Removing Language Barriers to Enhance the Customer Experience | Edmund Ovington

Today we’re going to be talking about language resilience in this expansion of key superpowers, and to do that we have Edmund Ovington, the VP of Global Alliances at Unbabel and Vikas joining us. Edmund explains why resilience, agility, and flexibility are the superpowers that your company will need to survive. People want to communicate with a company in their own language and it doesn’t matter if that company is foreign because they want to be catered to. We talk about the benefits of expanding and being available to more than just our native locations. Resilience is a superpower 1:00Why has language become so important in the customer service arena? 6:10How companies communicate with foreigners 9:08Changes Edmund has seen in language 13:24How can companies expand and scale thinking of language as an advantage 21:00“Are you showing empathy and a desire to transact with them? We think about this at Kustomer, this concept of ‘the me’ and the consumer, right? And the consumer wants to be–they don’t want to think of you as an American brand or a British brand, right? Yes you might be, but I don’t want to do business with you in your language. Do business with me in my language, and I think that’s where we’re seeing the customer experience evolve to.” 4:19https://www.linkedin.com/in/edmundovington/