Agenda - Managing Knowledge Across The Enterprise
12:30 - 12:35 - Welcome
A welcome from our event host, Matt Greening.
12:35 - 12:55 - Why KM Coaching Should Be Your Important Ingredient!!
Pawan Khatawane, Tech Lead - Knowledge Management, Nestlé
If your organisation focuses on knowledge as a key asset, using the KCS methodology will help you to integrate knowledge base into the problem solving or request fulfilment workflow. It will also improve your problem management process. It's a recipe. It has some important ingredients for continued success.
However, is setting up the technology, processes and measures enough for the success, where sustainable change in the ways of our working is very important?
How will we learn how people respond to the change? How will we ensure the development of practices that ensure content quality and health? How will we ensure a culture of learning, feedback and improvement takes place?
Yes, an active coaching program is that essential ingredient you need.
Pawan shares how Knowledge Centered Service Coaching can be an important ingredient in your KM function. Pawan will also be sharing some of the key KM successes from the Coaching Program he has seen throughout his career.
13:00 - 13:20 - TOPdesk’s Guide to Knowledge Management
George Andrikopoulos, Consultant, TOPdesk
If you're not using Knowledge Management, what is stopping you? What is holding you back? Do you have the necessary tools to start?
Or if you're using Knowledge Management, what are the pain-points? Any challenges that you're facing?
During this session, we explore the value of Shift Left methodology and how adopting Knowledge Management can help us achieve increased customer satisfaction, decreased costs, save time for our operators and service desk team members, retain knowledge any many more.
13:25 - 13:35 - Break
Give Yourself A Break, You Deserve It.
13:35 - 13:55 - Delivering prescriptive product related knowledge to a large customer community
Chris Shakespeare, Principal Portfolio Manager- Technology Workflows, ServiceNow
In almost 3 years ServiceNow has released leading practice knowledge content of over 1000 articles to its customer, partner and internal consultant communities aimed at supporting them in the implementation of its products through a portal called Now Create. The initial approach was highly formulaic in supporting an extensive product range to a well defined group of knowledge consumers. Over this period of time the understanding of the needs of this group has grown leading to a more agile and multi-channel approach in providing knowledge to these communities.
The aim of this talk is to outline how our approach to knowledge has evolved over time and future plans in this area.
14:00 - 14:20 - The Holy Trinity of Support
Doug Rabold, Senior Manager of Customer Support, Amwell & Chairman of the Board, HDI
There are three critical elements fundamental to support success - Training, Knowledge, and Quality. As part of a multi-year initiative, these were the foundational aspects upon which a massive transformation was built. The result was the metamorphosis of a purely transactional support desk into a squad of customer-centric experience-driven support ninjas. Join Doug Rabold for this examination of how these three key aspects of support can take a support team from acceptable to exceptional.
14:25 - 14:45 - Boost Employee (EX) and Client Experience (CX) through Knowledge centered mindset
Patrycja Sobera, Global VP, End User Experience, Unisys & Mariana De Leon, Director of Knowledge Function Services, Unisys
Key Knowledge Mgmt. (KM) Best practice: KCS and SIAM
How to build your own KM strategy for success – one size does not fit all
Use KM to empower your team, drive performance and boost Employee Experience (EX)
14:50 - 15:15 - Panel discussion
All speakers will attend, have your questions answered live.
15:15 - 15:20 - Close
Event round up