E.g., 07/14/2020
E.g., 07/14/2020

Theme and Tracks

Delighting Global End-users—A Mutual Goal for Mutual Success

Throughout global business, audience profiles have changed and delivery channels have become increasingly diversified. Consequently, end-user experience has become the guiding principle for many multinational companies. In response, language service providers must also prioritize the end-user; delighting customers must become a mutual goal, since with shared goals comes shared success.

This idea of mutual success was first used in the SaaS sector and applied in subscription model markets where it was dubbed “Customer Success.” Based on the premise that service providers succeed when their customers succeed, customer success requires an emphasis on meeting the needs of the end-user. In the language services industry, it also requires a fundamental shift in the traditional client-supplier engagement model. It means that collaborative relationships are essential, shared objectives are key, and data is critical. Success of the client and supplier are interdependent and are based on the end-user’s experience.

Building an end-user focused, customer-success operation will be the focus of GALA 2018. Proposals addressing models for cooperation, innovation—not just in technology, but in business models, data practices, sourcing strategies, partnerships, and more—and other elements of a collaborative, customer success approach are welcomed.


  • Technology and Integrations
  • Business and Economic Models
  • think! Interpreting
  • Digital Marketing and New Media
  • Quality and Standards
  • Executive Leadership

The conference program will be posted in late November or early December. Interested in submitting a proposal? The call for proposals closes on 22 September.