Abigail Cox

Website Translation & Localization

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Website Translation & Localization

Get faithful and accurate translations with the aid of our linguistic experts

At a glance

  • The difference between website translation and localization
  • An essential part of global expansion

When to request it

  • For brand awareness 
  • To improve user experience
  • To gain a competitive edge

What is website translation and localization?


Website translation and localization are two ways of making your website more accessible and appealing to different audiences around the world. They involve not only changing the language of your website, but also adapting its content, design, and functionality to suit the culture, preferences, and expectations of your target market.

 

What are the benefits?

  • Reach new customers and markets. By translating and localizing your website, you can communicate with potential customers in their native language and show them that you care about their needs and values. This can increase your brand awareness, trust, and loyalty, and ultimately boost your sales and conversions.
  • Improve your user experience and satisfaction. By translating and localising your website, you can provide a more user-friendly and engaging website that matches the local standards and conventions of your target market. This can enhance your website usability, functionality, and performance, and reduce bounce rates and errors.
  • Gain a competitive edge and stand out from the crowd. By translating and localising your website, you can differentiate yourself from your competitors and showcase your unique value proposition and offerings. This can increase your website visibility, ranking, and traffic, and attract more attention and interest from your target market.

 

Why work with us?

Experience, dedication, and passion for the business have earned us the confidence we now enjoy in regards to the services we offer.

We’ve assembled a team of some of the industry’s greatest translators and language experts. We work closely with them and have reached an unparalleled level of trust. We have also developed (and continue to develop) solutions that enable more accuracy, shorter deadlines, and better overall results.

In our hands, your project will be thoroughly managed, handed to a carefully curated team of professionals and delivered to highest standards. 

Working with us

Dedicated Project Manager
You’ll be assigned an experienced Project Manager who will liaise between you and our linguistic team to ensure a smooth process.
Curated linguistic team

A team of skilled, specialised, and trusted linguists will be carefully selected to take care of your copy​.

In-depth research
PMs and Linguists will learn about you, your brand and current trends to achieve the most accurate result possible.
Workflow management
Tech integration
We offer an array of Tech solutions, including options to integrate with your systems. Check our Software and Technology section under Services.
Right the first time
We over-prepare to get your requests right the first time, but in case you need us to address any concerns, we always include two rounds of amends.

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What our clients have to say...

At Blue Array, we support a wide variety of international award-winning projects with high complexity and spanning across the five continents. Managed Language’s help in this is invaluable, with high quality across the board, swift response, and more importantly the best care a business partner can hope for.
Enrico Chiodino - SEO Director Blue Array
Managed Language's quick and efficient translation services has help us to reach people affected by conflict, in their own languages, making a real impact on their lives. Working with ML has been a real pleasure; their team is professional, friendly, and always goes the extra mile to ensure our needs are met. Thank you for your invaluable contribution to our cause!
Tash Walker - Ops CoordinatorLegacy of War Foundation
Mariana, Andre and the rest of the team are great. They are reliable, meet our ambitious deadlines, are willing to take on any brief I send their way, and will push to get the best result for all involved. We have achieved some brilliant transcreation and translation work together tailored to Gen Z, particularly for our European markets.
Claire Burgess - Localisation LeadUNiDAYS
We have been in partnership with ML since early 2021 and in that time we have collaborated on numerous projects and been passed a lot of business. We have a great working connection – ML believes in win-win relationships and so do we, which is why we work with them.
John Ashton - DirectorWrite Arm
I really enjoy working with ML on delivering ASOS TOV across markets. The process is highly collaborative, the members of the team are thoughtful, take ASOS feedback on board, and really understand the customer is in every market. The recommendations they give us on of how to be culturally relevant for each market keep ASOS TOV fresh and consistent in an international level. Working with a team like theirs is key to be a global business.
Brenda OrteraCEO

Why Do We Charge A Minimum Fee For Translations?

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Our Policy

Why We Charge A Minimum Fee For Translations

Contents

We’re often asked about our minimum fee policy when talking to new clients, as some of our competitor translation providers don’t always include one in quotes. It may seem frustrating to have to agree to a minimum fee, even if you’re only after a few short translations, but we’ve found that it benefits everyone involved. From ensuring quality to upholding our core values, there are a number of positive reasons that we stick strong to our minimum fee — even if it could put some potential clients off.

But first, let’s have a quick look at what impacts the overall costs of your translation projects.

The cost of translation

Costs will always differ depending on the type of translation you need. There are different levels of quality and complexity depending on the purpose and audience of your text. For example, a legal document or a medical report might require a higher level of accuracy and expertise than a casual email or a social media post. 

Another factor that impacts cost is the language pair or combination. Some languages are more common, so there’ll be more translators available than others. For example, translating from English to Spanish might be cheaper than translating from English to Icelandic, because there are more Spanish speakers and translators in the world. The supply and demand of translators for each language pair will determine the price per word or per hour.

Learn about some of the rarest world languages.

A third factor that influences the cost of translation is the deadline. If you need your translation done quickly, you might have to pay extra for a rush service. This is because translators might have to work overtime or prioritize your project over others. On the other hand, if you have a flexible deadline, you might be able to negotiate a lower price, or get a discount for bulk orders.

The final factor that impacts the cost of translation is the quality of the source text. If your text is clear, well-written and free of errors, it will be easier and faster for translators to work on it. However, if your text is poorly written, ambiguous or full of mistakes, it will take more time and effort for translators to understand and correct it. 

So while rates and costs will differ for each project, we always include a base rate, or minimum fee. This might mean we’re priced out when competing with other LSPs, but it’s something we will always stick to. 

What is a minimum fee in translation?

Usually, a minimum fee is put into a contract to cover all and any small or adhoc project, but this will differ between translators and LSPs. Most translation agencies will use this minimum fee to cover any administrative work that comes alongside the linguistic project. Think emails, invoicing, discussing timeframes or edits, etc. 

A pot of coins with a plant shoot 'growing' out of it to represent the importance of a minimum fee

For us here at Managed Language, we will build in a minimum fee to every project. It’s never a set fee — we base our costings on each individual piece of work, rather than offer a package model to ensure we’re making the process as easy as possible for our clients. But this gives us, our linguists and you, our client, flexibility when it comes to the scope of work while ensuring the translations are still tip-top quality. 

Why do we charge a minimum fee?

Quality Assurance

When it comes to translation, quality is paramount. By having a minimum fee, we can ensure that our team of native linguists can dedicate more than enough time and effort to deliver high-quality translations. Rather than stacking their days with multiple projects due to low-paying jobs, they can take their time to research your brand/the subject and check (and re-check!) that the work they’re producing is the very best.

This means that you, our client, will receive accurate, engaging and culturally appropriate translations that convey your message.

If you need to be reminded about how quality is vital in multilingual content, check out this blog post. 

A person writing in an open notebook to depict quality in content services like translation

Expertise and Specialisation

If you’re here, you probably already know that translation is not just about converting words from one language to another! It requires expertise and specialisation to ensure the messaging is on brand, culturally sensitive and adds value for your own customers. By setting a minimum fee, we can (and do!) attract and retain top-tier translators who are native to your new target market, and experienced in specific industries or subject matters. 

This means you can be confident your translations are handled by professionals who understand the nuances and terminology of your field and the new audience.

Investment in Technology

In today’s digital age, the significance of translation technology can’t be overstated. It serves as a valuable asset in improving both efficiency and accuracy (luckily something we have years of experience in!). By implementing a minimum fee, we are able to allocate resources towards acquiring cutting-edge translation tools and software. These state-of-the-art resources work seamlessly to streamline the entire translation process — from internal organisation to file engineering — enabling us to deliver translations with remarkable speed without compromising on the quality that our clients deserve.

Final thoughts

We have a minimum fee for translations because we value quality over quantity. We don’t want you to settle for subpar translations that can damage your image and credibility, or cause you legal or cultural troubles. Our prices reflect our high standards and results, as we collaborate with professional linguists who are native speakers and experts in their fields. We also treat them with respect and dignity, and pay them fair fees that go beyond the industry average. We believe in creating a sustainable and ethical language industry that rewards excellence and passion. 

Our minimum fee is not just a number; it’s a guarantee of outstanding quality, expertise, and personalised service. At Managed Language, we love what we do and we do it with care.

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White Label Services: Scaling Globally

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Open blank notebook to depict white label services

White Label

How We Helped A Digital Marketing Agency Globally Scale Their Business

The client

The Agency* is a digital marketing agency that offers web design, SEO, content marketing, and social media management services to small and medium-sized businesses. They have a team of talented professionals who are passionate about helping their clients grow their online presence and reach their target audience.

*For obvious reasons, we cannot disclose the name of the agency!

The problem 

However, The Agency faced a challenge when they started to receive more requests for multilingual content from their clients. They realized that they lacked the expertise and resources to provide high-quality translation and localization services in-house. They also did not want to create a whole new department or hire freelancers, as they feared losing control over the quality, consistency, and branding of their work.

That’s when they discovered us, Managed Language, a white-label service provider that specializes in translation, localization, and multilingual copywriting. We offer a comprehensive solution for agencies that want to expand their service offerings and reach new markets without investing in additional staff, training, or software.

The project

We work as an invisible partner for The Agency, providing them with white-label translation and localization services that they can resell to their clients as their own. Our expert team at ML handles everything from project management, and quality assurance, to invoicing and reporting. The Agency only has to provide the source files and specifications, and we deliver the translated and localized files ready for use.

Over the past 6 months, we’ve been creating thoroughly researched articles in a range of European languages for a financial client. 

The solution

By working with us, The Agency was able to:

  • Increase their revenue by offering translation and localization services to their existing and new clients.
  • Save time and money by avoiding the hassle of hiring, training, or managing translators or localizers.
  • Maintain their brand identity and reputation by ensuring the quality, consistency, and accuracy of their multilingual projects.
  • Impress their clients by delivering fast turnaround times and meeting their specific requirements and expectations.
  • Access a network of professional linguists who cover over 100 languages and domains.
  • Benefit from the latest technology and tools that Managed Language uses to optimize the translation and localization process.

The Agency is very satisfied with the white label services provided by Managed Language. They have received positive feedback from their clients who appreciate the multilingual websites and content that The Agency has delivered. They have also seen an increase in their client retention and referral rates.

Clipboard with a clean sheet of paper to depict our white label services

This is an ongoing partnership between us and The Agency, as we’ve proved time and time again that we can help them grow their business and achieve their multilingual goals.

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Click Here

Unusual and Rare World Languages

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Notebook with translation notes depicting a dedicated translation partner

Rare Language Facts

Contents

The world is full of diverse and fascinating languages and dialects, each with its own history, culture, and features. And although we here at Managed Language like to think we know everything there is to know about…well, language, we know that’s not true! Every day there’s another fascinating fact or figure about local dialects. So we thought, why not share some of the more surprising ones?!

Silbo Gomero 

Silbo Gomero is a whistled language used by the inhabitants of La Gomera, one of the Canary Islands. The exact history is a little hazy, but it’s widely accepted that it was being used long before the Spanish settlement in the 16th century, by the Guanches, the indigenous peoples of the Island. It is said that this whistled language can travel to a distance of 3.2K due to the landscape of steep ravines and deep valleys. Far more effective than shouting, and easily more efficient than travelling to “talk”, this was used right up until the early 20th century, having been adapted to Spanish when they settled there. 

Its usage began to decline as more and more whistlers had to move away to larger islands for jobs, so by the 1950s and 60s, there were few speakers left to pass it down to the younger generations. But this is not a story of loss — due to the concerted revitalisation efforts on both a community and governmental level, it has been taught in schools since 1999. And, in 2009, UNESCO declared it a Masterpiece of the Oral and Intangible Heritage of Humanity. 

Pirahã 

Pirahã, spoken by the indigenous group of the same name living in the Amazon rainforest, is an amazing language. It’s seen as one of the simplest, and most restrictive, languages in the world because it has only 8 consonants, 3 vowels, no numbers, no colours, no recursion, and no abstract concepts.  

Instead of numbers, they use comparative terms such as “bigger” or “smaller.” To them, two fish are “bigger” than one fish, just as one large fish is “bigger” than a minnow. They also don’t have words for colour! Like with numbers, the Pirahã think of colours in relative terms. So, something can be “darker” or “like blood.”

Lastly, the Pirahã language also lacks phatic communication, which is a fancy word for small talk, like “how are you?” or “thank you”. Instead of expressing thanks, they tend to reciprocate the kindness at a later date. Perhaps the most important fact, though, is that most speakers of Pirahã are monolingual, so can only speak this language — meaning, it’s not going anywhere any time soon!

Rotokas

Another language with a tiny alphabet is Rotokas — spoken by about 4,000 people on the island of Bougainville in Papua New Guinea. With just 12 letters (6 vowels and 6 consonants), it is the smallest alphabet in the world, and only has 9 possible syllables! In fact, the nasal ‘n’ is only ever heard when the inhabitants of the island are mimicking foreigners. 

It has a very simple phonology too, with only 9 possible syllables. But perhaps what is most interesting is that speakers don’t use tone or stress to distinguish words or phrases. For example, an English speaker would use their tone to express incredulity or surprise, while Rotokas speakers use the same tone for everything. Despite this, it’s said to be one of the easiest languages to learn!

Bird in a tree in Alotau, Papua New Guinea

Taa

In direct contrast to Rotokas, the Taa language system has the largest number of phonemes (ie. distinct sounds) in the world! With over 100 consonants and over 40 vowels, it’s one of the most complex languages discovered. And, if we’re being specific (which we always are when it comes to language!), it should be considered a ‘dialect continuum’, rather than a language, as there are a range of variations depending on where it is being spoken. 

Primarily spoken in Botswana, but also found in Nambia, it is used by roughly 4,000 people. It’s famous, however, for its extensive use of click sounds — in fact, one study found that 82% of the base vocabulary begins with a click!  

Sentinelese

The Sentinelese is spoken by an isolated tribe on North Sentinel Island, a part of the Andaman Islands in the Indian Ocean. It’s actually one of the most mysterious languages in the world, as the tribe has very little contact with outsiders, and resists any attempts to communicate. To make things even trickier, the population of the said island is around 200~ but again, we’re not entirely certain due to their lack of interest in socialising with the outside world. 

We think the language is related to other Adamanese languages, but it isn’t mutually intelligible with any of them. There are so few friendly interactions with the inhabitants of this island that we know virtually nothing about this language. So, unfortunately, this is all the info we have about this language — but that’s still cool, right?!

These are just some examples of the most interesting and unusual languages in the world. There are many more that we could explore, like as Klingon (yes, it’s an accepted language!), Esperanto, Elfdalian or Nushu. Each has its own story and charm and deserves to be appreciated and preserved. 

 

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Mission Statement

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Our Mission Statement

We, at Managed Language, are a company that believes in the power of human creativity and cultural diversity. We provide high-quality language services that go beyond words and capture the essence of your brand and message. We work with talented translators, writers, and editors who are passionate about their craft and care about the impact of their work. We are committed to sustainability and social responsibility, and we strive to make a positive difference in the world through our language solutions.

Our mission is simple...

To deliver on-brand language that resonates with local culture, using the best of human talent and technology, while promoting sustainability and social good.

  • We tailor our language services to match the tone, style, and voice of your brand, as well as the preferences, expectations, and values of your target audience. We understand that language is not just a tool for communication, but also a way of expressing identity and building relationships.

  • We combine the skills and expertise of our professional linguists with the speed and efficiency of our cutting-edge technology. We use artificial intelligence, machine learning, and natural language processing to enhance our language solutions, but we never compromise on quality or accuracy. We always have human oversight and quality assurance to ensure that our language services meet the highest standards.

  • We are committed to reducing our environmental impact and supporting social causes that align with our values. We use renewable energy sources, minimize waste, and recycle materials whenever possible. We believe that language can be a force for good in the world.

A note on our linguists...

Our linguists are total pros, with incredible skills and knowledge that are seriously valuable in so many fields and domains. But let’s be real, these linguists often have a tough time finding decent jobs that pay well, especially with the cost of living going through the roof and competition getting fiercer by the day. It’s not just about being fair, it’s about recognising and rewarding their expertise and all the awesome stuff they bring to the table. By paying these linguists what they deserve, we’re making sure they can keep doing what they love and providing top-notch services to our clients.

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White Paper: The Future of Customer Experience in a Multilingual World

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The Future of Customer Experience
in a Multilingual World

Contents

Introduction

Customer experience (CX) is essentially the sum of all the interactions and emotions that a customer, or client, has with a brand throughout their online journey. CX includes aspects such as product quality, service delivery, ease of use, convenience, and personalisation. CX is not only a necessity, but also an opportunity for businesses to differentiate themselves from competitors, increase customer loyalty and retention, and grow their revenue and market share.

However, delivering a great CX is not easy, especially in a multilingual world. Businesses today need to communicate with customers across different channels, markets and languages, and adapt their messages to the local culture and preferences. This requires not only linguistic skills but also cultural awareness and empathy.

In this white paper, we will explore the importance and potential of multilingual customer experience (MCX), the challenges and opportunities that businesses face in this area, and the strategies and solutions that can help them enhance their MCX. We will also provide some examples or case studies of successful MCX programs, as well as some emerging trends and technologies that are shaping the future of MCX.

The Importance of Multilingual Customer Experience

MCX is the ability or practice of providing CX in multiple languages. MCX is important for several reasons:

  • Globalization and localization: The world is becoming more connected and diverse, thanks to globalization and digitalization. Businesses can reach customers across borders and continents, but they also need to localize their products and services to meet the needs and expectations of each market. Language is a key element of localization, as it reflects the culture, values and identity of customers.
  • The rise of multilingual customers: Customers are becoming more multilingual and multicultural, thanks to migration, education and travel. Customers can speak multiple languages or prefer to use different languages for different purposes or contexts. Customers also have different cultural backgrounds, beliefs and preferences that influence their behaviour and decision-making.
  • Impact on customer satisfaction and loyalty: Language has a profound impact on CX. According to various studies, customers prefer to interact with brands in their native language, and this preference influences their loyalty and retention. For example, a survey by Unbabel (2021) found that 68% of consumers would switch to a different brand that offers support in their native language, and 75% would only spend up to $500 with brands that do not offer native-language customer support. Similarly, a study by Common Sense Advisory (2014) found that 74% of consumers are more likely to repurchase if after-sales care is offered in their language.

Challenges in Multilingual Customer Experience

Despite the importance and potential of MCX, there are still many challenges that businesses face in this area. Some of these include:

  • Language barrier: The language barrier is the most obvious challenge in MCX. Businesses need to communicate with customers in multiple languages, but they may not have the resources or expertise to do so effectively. Businesses may face difficulties in finding qualified bilingual or multilingual staff, or outsourcing language services to external providers. Businesses may also face difficulties in ensuring the quality, consistency and accuracy of their multilingual content and communication.
  • Cultural differences: Cultural differences are another challenge in MCX. Businesses need to understand the cultural nuances and preferences of customers in different markets, but they may not have the knowledge or sensitivity to do so appropriately. Businesses may face difficulties in adapting their tone, style and content to suit the local culture or avoiding cultural faux pas or misunderstandings. Businesses may also face difficulties in building trust and respect with customers from different cultural backgrounds.
  • Technology constraints: Technology constraints are another challenge in MCX. Businesses need to use technology to create, manage and deliver multilingual content and communication, but they may not have the access or capability to do so efficiently. Businesses may face difficulties in integrating their technology systems and platforms across different channels and languages or leveraging new technologies and solutions that can enhance their MCX. Businesses may also face difficulties in protecting the security and privacy of their multilingual data and information.

Strategies for Enhancing Multilingual Customer Experience

To overcome these challenges and improve their MCX, businesses need to adopt some strategies and solutions that can help them achieve their goals. Some of these include:

  • Multilingual support channels: Businesses need to provide multilingual support channels for their customers across different touchpoints, such as phone, email, chat, social media, etc. Businesses need to ensure that they have enough bilingual or multilingual staff or agents to handle customer inquiries or requests in different languages or use technology solutions such as machine translation, or chatbots, to assist them. Businesses also need to ensure that they have clear policies and procedures for handling multilingual interactions, such as language selection, escalation, feedback, etc.
  • Translation and localization tools: Businesses need to use translation and localization tools to create, manage and deliver multilingual content and communication. Businesses need to choose the right type of language service for their needs, such as translation, localization, transcreation, copywriting, SEO, content marketing, etc. Businesses also need to choose the right language service provider or solution for their needs, such as quality, speed, cost, expertise, technology, customer service, etc.
  • Cultural sensitivity and adaptation: Businesses need to be culturally sensitive and adaptive when communicating with customers in different markets and languages. Businesses need to conduct market research and customer analysis to understand the language, culture, preferences, expectations and behaviour of their target audience. Businesses also need to craft a core message that conveys their brand identity, value proposition and differentiation across markets, and adapt it to suit the local culture and preferences.
  • Artificial intelligence and machine learning: Businesses need to leverage artificial intelligence (AI) and machine learning (ML) to enhance their MCX. Businesses need to use AI and ML to automate and optimize their multilingual workflows and processes, such as machine translation, quality estimation, sentiment analysis, etc. Businesses also need to use AI and ML to personalize and customize their multilingual content and communication, such as content recommendation, customer segmentation, customer data analysis, etc.

Case Studies

To illustrate the benefits and best practices of MCX, here are some examples or case studies of successful MCX programs:

  • Airbnb: Airbnb is a global online marketplace that connects travellers with hosts who offer accommodation in more than 220 countries and regions. Airbnb provides MCX by offering its website and app in 62 languages, its customer support in 11 languages, and its host community in 31 languages. Airbnb uses a combination of human translators, machine translation and crowdsourcing to create and deliver multilingual content and communication. Airbnb also uses AI and ML to personalize and customize its multilingual content and communication based on customer preferences and behaviour.
  • Netflix: Netflix is a global streaming service that offers movies and TV shows in more than 190 countries. Netflix provides MCX by offering its content in multiple languages, with subtitles, dubbing or original audio options. Netflix uses a network of professional translators and linguists to create and deliver multilingual content. Netflix also uses AI and ML to optimize its multilingual content production and distribution based on customer feedback and data.
  • Spotify: Spotify is a global music streaming service that offers music and podcasts in more than 170 countries. Spotify provides MCX by offering its app in 60 languages, its customer support in 16 languages, and its music recommendations in 25 languages. Spotify uses a combination of human translators, machine translation and localization tools to create and deliver multilingual content and communication. Spotify also uses AI and ML to personalize and customize its multilingual content and communication based on customer preferences and behaviour.
Airbnb logo

Managed Language Case Studies

Managed Language has helped many businesses achieve their CX goals in a multilingual world. Here are some examples of successful implementations of our services for CX improvement:

  • UNiDAYS: UNiDAYS is a student loyalty platform that wanted to bring more local and cultural understanding to their international marketing campaigns. They teamed up with Managed Language as their main linguistic and transcreation partner. The scope of work focused on creative translation and cultural reviews of emails, paid social campaigns and marketing messaging to be delivered in a range of file formats and languages with a maximum turnaround time of two days. As a result, UNiDAYS increased its brand awareness and engagement among its target audience across markets.
  • Go Cardless: Go Cardless is a Fintech company that needed multilingual copywriting optimized for SEO. They partnered with Blue Array (a digital marketing agency) which worked with Managed Language as their multilingual content provider. The scope of work involved creating original content in different languages for their website pages based on keyword research and SEO best practices. As a result, Go Cardless improved its organic traffic and conversions across markets.
  • New Balance: New Balance is a sportswear brand that required transcreation in 16 languages. They collaborated with 20 Ten (a creative agency) and relied on Managed Language as their transcreation partner. The scope of work included adapting their brand voice and tone to different cultures and languages for their website pages based on transcreation briefs and guidelines. As a result, New Balance enhanced its brand reputation and loyalty across markets.
GoCardless
New Balance logo

Emerging Trends and Technologies

To anticipate the future of MCX, here are some emerging trends and technologies that are shaping this area:

  • Real-time language translation: Real-time language translation is the ability or practice of translating speech or text from one language to another instantly or with minimal delay. Real-time language translation can enable seamless multilingual communication between customers and businesses across different channels and platforms. Real-time language translation can be achieved by using technology solutions such as speech recognition, machine translation, natural language processing, etc.
  • Voice and chatbots: Voice and chatbots are software applications that can interact with customers using natural language through voice or text. Voice and chatbots can provide multilingual support for customers across different touchpoints, such as phone, email, chat, social media, etc. Voice and chatbots can be powered by technology solutions such as artificial intelligence, machine learning, natural language processing, natural language generation, etc.
  • Personalization and customer data analysis: Personalization is the ability or practice of tailoring content or communication to suit the individual needs or preferences of customers. Customer data analysis is the ability or practice of collecting, processing and interpreting data about customers’ behaviour or feedback. Personalization and customer data analysis can enhance MCX by providing relevant, engaging and consistent content or communication for customers across different markets and languages. Personalization and customer data analysis can be enabled by technology solutions such as artificial intelligence, machine learning, big data, analytics, etc.

Predictions and Insights

Customer experience (CX) is the sum of all the interactions and emotions that customers have with a business, from the first contact to the post-purchase support. CX is a key factor that influences customer satisfaction, loyalty and advocacy. In today’s globalized and digitalized world, CX is becoming more complex and challenging, as customers have more choices, expectations and voices than ever before. One of the main challenges that businesses face is how to deliver a consistent and personalized CX across different languages and cultures.

Based on these trends and technologies, we can make some predictions and insights about the future of CX in a multilingual world:

  • CX will become more global and local. Businesses will need to communicate with customers across borders and continents, but they will also need to localize their products and services to meet the needs and expectations of each market. Language will be a key element of globalization and localization, as it reflects the culture, values and identity of customers.
  • CX will become more multilingual and multicultural. Customers will become more multilingual themselves, as they learn new languages or use translation tools to access information and services in different languages. They will also become more aware and appreciative of the diversity and richness of different cultures, and expect businesses to respect and celebrate that diversity. Language will be a key element of multilingualism and multiculturalism, as it enables communication, understanding and empathy among customers.

  • CX will become more human and digital. Businesses will need to leverage the power of artificial intelligence (AI) and machine learning (ML) to automate and optimize their CX processes, such as chatbots, voice assistants, sentiment analysis, personalization, etc. But they will also need to maintain a human touch and connection with their customers, by using natural language processing (NLP), speech recognition, emotion detection, etc. Language will be a key element of humanization and digitalization, as it conveys the tone, mood and personality of customers.

Actionable Steps for Companies

To succeed in the future of CX in a multilingual world, businesses will need to take some actionable steps to improve their language capabilities and strategies:

  • Invest in language learning and training for their employees, especially those who interact directly with customers or work in cross-cultural teams. This will help them to communicate effectively, respectfully and confidently with customers in different languages and cultures.
  • Adopt language technology solutions that can help them to translate, transcribe, analyze and generate content in multiple languages. This will help them to provide accurate, timely and relevant information and services to customers in their preferred languages.
  • Implement language quality standards and best practices that can ensure the consistency, clarity and correctness of their language use across different channels, platforms and devices. This will help them to avoid confusion, misunderstanding and errors that can damage their reputation and trust with customers.
  • Monitor and measure their language performance and impact on CX using data-driven metrics and feedback. This will help them to identify their strengths, weaknesses, opportunities and threats in their language management, and make informed decisions to improve their CX outcomes.

Working with Managed Language

Managed Language can bring many benefits for businesses that want to improve their CX in a multilingual world. Some of these benefits include:

  • Quality: We ensure the quality of multilingual content and communication by using professional linguists, quality assurance processes and quality certifications. Quality also means accuracy, consistency and cultural relevance of the content.
  • Speed: We deliver multilingual content and communication faster by using technology, automation and optimisation to streamline the workflow and reduce turnaround times. Speed also means availability, responsiveness and agility of the service.
  • Scalability: We can handle any type of content, format and volume by using technology, automation and optimization to adapt to changing needs and demands. Scalability also means flexibility, customization and diversity of the service.
  • Security: We protect the confidentiality and integrity of multilingual content and communication by using technology, automation and optimization to ensure data privacy and compliance. Security also means reliability, trustworthiness and professionalism of the service.
  • Cost-effectiveness: Our services reduce the costs of multilingual content and communication by using technology, automation and optimisation to eliminate errors, delays and expenses. Cost-effectiveness also means value proposition, return on investment and customer satisfaction with the service.

Conclusion

Language is not only a tool for communication, but also a source of value creation for businesses in the future of CX in a multilingual world. By enhancing their language skills, technologies, quality and analytics, businesses can deliver a better CX that can meet the needs, expectations and emotions of their diverse and demanding customers. This can lead to higher customer satisfaction, loyalty and advocacy, as well as increased revenue, growth and competitiveness for businesses.

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