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Balancing Global Customer Success with the Speed of Now! A Conversation with Global Content Experts

Friday, 16 March, 2018 - 09:30

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.

Business and Economic Models, Interactive Panel

Dave Ruane, LanguageWire

Dave is on a mission to inspire individuals and teams in the localization industry to share their expertise and innovations so that the collective knowledge evolves and increases and how we receive and use those nuggets of inspiration gets easier. He is a regular panel moderator and founder of the Process Innovation Challenge, a platform for sharing innovation in the localization industry.

As practice leader at LanguageWire (Xplanation) he is a business advisor to enterprise customers driving localization strategies, & solution deployment. Interests include; continuous localization & agile, global content effectiveness, AI and automation, process and business evolution, knowledge distribution, and servant leadership.

Sonia Zamborsky, Marriott International

As Director of Product Field Support & Communications, Sonia Zamborsky helps optimize Marriott's global eCommerce channels across a diverse portfolio of international products. She provides operations leadership for an extended team at HQ and around the globe. (Basically she's the Chief Dot-Connector between corporate and the field.) Sonia's latest focus has been creating and refining a global operating model that examines the components of people, process, and technology to maximize product ROI.

Patrick Nunes, Rotary International

As somebody who has been actively involved in localization for over 20 years, I am passionate about the strength of our industry and also the constant need for us to keep evolving how we position ourselves and how we do things.

From owning an LSP back in Brazil, to leading localization and interpretation programs, and many strategic global content and brand positioning initiatives, I believe the best results are accomplished when we can truly engage, inspire and activate those around us.

  • I am an inclusionist: I believe everybody has something positive to offer, no matter where you sit at the table.
  • I am a visionary: I believe that if you have your heart in the right place and the true desire to create positive impact, every vision can become reality.
  • I am curious: I believe the status quo is there to be challenged and serve as guidance for change and growth.

Adrienne Caputo

After finishing her undergraduate degree in Philosophy and her master's degree in Spanish linguistics, Adrienne moved to Boston in 2013 where she began her career at a media planning agency. Motivated by her interest in philosophy and language, Adrienne transitioned to a role as a bilingual content strategist. There, her work shifted from the product-focused realm of traditional advertising to user-focused content, as she developed content strategies for both English and Spanish-speaking audiences. Adrienne became passionate about providing valuable experiences to customers through an understanding of their needs. Now, Adrienne works on Rapid7's User Experience team building processes and research plans to understand how customers experience various forms of help documentation. Adrienne also focuses on internal processes across the organization, designing experiences based on the challenges, priorities, and goals of their users.