Quality at the Speed of Now — It's All About Customer Experience!

Track: Advanced Localization Management | AL7 |
Friday, June 16, 2017, 2:15pm – 3:15pm
Held in: Room F
Ellen Bruseker 
Anne-Cécile Dousson-Lhéritier - Amazon 
Stefani Grothe - LinkedIn 
Catharina Pawella - eBay
Moderator: Véronique Özkaya

The global economy is pushing companies to adopt continuous delivery (CD) as part of overall customer experience (CX). With more rapid iterations and shorter deadlines, how do you meet the deadlines customers want with the experience they expect? Does adapting existing language quality models work? Can translation verification be done at the same time as the translation itself? During this session we will focus on the quality models developed, tuned and adapted at Intuit, LinkedIn, GetYourGuide and IBM to meet CD and CX goals. We will share in-depth stories of challenging and successful trials and the next steps in our CD journey.

Takeaways: Attendees will get guidelines and leading edge examples on how to design a quality model for global content to work in a continuous delivery environment, showing how to get the balance right between the need to ship content fast and offering the right customer experience; CD gives you the opportunity to get rapid customer feedback on features and translation alike, while this kind of feedback was both difficult to get and difficult to respond to in an on-premise software world, attendees will learn about the flexibility that can be exploited to the advantage of software/content/product schedules and customers; good CD versus bad CD ; how not to have CD degenerate into a nasty cycle of pushing bad code (and translation) out the door faster and how to navigate as new platforms (augmented reality, virtual reality, chatbots and so on), breakthrough language technology and customer expectations, including next generation buyers, will push and influence the language quality bar and customer experience itself.