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Best Practices for Migrating Multilingual Support Content
by Rebecca Ray, May 10, 2018, 5 Pages View abstract 
Knowledge bases (KBs) are repositories of information that organizations make available to customers, prospects, and partners via search, chat, and chatbots. Moving content from one KB to another – or re-purposing e-mails or other unstructured formats . . .
 
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 . . .
 
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 . . .
 
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 . . .
 
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 . . .
 
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 . . .
 
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 . . .
 
Financial Benchmarks for Global Enterprises: Organizational Maturity
by Rebecca Ray, Donald A. DePalma, September 01, 2017, 20 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 . . .
 
Financial Benchmarks for Global Enterprises: International Revenue
by Rebecca Ray, Donald A. DePalma, July 31, 2017, 21 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 programs . . .
 
Conversation Starters to Engage Clients Beyond Projects
by Rebecca Ray, Hélène Pielmeier, June 09, 2017, 8 Pages View abstract 
To sustain growth, executives, sales teams, and account managers at language service providers need to up-sell and cross-sell beyond the language services function on the buy-side. This research piece discusses why enterprise globalization frequently . . .
 
Localization Maturity Model: Release 3.0
Benchmarking Your Globalization Journey
by Rebecca Ray, Donald A. DePalma, May 03, 2017, 39 Pages View abstract 
You can't meet today's global market expectations or outpace local competitors with old-school practices. A more demanding business landscape requires more responsive localization. Sophisticated procedures and behaviors that previously characterized more . . .
 
Data to Support Localization at the Speed of Agile
by Rebecca Ray, March 31, 2017, 5 Pages View abstract 
Many organizations apply Agile methodology to drive software development projects. Its usage has now expanded to other business functions characterized by multiple, quick iterations, thus raising the bar for localization teams. If companies don't already . . .
 
Automation: Implementing Technology within Limits
by Rebecca Ray, Donald A. DePalma, February 23, 2017, 11 Pages View abstract 
CSA Research carried out an extensive data collection and analysis exercise in preparation for Localization Maturity ModelTM (LMM) 3.0. We conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July . . .
 
Organization: Building Excellence at Every Stage
by Rebecca Ray, Donald A. DePalma, February 23, 2017, 15 Pages View abstract 
CSA Research carried out an extensive data collection and analysis exercise in preparation for Localization Maturity ModelTM (LMM) 3.0. We conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July 2016 . . .
 
Process: Globalizing Enterprise-Wide
by Rebecca Ray, Donald A. DePalma, February 23, 2017, 16 Pages View abstract 
Localization teams depend on formal processes to enable on-time delivery of ever-growing volumes of content in multiplying numbers of languages. However, our research shows that an organization is never responsive enough to its domestic multicultural . . .
 
Why Benchmarking Buyer Maturity Matters for LSPs
by Rebecca Ray, Hélène Pielmeier, February 23, 2017, 7 Pages View abstract 
Recognizing buyer maturity levels and incorporating them into your strategy and solution delivery processes are essential to your business. Doing so enables you to: 1) identify the right prospects; 2) nurture leads with relevant messaging; 3) win opportunities . . .
 
Remove Process Waste for Greater Efficiency
by Arle Lommel, Hélène Pielmeier, January 17, 2017, 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. However, many buyers of language services may be unaware of how subtle waste on their part contributes to quality and efficiency problems on a larger . . .
 
Should We Centralize Our Globalization Function?
by Rebecca Ray, December 30, 2016, 9 Pages View abstract 
One of the most common questions asked by organizations implementing globalization as a business function is whether they should centralize language services. Data from CSA Research demonstrates that companies continue to consolidate in this area as they . . .
 
Strategy: Establishing Goals and Budgets Organization-Wide
by Rebecca Ray, Donald A. DePalma, December 19, 2016, 17 Pages View abstract 
CSA Research carried out an extensive data collection and analysis initiative in preparation for Localization Maturity Model™ (LMM) 3.0. We conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July . . .
 
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