11:00-11:10 - Welcome
A welcome from our event host, David Wright, Chief Value & Innovation Officer, at the Service Desk Institute.
11:10-11:30 - Presentation
Claire Davies, Independent Consultant, Knowledge Management
Claire has successfully created a Knowledge Management strategy and implemented knowledge processes for a large financial services company during a particularly chaotic time. Claire will share her story, lessons learnt and provide us with some key takeaways.
11:35-11:50 - Presentation
Hannah Price, Service Management Consultant and Agile Coach, TOPdesk UK
'Optimising knowledge discovery to maximise the full potential of your knowledge base'
Despite our best efforts, the knowledge we create can go undetected by the customers who need it most. In this presentation we shall look at how the internet has changed the way we retain and search for information, and use this to help optimise our knowledge articles to become as findable and 'clickable' as possible - all using the principles of KCS (Knowledge Centred Service).
11:55-12:15 - Presentation
Ria Brookes, Assistant Knowledge Manager, EQUANS - part of the ENGIE Group
'How to Implement a Successful KM Platform'
Ria will share best practice for implementing a Knowledge Management platform, based on the successful KM transformation at EQUANS part of ENGIE Group. The presentation will explore how EQUANS' Knowledge team has built a community to facilitate a culture of learning and sharing.
12:20-12:30 - Break
A quick comfort break before the programme resumes.
12:30-12:50 - Presentation
Hank Malik, KM Lead, Practitioner, Author, and Speaker
'Achieving real success by applying lessons learned and best practices'
Hank will deliver an engaging session on KM best practices, how to achieve success and the need for a blended approach.
12:55-13:15 - Presentation
Jonathan Norman, Knowledge Manager, Major Projects Association
'How to establish the parameters for a Knowledge Management programme'
Jonathan will walk us through an informal process for knowledge mapping, and illustrate it with anecdotal examples from his own experience at the Major Projects Association.
13:20-14:00 - Break
A break for lunch before the programme resumes.
14:00-14:20 - Presentation
Rupert Lescott, PwC (MiddleEast), Director, Knowledge Management
'Why manage knowledge?'
During this talk, Rupert will discuss:
- The opportunities that KM offers (performance improvement, innovation, best practice creation etc.)
- Risks of not managing knowledge (safety, inefficiency, quality, knowledge loss etc.)
- Cultural issues (leadership, honesty, just cultures, incentives etc.)
Rupert will use his multi-sector expertise to provide us with useful anecdotes and tips along the way.
14:25-14:45 - Presentation
Bit Rambusch, Vice President, eServices & Knowledge Management, Dell Technologies
'Connecting the Dots for Digital Transformation'
Data is the foundation for personalization. Our ability to capture the full potential of data is both a systemic and operational challenge. Over the next 5 years data creation is going to explode. Are you prepared to capture, manage and turn your data into customer and business insights and action? It is paramount that your data is classified, organized, searchable, and relevant. Learn how organizations are addressing these constraints and seizing the competitive advantage with customers and the marketplace.
14:50-15:10 - Presentation
Tanya Corsie, CEO and Director, Iken
'How to use knowledge management to transform your organisation'
In this session Tanya will discuss:
- What is knowledge management and why is it essential to the success of all organisations
- How can technology and in particular case management software transform an organisation
- Practical considerations before implementing knowledge management software (mapping processes, workflows, data accuracy)