Issues to Prioritize for Globalizing Customer Care
Advice for Localization Teams
Recommendations
Customer Care: Globalizing at Scale
Building Globally Integrated Customer Experiences in Synch with Local Markets
16 Dec 2020
by
Rebecca Ray, Alison Toon
Delivering a successful customer care experience wherever you do business around the world means more than simply localizing support content and accepting calls 24/7. It requires that your organizational structure, partners, processes, automation infrastructure, and governance evolve to provide an experience that delivers and competes successfully in local markets. It’s normal to face questions and challenges related to how to efficiently globalize across all of these areas. Use this research 1) to prioritize which areas to tackle first; and 2) to better understand how to collaborate with other teams to advance globalization maturity enterprise-wide.
This report is based on an analysis of interviews and surveys with globalization managers and directors conducted as part of our longitudinal research focused on 6,657 correlations and more than 100 Localization Maturity Assessments for 200 global firms spread across 15 countries.
CSA Research conducted a large-scale survey of translators and interpreters in all corners of the world in cooperation with ProZ.com, Translators without Borders, and several industry associations. We sought to characterize the demographics, behavior…
