Scott Bideau

  • These routes offer a progressive training plan that introduces more miles, more elevation, and more technical features at each phase. This will make your race day more enjoyable while also extending courtesy to the other racers by practicing things like how to respectfully get off the course if you can’t continue riding. The shortcuts depart from the course for returning back to your starting point but are still good practice for trail features that will be encountered in future phases.

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  • These routes offer a progressive training plan that introduces more miles, more elevation, and more technical features at each phase. This will make your race day more enjoyable while also extending courtesy to the other racers by practicing things like how to respectfully get off the course if you can’t continue riding. The shortcuts depart from the course for returning back to your starting point but are still good practice for trail features that will be encountered in future phases.

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  • Organizations constantly struggle to acheive lasting success with a knowledge management system (KMS). With over 20 years of experience in KM implementation consulting and sales, I’ve found that many challenges begin early with a flawed system evaluation approach. Choosing an unsuitable vendor often sets the stage for persistent issues through the implementation and beyond that are costly to remedy. Recent buzz and uncertainty surrounding generative AI only appears to be amplifying the problem. This post explores how to leverage the most effective evaluation team and assessment techniques to discover new innovations while confidently selecting a KMS that is easy to implement, intelligently integrates with emerging technologies, and delivers long-term value across the enterprise.

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  • 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 to reality. Case in point: the conference was originally marketed as an opportunity to present the value that companies are experiencing with Generative AI whereas most sessions were still about theory and potential strategies…for the second year in a row.

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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 that his clients are experiencing alongside powerful solutions that any organization can adopt.

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  • 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 while mitigating risks like AI Hallucinations and Prompt Drift.

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  • Now that we’ve completed the 101 and 201 classes for Gen AI, let’s go beyond the hype and talk about tactical, real-world uses of implementing Generative AI within knowledge management and support, including concepts like:

    1. How to automatically summarize information from multiple documents and present to a user in self-service rather than relying on an agent to do this manually.

    2. How to make your existing content more personalized so that it is better consumed on self-service, including real-time language translation, making a technical article less technical for a layman to better understand, and more.

    3. How Generative AI can turbocharge your KCS program to automatically write knowledge articles based on the information from closed cases.

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  • Our last session, Inside the Minds of Generative AI, was the most popular yet. So we followed that up with this 201-level class, including a deeper dive into LLMs and an overview of Vector Databases, Retrieval Augmented Generation (RAG), and more.

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  • What exactly is generative AI, how does it actually work, is it truly intelligent, why does it hallucinate, and how can businesses use this technology? In this KM Best Practices session, some of the best minds in the space address these and many other questions while exploring the good, the bad, and the ugly use cases of ChatGPT-like technologies. Whether you are an AI enthusiast or a business leader looking to stay ahead of the curve, this session provides valuable insights into one of the most exciting developments in the world of AI.

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  • John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. He recently shared a wealth of knowledge with me, including how he started in support and KM, why vendors aren’t finding success with support improvements, how the move to cloud/SaaS has negatively impacted certain support practices, how customer support can help an organization weather the upcoming economic headwinds, his findings and thoughts about technical debt, how culture can kill any KM program, how support can get a seat at the executive leadership table, and more.

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