Our Analysts' Insights

Have you dreamed about leading the charge to globalize business processes across your entire organization? Or maybe you already have a plan to help Marketing or Customer Support get their international act together? Based on our recent COVID-19 Enterprise Survey, the stars may finally be aligning to allow you to raise visibility for globalization in ways that enable other teams to be comfortable about where they’re investing internationally.

Loyalty will rise to the fore after the COVID-19 pandemic runs its course. People will remember the brands that reached out in meaningful ways during the crisis. Start planning now to take advantage of loyalty to retain premium customers through the crisis and beyond as you strive to support them during the ensuing ramp-up or recession.

Consumer and digital marketers have so much to deliver that it often looks as if they’re trying to balance multiple spinning plates in the air. One of the trending initiatives that they must integrate into their strategies is the option of direct-to-consumer (DTC), in which their organizations revert to marketing, selling, and supporting individuals – rather than filtering them through third-party marketplaces such as Alibaba, Amazon, or Rakuten. This is a major shift for many medium- to large...

Are you leaving customers in the lurch when it comes to discovering the most relevant entries when asking questions of your localized knowledge base? Our research confirms that organizations tend to spend a lot of money creating a great deal of support content in its original form, along with subsequent multilingual versions. However, they oftentimes invest very little, if any, effort to analyze how external audiences attempt to access these repositories. As entries begin to calcify into legacy ...

Many executives and their functional managers view international business issues as “special” and outside the parameters of the processes for which they are directly responsible. They assume that translation alone takes care of everything international. On the other hand, mid-level managers reporting to those executives often understand intuitively that global success comes from delivering a relevant digital experience that involves so much more than translation. They want to do it right, but ...

When was the last time your strategic planners or management team reviewed what you’re doing in China − and why? If it hasn’t been within the last 12 months, here are three reasons why it’s time for an assessment, along with recommended actions to take.

Ensuring that audiences in various parts of East and Southeast Asia fall in love with the games you create means adapting the characters – and the dialects they speak – appropriately for the region. Your goal is to avoid comical at best, or disastrous at worst, results for your gaming franchise.

Organizations usually don’t invest much money or energy 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 despite the fact that each KB interaction can increase or decrease the value of your brand in customers’ eyes and thus plays a key role in cementing their loyalty. Based on extensive interviews with 36 global firms about how they create and manage multilingual KB con...

Did you know that companies have access to subtitling in real-time or that riders can access in-app translation to enable their ride-hailing-service drivers to find them on the left corner of the intersection, rather than on the right? If not, check out what Amazon Web Services presented at the most recent LocWorld in Lisbon, Portugal. Platform providers such as Alibaba, Amazon, Baidu, Facebook, Google, and Microsoft continue pouring money and people-hours into harnessing artificial intelligence...

CSA Research’s 15th annual survey of the language services and technology market demonstrates that new capabilities to analyze and manipulate big data in local markets will continue to push advances and new applications within AI and the machine learning that it drives. Content will continue to morph as it becomes more conversation-centric to support more and more speech-enabled products and services.