[GALA Valencia 2024] The Language of Success: Customer Centricity as a Driver for Excellence
In the ever-evolving landscape of language service providers and technology vendors, it is increasingly vital to underscore the pivotal role of customer-centricity in establishing enduring partnerships and delivering consistent value. Traditional localization metrics, such as translation quality or turnaround time, for example, no longer stand as the sole indicators of localization program success. To thrive in today's fiercely competitive marketplace, going the extra mile to closely align with customers' objectives and aspirations results in stronger partnerships and may even unlock new growth opportunities. Customer-centricity in the realm of language services revolves around crafting tailored, innovative solutions that deeply resonate with each client's specific goals and target audiences.
It's not solely about delivering translations; it's about becoming an integral part of your client's team, a strategic partner wholly invested in their success. This becomes even more imperative in the age of GenAI, where it ensures that customers receive the essential support they need to navigate an intensely competitive market. The advantages of a customer-centric approach transcend mere revenue growth. Satisfied clients tend to become loyal clients.
By demonstrating genuine commitment to their success right from the outset, language service providers and technology vendors nurture enduring partnerships that can withstand the test of time. In this presentation, we will touch on how the customer success model that traditionally helps IT companies thrive can be applied to localization, and how a customer-centric culture can be created within traditional LSPs. Through real-life examples, the attendees will take away ideas on how customer success can be integrated in a more holistic approach encompassing or influencing product development, marketing, sales, resourcing, quality, and every interaction point where customers engage with the brand.
Host organization: Globalization and Localization Association
Event Speakers
Giada Gerotto
Creative Words
With over 7 years of experience in localization vendor and quality management, I am passionate about delivering the best possible service and solutions to our clients at Creative Words, a leading language service provider. As a Customer Excellence Champion, I design and implement strategies and initiatives to improve customer satisfaction, retention, and loyalty, while optimizing processes and workflows across the entire customer journey. I coordinate and oversee the departments in charge of sales, account management, quality management and vendor management. You can find me on LinkedIn at https://www.linkedin.com/in/giada-gerotto/
Viviana Bertinetto
Language I/O | Linguist Now
Over a decade of experience in the language and localization industry, I have led diverse teams and managed programs to bridge linguistic and cultural divides. Currently, as the Chief Customer Officer at Language I/O, I am responsible for driving customer success and engagement. I also possess a strong background in managing localization programs and accounts, having served as a Director of Customer Success and a Localization Program & Account Manager. My career journey has been enriched by roles in which I managed vendors and quality assurance, as well as pioneered innovation and technology in localization.