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ROI on Global Customer Experience? Show Them the Money
What return on investment should you expect from engaging with customers in their own language?  Ever since our first report in 2002 on the benefits of localizing the user experience, CSA Research has found that demonstrating the ROI for localization is a challenging exercise. Localization managers spend an inordinate amount of their time working

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How Augmented Translation Affects the Language Services Industry
In the last year, CSA Research has been covering a new paradigm for translator productivity, one we call “augmented translation.” The term comes from “augmented reality”: applications that overlay images of the world with relevant information. Although Pokémon Go is the best-known example, the approach has become important

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Game On! Motivate Translators and Interpreters with Gamification
Is your company looking for ways to increase translator and interpreter efficiency, boost motivation, increase your teams’ output, and focus team members on billable work? Is simple compensation not enough? If so, maybe you need to look beyond tools, processes, and word rates to make work seem less serious by introducing something missing from

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The Unstoppable Wave of Development in Interpreting Technology
Situations where individuals don’t speak the same language abound. Settings for interpreting range from courts, to health care, immigration, public safety, tourism, and trade. CSA Research tracks interpreting technologies that support the coordination and delivery of interpreting services. Changes are happening rapidly in this growing market sector

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CSA Research Launches Annual Survey of Language Services and Technology Market
CSA Research launched the Annual Survey for our thirteenth review of the market of language services and technology. Click here to take the survey – or visit http://tinyurl.com/hms85pe. We conduct primary research that recognizes the vital role language has in business functions. This research creates more visibility and business for language

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CSA Research Launches Pro Bono Survey on Gender in Language Services
CSA Research is running a pro bono survey on how issues related to gender affect individuals who work in language-related jobs, both on the supply and demand side. It is open to any individual who works with language services – such as translation, interpreting, localization, internationalization, or language technology – in any capacity

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Developing Interpreter Talent through Fellowships
Users of interpreting services don’t like gambling with unproven talent. It’s a lot easier – and a lot less risky – to rely on resources that you already trust rather than try out new ones. This aversion to risk makes it really hard for recent graduates of interpreting programs to break into the profession. Recognizing its own

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Interpreting Delivery Platforms: A Cure without a Disease?
Recent technological advances have led to an explosion of interpreting delivery platform (IDP) options that enable remote, video, telephone, and even machine interpretation. In theory, first-movers should occupy a prominent position in the market. However, many products haven’t moved much past the starting line due to poor go-to-market strategies

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Interpreting Services at the Touch of a Button
Interpreting technology has traditionally taken a back seat to translation automation. That situation is changing as developers focus on this next frontier in multilingual communication. This fast-growing sector is vibrant with new solutions, which move some interpreting revenue around, broaden language access, and create fresh sources of income for

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Teleperformance Buys LanguageLine for Global CX Management
On August 22, Teleperformance, a French-based call-center company that specializes in high-end business support systems for customer experience management, announced plans to spend US$1.5 billion to acquire LanguageLine Solutions (#4 on our 2016 global list of 100 largest LSPs, and #1 among interpreting-centric LSPs, with $US388 million in revenue in

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Innovative Ideas to Communicate with Patients in Healthcare Settings
The interpreting field is a hotbed of creativity due to technological advances and the desire from large-scale buyers to spend their budgets wisely. In this blog post, we explore two new solutions for medical patients with limited language proficiency (LLP), which can substitute for on-site or remote interpreters in select healthcare settings –

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Crown Commercial Service Contract Award Shows Not to Underestimate Small Players
Thebigword’s big win in the Ministry of Justice (MoJ) framework contract wasn’t the only major shift in the United Kingdom’s language services market. The Crown Commercial Service (CCS) framework, known as RM1092, is a supersize government contract that merges for the first time translation, face-to-face, and telephone into one framework

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Has thebigword Managed to Catapult Its Way to the Top 10?
Thebigword won a £120 million lot in a tender to provide over-the-phone and on-site interpreting to the British Ministry of Justice (MoJ) over the next four years. Josh Gould, its chief commercial officer, expects revenue to jump by 60%, which could boost the company from its current #17 position on CSA Research’s list of largest language

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Welocalize Acquires Nova for Global Reach and Another Regulated Industry
Welocalize CEO Smith Yewell called us two weeks ago to brief us on the acquisition of Nova Language Services. It is the U.S. company's 16th purchase of a smaller LSP since 2000, and its second since recapitalizing nearly a year ago. We discussed: The acquisition. Nova is a language service provider based in Barcelona, Spain. It has been in

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Artificial Intelligence for Interpreter Bookings Now Available to Language Services Buyers
The interpreting technology front has been particularly active lately. After LanguageLine announced the release of a new video remote interpreting solution, thebigword launched a new interpreting management product called IMS Direct. Announced today, the software-as-a-service solution (SaaS) is for buy-side organizations and addresses the need for automation

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New Video Remote Interpreting Solution Delivers Round-the-Clock Language Services
When health care practitioners, governmental agencies, or businesses want to leverage the power of video remote interpreting (VRI) to enable communications, they need to plan ahead. Or at least, they had to until today. LanguageLine (#1 on CSA Research’s list of largest telephone interpreting companies) today unveiled its new VRI product, InSight

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Japan Translation Federation - Translation Festival in Tokyo
CSA Research participated in the JTF Translation Festival, the annual conference of the Japan Translation Federation (JTF). This year's theme was a retrospective look at 25 years of the JTF and a glimpse into the future as "the translation industry challenges the expanding market with endless innovation." One such innovation is machine translation

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An Overview of the Language Services Market: 2015
CSA Research published its much anticipated annual report, “The Language Services Market: 2015,” in early July. Let’s highlight some of the most interesting points: The market continues to grow. The 2015 market for outsourced language services and supporting technology is US$38.16 billion. This shows a growth rate of 6.46% which

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Business is Booming! Demand for Interpreting Services Continues to Climb
In CSA Research’s 2014 annual market study, we computed that the opportunity for interpreting services and technology represents 17% of the total language services market (this year’s survey is under way - click here to participate). In addition, 14% of respondents told us that on-site interpreting is their fastest-growing service. To

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Interpreting Survey Update
Common Sense Advisory research shows that the demand for interpreting services is growing, but suppliers have a tough time matching that demand to their supply of interpreters. Why is that such a problem? The most common type of interpreting occurs face-to-face or on-site. That means service providers have to deliver the right interpreter to the right

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If You’re a Fast-Growing LSP, We’re Looking for You
For nearly a decade, Common Sense Advisory has published rankings of the largest language service providers (LSPs) in the world. Our original list of 20 LSPs in 2005 grew to 186 companies on 10 global and regional rankings in 2013. Last year, we analyzed their year-over-year 2011 to 2012 revenue data to show which LSPs are growing the

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Press 1 for English, Press 2 for Your Language
In its recent survey on global consumer preferences on the web, "Can't Read, Won't Buy," Common Sense Advisory found that three-quarters of 3,002 respondents in 10 non-English-speaking countries are more likely to buy a product if the post-sales support is in their language. That customer care may be delivered through FAQs or chat at the company's website

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Video Remote Interpreting Set to Reach the Tipping Point
When we conducted the research for our recent ranking of top interpreting companies, we asked executives at these providers which factors caused their business to grow and what trends they were seeing. What we heard loud and clear was that these companies are paying a lot of attention to video remote interpreting (VRI). They see definite revenue opportunities

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Hollywood Uses Language to Mirror Social Rifts in the Future
In a world depicted on film, some languages thrive. The newly released film Elysium uses language to highlight the divide between the most and least fortunate people on a future Earth. Set in the year 2154, factory worker Max (Matt Damon) is among the unfortunate billions living on a worn-out and over-populated planet – a dystopia. He resides

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Introducing the Fastest-Growing LSPs
Last month Common Sense Advisory released its annual report on the language sector. It included a list of the world’s 100 largest language service providers (LSPs) and nine regional tallies of the biggest suppliers around the world, totaling 186 companies (see “The Language Services Market: 2013,” May13). This month we add two

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