content Hub ONE, our pure-play headless CMS product
  • Sitecore Search, our AI-powered site search product
  • Sitecore Connect, our workbench to integrate with systems and platforms
• We improved the user interface design for Sitecore Personalize and Sitecore Send in our Engagement Cloud.
• We introduced Order Returns, a new set of features for OrderCloud that offers your e-commerce greater flexibility in Return, Refund and Credit scenarios.
• We released Sitecore Cloud Portal, offering you a single place to log in to your Sitecore product set.

Helping you meet your business’ unique needs

You told us: You wanted us to better understand your needs and help you deliver
We listened: We designed a plan that helps you unlock the full value of your investment

What we did:

• We invested in surrounding you with experts and resources that facilitate growth with the help of our new customer success plan, Sitecore360. You can now get shorter time to value, access Sitecore experts 24/7, and drive results faster.

Creating more training material

You told us: You would like to have more resources available for you and your colleagues
We listened: We focused on creating additional material for your various needs

What we did:

• We enriched our eLearning with complimentary courses in our Sitecore Essentials collection. You can now accelerate the adoption of your Sitecore solution with the help of fresh training material, including our newly released products. To gain access, simply create a Sitecore Learning account and enroll in Sitecore Essentials eLearning modules.
• We revised and expanded our certification offering across the majority of our products
• We’ve made it easier for you to find the training that suits you. Sitecore Learning is now categorized by product and role. View the new catalog here.

Improving support accessibility and resolution time

You told us: You would like additional assistance quickly and effortlessly
We listened: We made various additions and improvements to our Support system

What we did:

• We made certification optional for hosted Sitecore products (only needed for on-prem and Content Hub).
• We created a single support portal for getting help with every Sitecore product.
• We introduced 24/6 SaaS Operations support.
• We centralized MCS customer escalation through the Escalation Management team for better tracking and MCS customer management.
• We created a Weekend and Public holiday monitoring team with additional on-call engineers to fully cover major incidents and support cases.

Sitecore is a customer-first company striving to offer your brand the best digital experiences. Your feedback is incredible valuable to us, so please feel free to share your thoughts and comments here as we continue to make improvements to our products and services.