I was recently asked, “What forces will shape the language access industry in 2025 and beyond?”
Here is my answer:
Having spent two decades with LanguageLine before stepping into a five-year role at our sister company, I returned in 2024 to find an industry where cycles of innovation, once spanning years, now turn with breathtaking speed. This shift is driven by technological advances that challenge every corner of our field.
We are at an inflection point. The decisions we make this year will echo for generations, shaping the trajectory of our industry and society. It is a sobering responsibility—one we must navigate with an unwavering ethical commitment.
Balancing Innovation with Purpose
Technology, particularly AI and machine learning, has revolutionised how we work. These tools allow us to deliver services more efficiently, cost-effectively, and at unprecedented scale. Yet, we must remain vigilant. The pursuit of progress should never come at the expense of accuracy, cultural sensitivity, or fairness. These are the pillars of trust on which our industry is built.
The challenge before us is not whether we can move fast (technology ensures that we will), but whether we can do so thoughtfully. Will we honour the humanity at the heart of our work? Will we remain an ethical industry?
Inch by Inch
Temptations will arise along the way. The lure of short-term gains has the potential to push us to compromise, inch by inch: a concession on privacy here, a slight erosion of quality there. But those inches add up. If we sacrifice too much of our value system, our industry will be far less trusted and much more vulnerable.
Our industry thrives today not because we have pursued every opportunity at any cost, but because we have held firm to what matters: serving people with integrity, fostering understanding, and enabling connections in essential moments of need.
The soul of our industry must not be for sale: not now, not ever. By remaining true to our principles, we can chart a path forward that is both innovative and ethical, ensuring our impact endures for decades to come.
The world will be watching.
Portions of this article originally appeared in CSA Research.
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