Shannon Tanner and Ross London at Global Payments x Worldpay recently presented on their KCS journey. From their 2016 launch through their current fifth acquisition/integration, they shared lessons learned and strategies for sustaining a program through change.
“When you’re operating at this scale, knowledge becomes a strategic asset…knowledge management about creating a foundation that enables consistency, efficiency, self-service, and ultimately a better experience for both employees and customers.”
– Ross London, Worldpay
Watch the replay to hear about their approach and their current AI focus in the ServiceNow platform.
Replay
KCS Journey Overview
Shannon presented a comprehensive overview of the organization’s KCS journey spanning nearly a decade, from its origins at Vantiv in 2016 through multiple acquisitions and transformations including WorldPay and FIS. She highlighted how KCS provided continuity during organizational changes, enabling knowledge preservation and accelerating integration efforts across different business entities.
Shannon emphasized that successful KCS integration starts with preparation, including current state assessment, building relationships, establishing governance, and creating alignment before execution, rather than focusing solely on technology implementation.
AI in Knowledge Management
Ross discussed the practical application of AI in knowledge management, focusing on how AI search and conversational virtual agents help users discover relevant information and resolve issues. He emphasized that AI effectiveness depends on high-quality knowledge and highlighted upcoming capabilities like AI-assisted knowledge article drafting and optimization.
Ross also stressed the importance of strong governance and coaching practices, noting that while AI can augment knowledge management processes, it does not replace human expertise or critical thinking.
ServiceNow Ideas
As mentioned during the presentation, if you’re a ServiceNow user and are so inclined, please take a minute to upvote these enhancement requests! (ServiceNow support account required.)
- Idea – Knowledge Center: Improve Now Assist Knowledge Article Creation Experience
- Idea – CS9468488 – Allow Independent Configuration of Enhanced Content Editor (ECE) Across Knowledge Center and Workspace Experiences
- Idea – Allow Additional roles to Access “Identify Duplicate Articles” Without Requiring knowledge_manager or knowledge_admin Roles
Resources Shared
- Slides (PDF)
- Upcoming Public Events
- KCS Training
- If you are interested in presenting at a future KCS in Action or being part of a Practitioner Panel on a topic, contact us
- Get notified about future events by signing up for the mailing list
Chat Highlights
- Joshua Giesler: Right now we do not have KCS roles yet. The only governance is case quality checks when managers look at cases. This sounds like the next step we need to do of adding governance.
- Raquel Meyer: KCS may be tool-agnostic, but the tool is a major challenge for us. We currently manage internal knowledge in OneNote and are considering Confluence, while continuing to use Workday Help for case management. Given the governance, analytics, and contributor experience considerations, what guidance would you give for choosing between a dedicated knowledge platform and storing knowledge directly within the case management system?
- Tim Harris: I’ve been using Confluence for internal knowledge articles. It pairs really well with using Jira for change management tracking and activity data. Custom apps and macros are needed to improve the Confluence experience though. I’ve been using Claude Code to make some custom macros that make our flow better. We use Zendesk for case management. And I just really don’t like Zendesk Knowledge for internal articles.
- Joshua Giesler: 400 coaches? Well, that shows that our company is a little smaller. Haha. Is there anything about KCS that needs to be adjusted for small teams? like 30 people worldwide for our team (not the company)
- Kelly Murray: Check out this resource on KCS Program Design for some thoughts!
- Elikplim D.: I have found that embedding the education right within the search tool helps and provide in search education helps to educate people at the moment when they search.
- Doreen Koh: Need to drop, but thank you so much @Shannon Tanner, Global Payments (Worldpay) and @Ross London, Global Payments (Worldpay) for sharing your journey, experience and expertise today. Would love to connect offline to learn more from your both! @Shannon Tanner, Global Payments (Worldpay), I’m also in the bay area, let’s have lunch and connect!
- Mary Caruso: Need to drop for another call! Excellent presentation
- Erica Davis: Thank you!!