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You Have Responsibility for Global Digital Content – Now What?
As companies come to terms with the central role that content plays in the customer journey – from building awareness through purchase and onto customer care – their digital marketing teams and localization groups are tasked with content creation, adaptation, and rollout at the global level. During a recent CSA Research Symposium in

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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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E-Commerce in India: Beyond English and Hindi
The Indian e-commerce market continues to grow as the government there encourages its expansion and works to ensure that the country’s local languages are integrated into its Digital India and Make in India programs. Unlike its neighbor to the east – China – the Indian playing field is open to international companies, as the ongoing

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Time for the C-Suite to Catch the Multilingual Content Train
It has taken social and mobile – plus the empowerment of consumers to influence the message – for content to finally grab the undistracted attention of executives. But they’re not only wrestling with content in its simplest forms controlled by employees. They must also take into account material created “in the wild” –

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Digital Transformation and Language Combine to Power a US$43.08 Billion Market
Two years ago, CSA Research determined that the language sector faced a perfect storm as industry players incrementally improved efficiency, innovated services and processes built on newer technology and streamlined practices, and confronted disruptive intrinsic and external changes that were transforming the market. These factors have converged to

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Driver’s Education: Connected Cars Pose New Localization Challenges
It wasn't new handsets or mobile services that garnered the most attention at the recent Mobile World Congress in Barcelona. Instead, it was automobiles: Intel's 5G-enabled autonomous car, Peugeot's Instinct concept vehicle, and flying car prototypes such as the AeroMobil. If any industry exemplifies disruptive change these days, it's the car industry

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Mobile-Forward Design Grows Global Market Share
Increasingly, B2B and B2C companies alike provide an app-like experience for their brand websites. Today, more than 50% of searches, globally, take place on mobile devices. Sure, people that carry handhelds still download apps for handling frequently repeated tasks, like checking the weather, but otherwise expect to perform app functions via their mobile

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A Lesson in Global Customer Experience from Whatsapp
To address even half the online opportunity, it already takes four languages. To capture 98% of the online audience – and 99% of the entire world online wallet – requires 64 languages. However, in 2017, building multilingual websites to serve those markets will take a company only so far. Why? Visitors and customers expect more than a simple

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Roadmapping Global Customer Experience with 58 Best Practices
As customer acquisition and engagement become increasingly digitized, global brands must reliably deliver content in dozens of languages and channels, across an array of regions, cultures, and regulatory regimes. This week, CSA Research published “Expanding Global Customer Experience,” (Nov16), setting out best practices derived from 150

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Becoming Millennial
There’s been lots of hand-wringing among marketers and brands about how to reach the next generation of consumers and employees, as if they are so different than those who came before. At last week’s Brand2Global conference in Silicon Valley, many of the most interesting talks were by Millennial thought leaders, weighing-in on this very

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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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