Post on 29-Nov-2014
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The Knowledge Movement:
Trends and Opportunities
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Speakers
Randy Nasson Director, Product Mgmt
Moxie Software
Esteban Kolsky
Founder and Principal,
ThinkJar
the knowledge movement - trends and opportunities
how the new world is changing the way we do knowledge management in the enterprise
knowledge workers spend 60 percent of their time looking
for information to do their work
product
services
corporate
partners
suppliers
organizations provide the information they need…
…or do they?
three trends, endless possibilities
three trends in enterprise technology today
social networks and collaboration
cloud computing
analytics and “big data”
How do they affect knowledge?
“tribes” of knowledge “workers”
72% of organizations leveraging tribal knowledge reported cost reductions, higher customer satisfaction, effective interactions
example: italian soccer club, managed by tribal knowledge, expertise provided as needed, all for one common goal: win
finding the right answer or resource for each interaction
more communities are searching, targeting, finding, embracing, and leveraging SME
traditional 90-9-1 model for community contributions has shifted to 70-20-10
people’s needs to contribute, belong, be recognized
leveraging SMEs for community buildup
customer has an idea…
co-create to build new product, service
SME creates knowledge…
company leverages knowledge created, maintains together
consumer knows fix for problem…
company rewards contributions
communities business
quickly disappearing membrane
elimination of the inside-outside “membrane”
feedback and suggestions
ideas for new products and services
answers, SME and knowledge
reviews, opinions and recommendations
advocacy and champions –
don’t go that far, lets stick to usefulness
using communities as “knowledge repositories”
partner
k k
k
k
k
k k
k
k
k
k
k
m
m
m
m
partner
supplier
k – knowledge repository m – km system
company
federated knowledge management helps save
social and cloud have simplified the creation and maintenance of federated knowledge
SME willing to support federated across different knowledgebases and communities help as well
still, not a simple turn-key solution
when investing in a federated knowledgebase, more advanced issues emerge quickly
federated knowledgebases must we well planned
knowledge base
document repository
“island” data
ontology taxonomy
business rules content rules
partner knowledge
crm inventory shipping ecommerce financing
communities internal users
deploying a knowledge platform extends investment
organization must be committed, in process of migrating to cloud computing
still in planning stages, few deployed
collaboration inside and outside must be common terms, concepts for organization
starting to see knowledge seep across departments, partners
five-to-ten year issue, must plan soon
knowledge platforms prepare organization for the cloud
intent-driven enterprises are becoming reality
Part of the governing triad of content and knowledge management
most complex aspect, eluded before social
missing data and information, social helps
example: online retailer investing in social tracking, monitoring, analytics discovered why customers buy different products, leveraged information into near-time marketing, sales exploded (30% or more in three successive quarters), sales cost reduced by 12% at the same time
building an “intentional enterprise”
customer agent
efficiency (fast and cheap operations) effectiveness (right answer at the
right time)
process
satisfaction
end-to-end effectiveness and efficiency index
performance morale loyalty
effective
demographic, sentimental, attitudinal, behavioral, and operational are variables in this model
feedback model that simplifies collection, improvement
focus on effective interactions needs best answer
two percent response rate for content feedback is considered good
four percent is unheard of
analyzing usage patterns, merged with profile and customer information
determine BNO (best next offer)
figure best answer based on need, intent, and past performance
demographic operational
behavioral attitudinal
sentimental
who the customers are
how efficiently the business operates
what customers do and how they work
how effectively the business operates
how the customers feel about the business, products, services as expressed publicly
crm social crm “big data”
evolution of data and analytics, including big data
building a collaborative enterprise, ten year plan
more data and “big data”
filtering is more important than collecting and storing
better analytics
co-creation
collaboration to understand needs and desires
build what the company needs, customers wants
adjust as quickly as analysis is possible
take training, patience, and iterating
collaborative enterprise, model of the future
let your imagination run wild – what can you envision?
Social Knowledge Use Cases
Randy Nasson
August 30, 2012
26
Who is Moxie Software?
Our Customer Needs to:
Engage customers via their
communication channel of choice
Connect employees with
collaboration technology
Deliver the right answers via a
powerful social knowledgebase
3 Billion + Mission Critical
Social Transactions
Per Year
Converging Markets
External Communication Internal Collaboration
Next Generation Social Enterprise
KB + Collaboration Use Cases
Central HQ & Distributed Field Offices
HQ: Content Editors
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Field Office: Sales & Agents
Feedback Today
HQ: Content Editors
Field Office:
Sales & Agents
KB-Collaboration Spaces Feedback Loop
KB Article Authoring
• Definable Workflow
• Versioning
• Publishing
• Related Content
Collaboration Spaces
• Single Social Platform
• Activity Stream
Updates
• Notifications
• In-Line Viewing
Social Knowledge
• Rich Comments
• Likes
• Follow
• Sharing
Feedback Loop
• Single Reference
Point
• Comments Pushed
to KB
Social Authoring – Crowdsourcing Knowledge
Collaboration Spaces Knowledgebase
SME Authors Content
(File, Blog Post, etc.)
Submit to KB for
Certification
Certified Knowledge
Article Workflow
SMEs Create Working
Draft & Revise
Submit to KB for
Certified Update
End-to-End Customer / Employee Engagement
1) Customer inquiry
2) Agent alerted of
customer question
3) Escalated to
Subject Matter
Experts
4) Employees
collaborate to
resolve the Issue
5) Happy customer
& the right answer is
published to the
knowledgebase
Thank You
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Session recording and presentation will be sent via email
Contact Us:
• info@moxiesoft.com
• +1.800.474.1149
• www.moxiesoft.com