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, and hear John’s predictions about the future of KM.
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Knowledge practitioners share the worst decisions they’ve ever made in Knowledge Management so that you can learn from our mistakes!
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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 the sudden shift to a remote workforce and the resulting effects of the “great resignation.”
At the end, a $1,000 donation was made to the International Committee of the Red Cross for their relief efforts in Ukraine and two lucky attendees were awarded with a $75 gift card in appreciation of their collaborative participation during the meeting.
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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 share their combined experience of 50+ years in knowledge management across other companies like Avaya, Comcast, Ring Central, Aspect Software, Zendesk, Quest Software, and Dell, including awards such as “KCS Innovator” and “JD Power & Associates Customer Excellence.”
Other special guests like Karen Cerroni and Kate Leggett (VP and Principal Analyst at Forrester) later joined in on a panel discussion about KCS.
At the end, a $1,000 donation was made to the Launch Pad Teen Center and a Logitech Streamcam and pair of Nike shoes were given away to two of our lucky attendees in appreciation for their valuable participation in the discussion.
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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 included:
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 and independence will survive.
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 experience, including the ROI of doing so. (more…)
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 and Melinda are turning what they “got” into what they now “give.” When I posted this picture to Twitter, I pledged to donate 100% of my income from the project to charities in my local community who have similar missions to that of the Gates Foundation. With the contracts now signed – I am excited to announce where that money is going.
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“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 how to identify who knows what. In this post, we’ll look at how to automatically identify and leverage expertise within your organization.
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 is cheap and most companies are seeing only modest impacts from their customer experience efforts if they can even measure them at all.
So how can you go from fluff to tough – driving both customer satisfaction and profits from your CX programs? (more…)