By Danyelle C. Overbo
Content Marketing Manager, Group-Q
The language industry is obsessed with AI, but in the race to adopt new technology, we are risking the very asset that makes it valuable – our people. Over the past two years, every conversation has been dominated by tech talk: AI, automation, digital transformation…the list goes on. Our industry has officially embraced the future of language services and the innovative tools it entails, but we shouldn’t lose sight of the extraordinary part our teams play in driving growth well beyond the parameters of the tools and tech we employ.
Even as we race to adopt the latest and greatest in AI, let’s not forget that while technology is a powerful engine, it’s our people who steer the ship. So, as we investigate what lies ahead for translation, let’s talk about the ways our people propel language service providers (LSPs) forward: building trust, helping our clients navigate complex problems, and unlocking new opportunities for strategic growth. Because momentum doesn’t come from the tools you implement. It comes from the teams you cultivate, guide, and empower.
Here are seven ways your people provide the indispensable ingenuity that propels your business forward.
1. They navigate ambiguity – the areas between technology and your customers
While technology can help stamp out a path forward, your people are the compass. Tools and advanced workflows make structured tasks more efficient, but you have your team to interpret the nuances and the gray areas that inevitably pop up. After all, human dynamics are complicated. Your people bridge the gap between technology and your customers, making judgment calls where data alone is insufficient.
2. They build true partnerships, not just client lists
In Salesforce’s State of the AI Connected Customer report, both business buyers and consumers agree that one of the top factors in building trust in AI tools and practices is the human validation of output. We can implement all of the state-of-the-art AI solutions available, but your customers need to trust them if they’re going to move your business forward. Building that trust are the people on your frontlines. Business development and account management teams foster and grow your most important relationships. They become trusted advisors to your clients, ensuring that your services align with your customers’ short- and long-term goals. Beyond simply validating output, these client-focused powerhouses are the bedrock of customer retention, account expansion, and referral business (the ultimate gold star in customer experience).
3. They are agile when faced with unforeseen challenges
What happens if something isn’t working? If a workflow gets interrupted or a client needs extra attention with an issue? Processes are designed for expected events and outcomes. The best ones might even handle unexpected challenges as well. But it’s your people who excel at jumping in when projects hit a bump in the road, priorities need to shift suddenly, or deadlines change. Project managers and operations teams adapt in real-time. They bring creative problem-solving skills, calm under pressure, and extensive experience to ensure smooth delivery to your customers. Additionally, when your people have the chance to turn potential disruptions into demonstrations of skill and reliability, your clients notice, and stronger loyalty results.
4. They can see the big picture and act on new opportunities
Our industry is in the middle of a technological revolution. Big picture thinking and planning are how LSPs are shaping the future of language services. Your people are leading the charge, building relationships with translation and localization buyers, identifying their greatest needs, and tailoring solutions to meet them. It would be a mistake not to tap these individuals for their insights on market trends, client engagement, and hidden opportunities in emerging verticals. We have access to more data than ever, but data without interpretation is just noise. LSP leaders need their people to connect the dots between market intelligence, sales figures, and client feedback. They might catch patterns you miss, helping your business stay proactive and ahead of the competition.
5. They drive innovation beyond implementation
Properly engaged and empowered teams aren’t just using the tools you hand them. They are asking questions, making improvements, and imagining new possibilities. As leaders in language services, it’s our job to inspire our people and then step out of their way so they can be curious and creative, thinking about what’s next – new service offerings, new pricing strategies, new process improvements. The best ideas come from exploring “what if” with your people.
6. They embody your company’s core mission and values
In a service business, your reputation is the sum of every interaction. The professionalism, expertise, and responsiveness of every team member, from frontend to backend, define how the world sees you. Your organization’s stated mission and values would mean nothing if you didn’t have stellar individuals championing them in every client interaction. Your people create the cultural foundation that attracts like-minded talent and builds customer loyalty.
7. They chart a course for the future of our industry
As technology evolves, it’s going to be the human element that defines how it’s used and what its ultimate purpose will be. Translator expertise is more crucial than ever, as translators are at the forefront of global communication, fueling authentic, culturally connected engagement. They will be the ones with the specialized knowledge our industry needs to personalize the practical, making people feel connected across digital divides.
Investing in Human Capital at Group-Q
These seven ways language services teams fuel growth are why, at Group-Q, we focus on strategies that empower both technology and talent. To better guide our clients in this mission, we’re investing in our own greatest asset. We are proud to welcome two new strategic advisors to the team! They are exceptional thinkers who embody this philosophy at Group-Q.
Please join us in welcoming Joe Didamo and Candace Palangi!
Joe DiDamo joins us with over 25 years of leadership experience at LSPs including Moravia and CQ fluency. He specializes in translation operations and language solutions architecture, helping LSPs to maximize go-to-market strategies and apply new digital capabilities for growth.
Candace Palangi joins us from Eurasia Group, a leading political risk research and consulting firm, where she analyzed how geopolitical risks impacted financial markets and corporate strategy. She will provide crucial market intelligence and strategic foresight to Group-Q clients navigating expansion, M&A, and complex enterprise opportunities.
We can’t wait for you to meet them.
Ready to empower the people who propel your growth? Schedule a free talk with our team, including Joe and Candace to build your human-centric strategy.
