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Deploying Multilingual Support Knowledge Bases
by Rebecca Ray, Arle Lommel, May 10, 2018, 19 Pages View abstract 
Customers are now in control of when, where, and how they engage with brands. Therefore, it's time for companies to more tightly integrate their multilingual support knowledge bases (KBs) into the global customer experience (GCX), rather than leaving . . .
Guidelines for Integrating KB Content into Your Global CX
by Rebecca Ray, May 10, 2018, 3 Pages View abstract 
Organizations usually don’t invest much money or energy into incorporating their knowledge bases (KBs) into the global customer experience (CX) – whether it’s for an original language or a localized version for other markets. This is . . .
Improving International Search for Knowledge Bases
by Rebecca Ray, May 10, 2018, 9 Pages View abstract 
Many companies struggle with supporting effective searches of their knowledge bases (KBs) because they depend on what their website, third-party search engines, or their customer relationship management (CRM) or knowledge management (KM) platform provide . . .
Prepare to Present at Company-Wide Meetings
by Rebecca Ray, April 18, 2018, 3 Pages View abstract 
Business strategists, engineers, and digital marketers who have responsibility for global growth - along with localization managers - are missing out on a hidden opportunity to influence their organizations to more fully support global growth: the company-wide . . .
The Bots Are Coming: Localizing Automated Agents
by Arle Lommel, Rebecca Ray, April 10, 2018, 17 Pages View abstract 
Chatbots – also known as online agents, interactive agents, or simply “bots” – are computer programs that interact with humans via conversation. They range from simple systems that follow decision trees for single tasks to complex . . .
TechStack: Optical Character Recognition
by Arle Lommel, Donald A. DePalma, April 04, 2018, 9 Pages View abstract 
Optical character recognition (OCR) is a mainstream information technology that assists enterprises in their digitization and digital transformation efforts. It plays an important role in translation workflows for printed legacy materials or inbound content . . .
Align Your Localization and Enterprise KPIs
by Arle Lommel, Rebecca Ray, Hélène Pielmeier, March 28, 2018, 11 Pages View abstract 
Finding the right key performance indicators (KPIs) to measure the success of your localization efforts challenges even the most sophisticated global companies. Many organizations get no further than internal metrics focused on their language processes . . .
Translation Technology Adoption Patterns at LSPs
by Benjamin B. Sargent, March 21, 2018, 7 Pages View abstract 
This report explores the rates of adoption for four categories of technology used by language service providers for written-word production: translation management system (TMS), machine translation (MT), translation memory (TM), and terminology managem . . .
Forecasting Global Language Priorities: 2022 and 2027
by Arle Lommel, Benjamin B. Sargent, March 05, 2018, 10 Pages View abstract 
Over time, countries experience shifts in population, economic power, and internet penetration. As a result, the relative economic importance of languages spoken around the world changes. This report predicts which ones will be needed to reach 97% of . . .
Global Content Missteps: How to Avoid Them
by Rebecca Ray, February 28, 2018, 4 Pages View abstract 
Companies still learn the hard way that almost all the content they publish - or that is created by their customers and prospects - is global. Whether or not that content is translated or intended for a specific audience, those viewers will have access . . .
AI Is Changing How LSPs Manage Projects
by Hélène Pielmeier, Arle Lommel, January 31, 2018, 11 Pages View abstract 
Until recently, language service providers (LSPs) relied entirely on humans to oversee projects and execute individual tasks, sometimes using software to assist them. Over the last few years, CSA Research has observed a growing number of language . . .
TechStack: Automated Content Enrichment
by Arle Lommel, Hélène Pielmeier, Donald A. DePalma, January 29, 2018, 15 Pages View abstract 
Automated content enrichment (ACE) is an emerging technology that parses source and target text, creates links to relevant external resources, and can supply additional information such as terms, concepts, dates, or products. ACE makes content more . . .
Establishing a Corporate Language Hiring Policy
by Rebecca Ray, January 03, 2018, 3 Pages View abstract 
Language requirements are not always obvious when it comes to hiring employees. This report offers guidance for developing hiring profiles when a corporate policy mandates the use of a specific language. Share it with colleagues in human resources (HR) . . .
Fourteen Ways to Ace Your Executive Presentation
by Rebecca Ray, January 03, 2018, 4 Pages View abstract 
Need help with building effective business cases and presentations that lead to increased investment in localization and global growth? CSA Research recently analyzed data from 20 companies to determine what worked and what did not when making the case . . .
Investment Proposal for Adding Language Support for Marketing
A CSA Research Guide to Developing Business Cases
by Rebecca Ray, December 29, 2017, 46 Pages View abstract 
CSA Research designed this presentation as an “ROI by example” guide for translation, localization, and globalization teams. Use it as the basis for developing and presenting investment proposals, business cases, or ROI arguments to add language . . .
Language Pair Demand and Supply: 2017
by Arle Lommel, Donald A. DePalma, December 20, 2017, 6 Pages View abstract 
Many organizations support a growing and changing set of languages. This report provides guidance on current and evolving demand for the language pairs participants in CSA Research’s annual Global Market Survey most frequently cited as the fastest . . .
The State of Project Management at LSPs
by Hélène Pielmeier, November 30, 2017, 9 Pages View abstract 
Project management is the cornerstone of most language service providers that rely on human skills to coordinate translation or interpreting jobs. CSA Research conducted a survey of more than 350 individuals who manage PM teams at LSPs. In this report, . . .
Website Language Churn: 2016–2017
by Arle Lommel, Benjamin B. Sargent, November 30, 2017, 7 Pages View abstract 
In any given year, global enterprises add or drop languages from their sites in response to a variety of macro-economic, business climate, and internal factors. This report examines “churn” – the likelihood that the world’s most . . .
How AI Will Augment Human Translation
by Arle Lommel, October 31, 2017, 9 Pages View abstract 
Some software developers hope to leverage the latest wave of artificial intelligence research to replace human translators. Others more realistically are incorporating AI to enhance the capabilities of human translators. This report analyzes the software . . .
Streamlining Interpreter Bookings
by Hélène Pielmeier, October 09, 2017, 7 Pages View abstract 
Managing pools of interpreters and large volumes of booking requests can be a daunting task. Many organizations still rely on ad hoc solutions that fail to meet their needs. This research piece outlines the core decisions you need to make before you start . . .
Blockchain Adds Digital Controls to Language Services
by Benjamin B. Sargent, October 06, 2017, 4 Pages View abstract 
Blockchain is a method for concatenating blocks of transactions, which are stored securely using encryption in a distributed system that prevents bad actors from unlawfully changing records. While most media sources focus on blockchain’s use in . . .
The Fastest-Growing LSPs: 2017
by Donald A. DePalma, September 30, 2017, 8 Pages View abstract 
Providers, buyers, investors, and the media track the language services and technology market with various metrics, topmost among them profitability and revenue. This report analyzes revenue growth, highlighting the performance of the fastest-growing . . .
The ROI of Customer Engagement
The Business Case for Localizing the Global Customer Journey
by Donald A. DePalma, Rebecca Ray, September 15, 2017, 35 Pages View abstract 
Consumers and businesspeople have more choices than ever before. With rare exceptions, they can buy whatever they want, from wherever they want, whenever they want. All that typically stands in the way of buyers getting what they want is their ability . . .
Disintermediation in the Language Supply Chain
by Hélène Pielmeier, September 14, 2017, 6 Pages View abstract 
Eliminating the middleman has been the goal of banking, retail, and tourism firms as they cut overhead and deal more directly with their customers. Language services are not exempt from this move toward disintermediation. In this report, we explore how . . .
Financial Benchmarks for Global Enterprises: Language Services Spend
by Rebecca Ray, Donald A. DePalma, September 01, 2017, 18 Pages View abstract 
An organization’s ability to deliver a winning global customer journey depends on two core elements: 1) the maturity of its localization team; and 2) the degree to which all groups enterprise-wide have globalized their business processes and . . .
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