Attract, Engage, Delight Users: Creating a Cohesive In-language Experience


Track: Engage Global Users | EG8 |
Friday, January 29, 2021, 8:30am – 9:00am
Held in: Stream 1
Presenter:
Gaya Saghatelyan - HubSpot, Inc.

You’ve advocated for creating a global product, you’ve invested resources into localizing content for your prospects and customers, you’ve raised awareness of the importance of localization. But you’re just not sure where your localized experience stands and how your customers and users feel about it. In this session we’ll share how HubSpot did a holistic audit of its in-language experience and created a framework for measuring the impact of the in-language experience on the flywheel.

Takeaways: Attendees will learn to build a case for launching a non-English customer experience initiative by securing executive buy-in; bring stakeholders to the table, ensuring continuous accountability at the manager and individual contributor levels; and create a framework for collecting and actioning customer feedback on the in-language experience and measuring the impact of your company’s globalization efforts.