E.g., 07/11/2020
E.g., 07/11/2020
Free for GALA Members
$75.00 for Non-Members


Microsoft Office applications, services, and content are available in 211 countries and localized in up to 107 languages, but what is the customer experience really like for users of localized products worldwide? In late 2016, the Office International localization team decided to try and understand the international customer experience. The team looked to community engagement to gain insight into how customers view products. This presentation will cover community-focused topics including platforms, recruitment, engagement, gamification, competitions, rewards, measuring success, and the hidden taxes you must pay to set up an online community. It will also detail the unique type of feedback you get from engaged members of an online community.

Declan Coughlan

Stafford Quaid

Stafford Quaid is a senior Program Manager in the Microsoft Office Localisation team focused on ensuring the customer experience when using Office products around the world is the best it can be.