“ We needed to see key strengths and weaknesses across the organization, comparing quarter to quarter or year over year, and have a systematic way to action the feedback across accounts.” Carol Fallon, Senior Director of Operations Integrating a systematic NPS practice Lionbridge, a global translation and localization services company, creates content that speaks to the communities their customers serve. Carol Fallon, senior director of operations, says caring for the individual is the make-or-break factor in customer service. “One of our goals as a company is to never be late with deliverables,” Carol says. In 2019, Lionbridge began exploring ways to update its service model to meet the goal of always sending deliverables on time. Many business intelligence platforms excel at

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