1. Innovative content & language solutions: Transforming digital ecosystems to meet evolving customer needs
GALA 2018

2. Shannon Zimmerman
Executive Vice President of Global Content & Language Solutions at AMPLEXOR
Co-founded Sajan in 1997
Over 20 years of experience in information technology and localization
Background in technology and enterprise business solutions
Led technology-focused, strategic business initiatives within telecommunications, health care, manufacturing and service industries
AMPLEXOR: HQ in Luxembourg, growing since its foundation in 1987, presence in over 23 countries

3. At A Glance Traditional Customers, Traditional Expectations
OVERVIEW
Traditional Customers, Traditional Expectations
We are a leading digital solutions provider offering global compliance, digital experience and content solutions.
Globalization of Information Impacting Customer & Company Behavior
The Way Forward: End-to-end Content-Management, Translation & Digital Experience Solutions
Harnessing the Power of Breakthrough Technology

4. Traditional Customers With Traditional Expectations
Used to serving buyers with siloed needs centered on three pillars of content globalization
Cost
———
Examples: Procurement Manager
Purchasing Director
Quality
———
Examples: Technical Writer Regulatory Affairs Director
Turnaround Time
———
Examples: Technical Writer Regulatory Affairs Director

5. Globalization of Information Impacting Customer Behavior
Customers, stakeholders and employees are digitally connected & demand instant, omni-channel information
The global population is more connected than ever
2017
3.8 BILLION
Internet users
+10% YoY
2.8 BILLION
Social media users
+21% YoY
4.9 BILLION
Unique mobile users
+5% YoY
2018
Changing the way customers want to interact with businesses
50%
Of customer-support agent interactions will be influenced by real-time analytics
3 out of 4
customer communications will be contextualized & consumed in digital channels
2019
+12
Average number of unique communication channels will be used to engage the customer
Customer support requests through consumer mobile messaging applications will exceed traditional social media channels
2020
10%
of B2C first-level engagement requests taken by virtual customer assistants, up from <1% today
20%
of large enterprises will incorporate augmented, virtual and mixed reality solutions into their digital transformation strategies

6. New Customer Expectations Impact How Businesses Deliver Content
Companies must cater to end-user expectations at an international scale to survive in a hyper-competitive environment.
Offer content in a range of advanced, innovative formats to support end-to-end communication touchpoints
Multi-media, media-rich assets
Augmented Reality (AR) & Virtual Reality (VR)
Digital networks & social platforms
Applications

7. New Customer Expectations Impact How Businesses Deliver Content
Companies must cater to end-user expectations at an international scale to survive in a hyper-competitive environment.
Information delivered in these formats must be
Translated
Localized
Accessible

8. The Way Forward Look at the bigger picture to add value
Enable a holistic approach to content globalization, content management and digital experience
Look at the bigger picture to add value
Understand end-to-end needs across business functions, processes, channels, touchpoints, geographies and cultures
Evolve from “product information management” to “product information intelligence” Not meeting siloed needs with siloed solutions – rather, supporting complex, digital-content ecosystems
Leverage a flexible, modular continuum of solutions that can integrate in customized configurations

9. Example of a Strategic, End-to-End Solution
Designing a solution to support a top fitness company’s digital-content ecosystem
Customer Challenge
ORIGINAL REQUEST Localize website
BIGGER PICTURE
Website not localized
Outdated, in-house CMS = poor digital experience
Lack ability to execute multilingual marketing campaigns for international target audiences
Holistic Solution
Redesign / webmaster CMS
Implement centralized translation program (TMS + services)
Integrate CMS and TMS using connectors
Manage multilingual, digital marketing
Result
Transformed end-to-end, digital content ecosystem with integrated solutions
Better website design improves customer / digital experience
Translation centralization improves translation quality, cost and turnaround
Website localization makes message accessible for international audiences
Multilingual marketing campaigns generate international leads

10. Harnessing the Power of Break-Through Technology
———
Applying Artificial Intelligence (AI) to Content, Results in Content Intelligence (CI)
CI enables us to serve customers better than ever before by increasing efficiency across channels and touchpoints without compromising quality and allowing us to address specific, complex challenges.

11. Neural Machine Translation
———
Customer Benefit
Real-time communication
Improving customer experience
Reduces post-editing time / cost in a translation program

12. Content & Data Smartening / Enrichment
———
Customer Benefit
Transforms random content into structured, contextualized, enriched information
Makes it easier to find relevant content and glean insights from that content

13. Media to Text ——— Customer Benefit
Increases efficiency by automatically converting media-rich assets (video, speech, etc.) into accurate text-based content

14. Augmented Reality ——— Customer Benefit
Increases efficiency by enabling content to instantly appear / overlay on a real-life scenario simply by looking through smart glasses or mobile devices

15. Driving Innovation in Your Organization
To remain competitive and meet customers’ needs in today’s market, you must prioritize innovation.
You must invest in the right talent and create competence centers that are dedicated to innovating and developing “smart” products and solutions.

16. ?
Given your experience and company’s situation, how would you approach implementing advanced end-to-end solutions for your customers?
If you have already started supporting customers with such solutions, do you have additional insights to share?

17. Thank you for your time. Shannon Zimmerman
EVP Global Content & Language Solutions