Today we finish up our series on globalization and what it means for your CX program. (See parts one, two, and three.)
My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s key components in many different languages.
It may sound like a simple component of the globalization process, but languages and translations are key, and I know from experience that they can become a huge sinkhole of time and effort. Translators interpret things differently and create new complexities in the program. But the issue of language and translations can also open up the program to gaming if individuals in the various regions are responsible for doing the translations.
Language barriers may make complete global standardization impossible, so CX leaders need to create a global framework without trying to make everything the same.
Paul returns to a common theme of global governance. We did a blog on this last week if you want to check it out in more detail, but the importance of global governance cannot be overemphasized. It forms the framework and global strategy within which the CX program will run and it’s absolutely critical.
As always, let me know what you think.
Until next time.
@christravell
PS Congratulations to Juan Pablo Montoya on his 2nd Indy 500 victory and Nico Rosberg for stealing victory at the 2015 Monaco Grand Prix. What wins on Sunday sells on Monday.