Author: Scott Bideau
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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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My Inflatable Standup Paddleboard Setup for Fly Fishing
My first attempt at fly fishing from a standup paddleboard was essentially a mitigated disaster while trying to deal with wind, too much clutter on the boat deck, and fish that were easily spooked. I have since learned to actually… 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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If You Don’t Do It This Year, You’ll Be One Year Older When You Do
I saw my first Warren Miller ski film in 1998. Some friends and I were watching it over college winter break, and before the movie was over, I had convinced several of them to leave that night for a ski… 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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Goodbye Steamboat
“Came for the winters, stayed for the summers.” A common saying amongst Steamboat Springs residents. Many credit the “Yampa Valley Curse” from a Ute Indian leader who swore nobody could leave once they moved in. Ironically, our family is now… 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
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CX: from Fluff to Tough
Everyone is talking customer experience. McKinsey believes CX programs can substantially grow revenues. Gartner predicts that most companies will soon compete on the basis of customer experience while forecasting that half of this year’s product investments will be redirected toward those initiatives. But talk… Read More