Electrolux Case Study: KM Strategy to Improve Customer Experience

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Lena Stormvinge, Head of Digital Services at Electrolux presents their KM Strategy, success factors, learnings, accomplishments, and beyond. In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results … Continue reading Electrolux Case Study: KM Strategy to Improve Customer Experience

KCS in Action: KB Driven Problem Management

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Akamai's "KB Driven Problem Management" approach addresses root cause pitfalls. Learn how Akamai's KDE (Knowledge Domain Expert) Program developed a "KB Driven Problem Management" approach that solved the pitfalls of root cause codes and case classification. Sathish Narayanan and Paul Lane of Akamai will share how they've turned data into action, lessons learned and their … Continue reading KCS in Action: KB Driven Problem Management

Consortium Member Update

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A year-end summary on the work of the Consortium for Service Innovation. Members and non-members alike are invited to join Matt Seaman, Kelly Murray, and Arnfinn Austefjord as they provide an overview of the recent work of the Consortium for Service Innovation, including: Measuring Self-Service Success The KCS v6 Knowledge Domain Analysis Reference Guide Summaries … Continue reading Consortium Member Update