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Governance: Elevating Localization as a Business Function
by Rebecca Ray, Donald A. DePalma, December 01, 2016, 19 Pages View abstract 
In preparation for the release of Localization Maturity ModelTM 3.0, CSA Research conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July 2016. We asked about five strategic areas - governance, strategy, . . .
 
Why Benchmarking Localization Maturity Matters
by Rebecca Ray, Donald A. DePalma, December 01, 2016, 7 Pages View abstract 
How many times have you heard "localization is special" or "globalization only affects a few departments?" Probably too many. Why are these attitudes still held by otherwise informed middle managers and executives? Because localization or globalization . . .
 
Top 100 Ranking of Global Brand Websites
by Benjamin B. Sargent, November 30, 2016, 7 Pages View abstract 
In 2016, CSA Research analyzed 150 brands that publish their website in 25 or more languages. This brief ranks the top 100 brands for global customer experience (CX), capping a series of research deliverables in 2016, including: 1) the annual benchmarks . . .
 
TechStack: Machine Translation
by Arle Lommel, Donald A. DePalma, November 28, 2016, 26 Pages View abstract 
Machine translation (MT) has become an essential part of many corporate strategies for content globalization. In this brief, we provide: 1) an overview of MT technology; 2) a review of how it has changed over time and how it is evolving; 3) a SWOT analysis . . .
 
Twenty Profiles of Buyers of Language Services
by Arle Lommel, Hélène Pielmeier, November 28, 2016, 13 Pages View abstract 
When language services providers try to promote the virtues of their offerings, they often comment that finding the right individual to target can amount to finding a needle in a haystack. Yet, identifying the best entry points into a prospect can improve . . .
 
Growth Strategies for LSPs
by Hélène Pielmeier, November 23, 2016, 8 Pages View abstract 
Language service providers are often at a loss on what to do next when they develop growth strategies: Should they add new services? Should they go international? Alternatively, should they just strive to close more sales within their current target . . .
 
Expanding Global Customer Experience
Best Practices from 150 Companies with 25 or More Languages
by Benjamin B. Sargent, Rebecca Ray, November 16, 2016, 52 Pages View abstract 
Global brands seek to maximize return on research and development, product design, and brand investments. As customer acquisition and engagement become increasingly digitized, these companies must reliably deliver content in dozens of languages and channels, . . .
 
Effective Market Segmentation
How LSPs Should Identify and Target the Right Market Clusters
by Donald A. DePalma, Hélène Pielmeier, November 07, 2016, 47 Pages View abstract 
Unfocused lead pipelines cause many language service providers to waste precious sales and marketing resources. They aren’t sure which prospects to pursue, so they market to a broad spectrum of buyers that cross company sizes, industries, geographies, . . .
 
Building a Globally Integrated Organization
by Rebecca Ray, November 03, 2016, 9 Pages View abstract 
When it comes to delivering a global customer experience, you're only as good as your last performance. And your organization's ability to repeat and sustain its successes depends on the degree to which each function has globalized its business processes . . .
 
Understanding Translation Quality
by Arle Lommel, October 31, 2016, 9 Pages View abstract 
Translation “quality” is notoriously difficult to define and can be a source of debate and dispute between translation providers and buyers. To give stakeholders a point of reference to explain what they mean and expect by quality, we: 1) . . .
 
How Translators’ Perception of MT Affects Deployments
by Stephen Henderson, October 26, 2016, 11 Pages View abstract 
Freelancers sit at the front lines of translation production and their views on machine translation (MT) have a direct effect on an organization’s ability to deploy solutions. They can make or break initiatives to leverage the technology. In . . .
 
M&A in the Language Sector
by Donald A. DePalma, September 30, 2016, 13 Pages View abstract 
The language market, which will turn over US$40 billion this year, is highly fragmented and begs for consolidation. Ambitious industry players and private equity groups regularly buy language service and technology providers in an effort to scale up and . . .
 
Developing the IDP Market
Sustainability in Interpreting Delivery Platform Offerings
by Hélène Pielmeier, Arle Lommel, September 28, 2016, 44 Pages View abstract 
Announcements of interpreting delivery platforms (IDPs) that enable remote, video, telephone, and even machine interpretation appear with ever more frequency. However, limitations restrict the adoption of many offerings. Most providers offer single-purpose . . .
 
Digital Opportunity: Under- and Over-Served Languages
by Benjamin B. Sargent, Arle Lommel, September 27, 2016, 10 Pages View abstract 
Some languages historically show lower use than their market heft should warrant, such as Arabic, Hebrew, and Persian. Other languages appear more frequently than their limited market size might predict, including Bulgarian, Hungarian, and Slovak. In . . .
 
How LSPs Can Remove Waste in the Process
by Hélène Pielmeier, September 21, 2016, 6 Pages View abstract 
Like a leaky faucet, a process that creates losses here and there can amount to a big bill at the end. Yet, most language service providers pay very little attention to subtle waste, even when they abide by quality management systems . . .
 
Open-Source Language-Industry Ecosystems
by Arle Lommel, September 16, 2016, 18 Pages View abstract 
Where does open-source software (OSS) fit in the language sector? This brief updates our earlier analysis of six tools – GlobalSight, Moses, Okapi, OmegaT, ]project-open[, and TermWiki – and adds information on six more solutions: LanguageTool, . . .
 
Building In-House Translation Teams
by Rebecca Ray, August 31, 2016, 6 Pages View abstract 
Organizations can select from a number of staffing models when establishing or improving their global content delivery process. This brief outlines why they may choose to include an internal language services team, followed by guidance in the following . . .
 
Interpreters at the Push of a Button
How to Select Interpreting Delivery Platforms (IDPs)
by Hélène Pielmeier, Donald A. DePalma, August 31, 2016, 40 Pages View abstract 
In this report, we introduce the term “interpreting delivery platforms” (IDP) to describe applications designed to support the delivery of spoken-word language services. They include systems for over-the-phone interpreting (OPI), video remote . . .
 
Mobile-Forward Design for Global Websites
by Benjamin B. Sargent, August 31, 2016, 7 Pages View abstract 
The small screen is here to stay. Today, you're only as good as your 320-pixel wide display. This research re-evaluates mobile-oriented brand websites and identifies an emerging trend we call mobile-forward design. This approach surfaces a single customer . . .
 
The Top 10 Telephone Interpreting Companies: 2016
by Stephen Henderson, August 31, 2016, 2 Pages View abstract 
In this brief, CSA Research presents the largest global providers of telephone interpreting services based on the amount of reported revenue. The list features 10 companies. . . .
 
The Top 20 On-Site Interpreting Companies: 2016
by Stephen Henderson, August 31, 2016, 2 Pages View abstract 
In this brief, CSA Research presents the largest global providers of on-site interpreting services based on the amount of reported revenue. The list features 20 companies. . . .
 
The Top 100 Language Service Providers: 2016
by Stephen Henderson, August 03, 2016, 3 Pages View abstract 
This brief presents the world’s leading providers of translation, localization, and interpreting services. The list includes four ties, resulting in 104 companies claiming or sharing the top 100 spots. The two-letter country codes listed correspond . . .
 
Global Website Assessment Index 2016
by Benjamin B. Sargent, Donald A. DePalma, July 29, 2016, 61 Pages View abstract 
Digital operations require increasing complexity and larger budgets as brands launch content-driven campaigns across a greater number of channels, countries, and languages. Marketing and digital production teams need hard data for building business cases . . .
 
How to Manage Freelancers: Lessons Learned from LSPs
by Rebecca Ray, Hélène Pielmeier, July 29, 2016, 12 Pages View abstract 
Though not yet a trend, CSA Research observes more companies considering the option of directly managing the freelance linguistic talent responsible for generating their multilingual customer experience. This brief outlines why organizations choose to . . .
 
The Fastest Growing LSPs: 2016
by Stephen Henderson, July 29, 2016, 5 Pages View abstract 
Companies often measure success through their growth relative to peers. This brief presents the ranking of the fastest-growing language service providers (LSPs) based on revenue, the most common measure of a rising business. It draws on LSP-reported financial . . .
 
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