Balancing Global Customer Success with the Speed of Now! A Conversation with Global Content Experts
Customer success for global content requires a multi-faceted and phased approach because it is a moving target. Users shift to newer content platforms and discard the old, they expect content now, requiring a “continuous delivery” content workflow, and content must resonate with the audience to build a brand following. Global Customer Success is no longer measured by a linguistic quality score. Rather, it is dependent upon User Experience in different stages of the overall customer experience. This panel of global content and user experience experts discusses the ways customer success is driven and measured and how to evolve and adapt models ahead of the changing customer and competitive landscape. Topics addressed include mapping the customer journey, cultural aspects of success, loyalty, and engagement.