80% of companies believe their customer experience is superior. Yet only 8% of customers agreed with this statement according to a recent Bain study. This presentation delivered at World Trade Day in Denver discusses the reasons that there exists such a disconnect between businesses and customers. Using online engagement as an example, the presentation will show how multilingual big-data can pose challenges to those who are doing the analysis. The presentation will also show how social intelligence, translation technology, and human linguists can work together to attain deeper insight into the global customer's experience and thereby drive greater revenue from global customerbases.