Strategic advisor to customer support and employee experience organizations, technology vendors, and system integration firms with a focus on knowledge management (KM), enterprise search, and artificial intelligence (AI).

  • A proven innovator with 25+ years of experience.
  • Deep experience with Challenger Sales, intriguing storytelling, account-based marketing (ABM), and ecosystem partnerships like Salesforce & ServiceNOW.
  • Trusted by executives at companies like Adobe, SAP, Microsoft, GE, AT&T, Bank of America, and IBM.
  • Helped lead multiple technology vendors to $1B valuation, IPO, etc.
  • Frequent industry recognition for client success, including TSIA STAR and J.D. Power & Assoc awards.
  • Customer & employee engagement platforms: Salesforce, ServiceNow, SAP, Adobe Experience Manager, Microsoft Dynamics/Sharepoint, LumApps, Jive, Khoros, and Simpplr.
  • KM platforms: Kana/Verint, ZoomIn, Salesforce, Oracle, Inquira, RightNow, Atlassian, eGain, and RightAnswers.
  • Search platforms: Coveo, Elastic, SOLR/Lucene, Endecca, Autonomy, Google, IBM Watson, and FAST

More info:
See also: Personal Bio and Scott Bideau Photography

Advisory services provided under Cephas Innovation, LLC.

Scott is the cream of the crop. He is incredibly insightful and provides excellent guidance to his customers.

– John Ragsdale

VP & Distinguished Researcher, Technology Services Industry Association (TSIA)

Who & how I help

Technology Vendors

Product roadmaps and competitive intelligence, go-to-market strategies, marketing programs like ABM, analyst relations, customer success programs, and commercial photography.

Customer Support Organizations

Best practices for technology deployments, business transformations like case deflection, methodologies like Knowledge-Centered Service (KCS), and internal marketing programs.

Employee Experience Organizations

Process and technology optimization programs to increase employee efficiency and proficiency for driving cost-saving and profit optimization.

Consulting Partners

Helping system integration firms looking to be at the intersection of the above three topics.

Industry Associations & Events

Speaking sessions/presentations, marketing/blog content, and joint benchmark/research studies.


I donate 10% of all income to charity and reserve 10% of each workweek for volunteering through my “Profits with a Purpose” program.

An array of resources

I also leverage a large network of third-party experts to aid my clients, including industry analysts, current and retired practitioners and executives, and advisors or consultants within specific verticals.

Scott is truly innovative and genuinely cares about his customers and getting to a positive outcome.

– Bente Vollan

SVP and Global Head of Support, SAP

Case Study: Coveo

  • Built SaaS and support industry LOBs with marque clients like Adobe, SAP, and Palo Alto Networks that quickly grew to enterprise-wide deployments.
  • Designed and deployed multiple account-based marketing programs within specific industry verticals, use cases, and custom markets like Vista Equity Partners portfolio companies.
  • Achieved “Top 5” ISV status with Salesforce alongside nationwide recognition by AVPs, RVPs, AEs, and SEs.
  • Created internal RevOps and Customer Success programs to build the largest account in company history on multiple occasions with 100% renewal rate across all accounts that I originated.
  • Consistent sales overperformance within my territory, ranging from 116% to 291%.

Case Study: Avaya

Multi-year strategic consulting subcontract focusing on:

  • Self-service success, including improved product adoption and a 350% case deflection improvement.
  • Agent efficiency and proficiency enhancements, including development of the KCS-lite “Avaya Diagnostics Methodology.”
  • Multiple platform deployments and integrations including CRM, KM/content authoring, customer portal, and chatbot.
  • Technology platform managed services.
  • Program recipient of a J.D. Power & Associates award for service excellence and Association of Support Professionals (ASP) Best Support Site award

Scott is the thread that brings everything together with prescriptive advice on every front, including integration and optimization, roadmap refinement, and change management.

– Jeff Harling

Head of Digital Support, Zoom

“For it is in giving that we receive.”

I strive to make a positive difference in my local community and beyond. For over three decades, I have consistently:

Learn more: Profits With a Purpose

(quote from the Prayer of Saint Francis)

There is no one I trust more for KM consulting. Scott Bideau is able to solve problems that no one else seems to even understand.

– Cindy Young

Director, Standard & Poor’s

Contact Scott

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    Scott is a human swiss-army knife: he has so broad a skill set, he can always find a way to deliver.

    – Scott Davis

    CEO, Lyzasoft

    Recent Blog Posts

    • 2024 TSIA Interact Recap & State of KM Report Preview

      2024 TSIA Interact Recap & State of KM Report Preview

      After many great sessions, a few final interviews for my upcoming State of KM report, and numerous casual conversations at TSIA World Interact in Orlando, I left the conference with increased certainty about one topic I have been thinking a lot about lately. Too many companies are still experiencing difficulty in transitioning from AI hype…

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      How can confidential information like PII, financial data, and intellectual property be protected in an artificial intelligence world? Aaron Fulkerson, founder of Mindtouch, former ServiceNOW GM, and current CEO of Opaque Systems, discusses privacy-preserving solutions, even in highly regulated industries like financial services and healthcare.  SPAR Solutions founder Swami Ganapathy also discusses some of the challenges…

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      Generative AI: Prompt Curation, Management, and Sharing

      Prompts are valuable content assets that should receive careful attention. They serve as the new currency and intellectual property in your organization. In this session, Jason Kaufman, President of Irrevo, discusses how to apply knowledge management best practices to capture, organize, and share Generative AI prompts, ensuring your teams can utilize and refine them effectively…