
Author: Scott Bideau
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I had the pleasure of catching up with David Kay to celebrate the 20th anniversary of his consulting firm, DB Kay & Associations. We had fun discussing a wide variety of topics, including what exactly is KCS, how the evolve… Read More
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The Past, Present, and Future of KM with John Chmaj
Many consider John Chmaj to be one of the “fathers of Knowledge-Centered Support.” In my interview with him, you’ll see his copy of the first draft of KCS (now called “Knowledge-Centered Service”), learn some great historical context about knowledge management,… Read More
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Our Worst KM Mistakes!
Knowledge practitioners share the worst decisions they’ve ever made in Knowledge Management so that you can learn from our mistakes! Read More
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KM Best Practices: April 19th, 2022 (Event #3)
In this recording of the April 19th KM Best Practices group meeting, you can hear from: …share the knowledge management best practices that they have observed, created, and enacted that helped them mitigate the unique challenges presented by Covid-19, including… Read More
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KM Best Practices: Jan 19th Event
In this recording of the January 19th KM Best Practices group meeting, you can hear Jeff Harling, Head of Global Self-Service at Zoom, Monique Cadena, Knowledge & Collaboration Leader at Akamai, and Christina Roosen, Sr. Community Program Manager at Akamai… Read More
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KM Best Practices: Oct 8th Kickoff Event
Join leaders from Microsoft and NetApp to discuss a variety of best practices around knowledge management and customer support in this special web event facilitated by David Kay and Scott Bideau, both seasoned Knowledge-Centered Service (KCS) and KM experts. Topics… Read More
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RIP Customer Service. Long Live Customer Empowerment!
Customer service is dying a painful death. My friend and industry analyst Esteban Kolsky predicts extinction by 2025 while Salesforce has already called it. Regardless of the exact end date, only the vendors who successfully transition to a model of customer empowerment… Read More
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Investing in the Worker Experience
Customer experience leaders financially outperform laggards. Forrester Research calculates the advantage at 14%. While almost every company is chasing the CX hype cycle, many forget who creates and manages those experiences: employees. Here’s why you should also invest in the worker… Read More
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We Make a Life by What We Give
Winston Churchill once said that “we make a living by what we get, we make a life by what we give.” This idea was top of mind as I visited the Gates Foundation and pondered the magnitude of how Bill… Read More
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Know How & Know Who
“Knowledge management isn’t just the know how, but also the know who.” Excellent perspective from a former co-worker of mine. And while most organizations are getting better at surfacing their “know how” content with technologies like enterprise search, many still struggle with… Read More