the knowledge movement: trends and opportunities...

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  • The Knowledge Movement:

    Trends and Opportunities

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    Randy Nasson Director, Product Mgmt

    Moxie Software

    Esteban Kolsky

    Founder and Principal,


  • 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





    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

    peoples 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

    dont go that far, lets stick to usefulness

    using communities as knowledge repositories

  • partner

    k k




    k k












    k knowledge repository m km system


    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)



    end-to-end effectiveness and efficiency index

    performance morale loyalty


    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


    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


    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



    Related Content

    Collaboration Spaces

    Single Social Platform

    Activity Stream



    In-Line Viewing

    Social Knowledge

    Rich Comments




    Feedback Loop

    Single Reference


    Comments Pushed

    to KB

  • Social Authoring Crowdsourcing Knowledge

    Collaboration Spaces Knowledgebase

    SME Authors Content

    (File, Blog Post, etc.)

    Submit to KB for


    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


    4) Employees collaborate to

    resolve the Issue

    5) Happy customer & the right answer is

    published to the


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