1. The Knowledge Movement: Trends and Opportunities Thank you
for joining us. We will begin promptly atThis presentation is part
of theCX Super Heroes Webinar Series 1:00pm ET / 10:00am PT. To
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2. Welcome Thank you for joining today! Speakers Submit
questions via the WebEx Chat panel & Twitter - Esteban Kolsky
@MoxieSoft & @ekolsky Founder and Principal, ThinkJar Session
will be recorded and sent to attendees with presentation Randy
Nasson Director, Product Mgmt Moxie Software
3. the knowledge movement - trends and opportunitieshow the new
world is changing theway we do knowledge managementin the
enterprise
4. knowledge workers spend 60 percent of their time lookingfor
information to do their work
5. partners product suppliers services corporateorganizations
provide the information they need
6. or do they?
7. three trends, endless possibilitiesthree trends in
enterprise technology today social networks and collaboration cloud
computing analytics and big dataHow do they affect knowledge?
8. tribes of knowledge workers
9. 72% of organizations leveraging tribalknowledge reported
cost reductions,higher customer satisfaction,
effectiveinteractionsexample: italian soccer club, managedby tribal
knowledge, expertiseprovided as needed, all for onecommon goal:
win
10. finding the right answer or resource for each
interaction
11. more communities are searching,targeting, finding,
embracing, andleveraging SMEtraditional 90-9-1 model for
communitycontributions has shifted to 70-20-10 peoples needs to
contribute, belong, be recognized leveraging SMEs for community
buildup
12. quickly disappearing membrane communities businesscustomer
co-create to buildhas an idea new product, serviceSME creates
company leveragesknowledge knowledge created, maintains
togetherconsumer knows fix company rewardsfor problem contributions
elimination of the inside-outside membrane
13. feedback and suggestionsideas for new products and
servicesanswers, SME and knowledgereviews, opinions and
recommendationsadvocacy and champions dont go that far, lets stick
to usefulness using communities as knowledge repositories
14. k knowledge repository k m km system m k partner k k k k m
k m partner ksupplier k m company k k k federated knowledge
management helps save
15. social and cloud have simplified the creationand
maintenance of federated knowledgeSME willing to support federated
acrossdifferent knowledgebases and communitieshelp as wellstill,
not a simple turn-key solution when investing in a federated
knowledgebase, more advanced issues emerge quickly federated
knowledgebases must we well planned
16. knowledge document island partner base repository data
knowledge ontology taxonomy business rules content rulesinternal
users communities crm inventory shipping ecommerce financing
deploying a knowledge platform extends investment
17. 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 soonknowledge platforms
prepare organization for the cloud
18. intent-driven enterprises are becoming reality
19. Part of the governing triad of content andknowledge
managementmost complex aspect, eluded before social missing data
and information, social helpsexample: online retailer investing in
social tracking,monitoring, analytics discovered why customersbuy
different products, leveraged information intonear-time marketing,
sales exploded (30% or morein three successive quarters), sales
cost reduced by12% at the same time building an intentional
enterprise
20. demographic, sentimental, attitudinal, behavioral, and
operational are variables in this model effectiveness (right answer
at the efficiency (fast and cheap operations) right time)
performance loyalty morale satisfaction effective customer process
agent end-to-end effectiveness and efficiency indexfeedback model
that simplifies collection, improvement
21. two percent response rate for content feedbackis considered
goodfour percent is unheard ofanalyzing usage patterns, merged with
profileand customer information determine BNO (best next
offer)figure best answer based on need, intent, andpast performance
focus on effective interactions needs best answer
22. big data social crm crm operational attitudinaldemographic
behavioral sentimental who the how what how how the customers
efficiently customers effectively customers are the do and the feel
about business how they business the operates work operates
business, products, services as expressed publicly evolution of
data and analytics, including big data
23. more data and big datafiltering is more important than
collecting andstoringbetter 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 iteratingcollaborative enterprise, model of
the future building a collaborative enterprise, ten year plan
24. let your imagination run wild what can you envision?
25. Social Knowledge Use CasesRandy NassonAugust 30, 2012
26. Who is Moxie Software? Our Customer Needs to: Engage
customers via their communication channel of choice 3 Billion +
Mission Critical Social Transactions Connect employees with Per
Year collaboration technology Deliver the right answers via a
powerful social knowledgebase26
27. Converging Markets External Communication Internal
Collaboration Next Generation Social Enterprise
28. KB + CollaborationUse Cases
29. Central HQ & Distributed Field Offices Field Office:
Sales & Field Agents Field Office: Office: Sales & Sales
& Agents Agents Field Field Office: Office: Sales & Sales
& Agents Agents HQ: Content Editors Field Field Office: Office:
Sales & Sales & Agents Agents Field Field Office: Office:
Sales & Sales & Agents Field Agents Office: Sales &
Agents
31. KB-Collaboration Spaces Feedback LoopKB Article Authoring
Collaboration Spaces Definable Workflow Single Social Platform
Versioning Activity Stream Updates Publishing Notifications Related
Content In-Line ViewingFeedback Loop Social Knowledge Single
Reference Rich Comments Point Likes Comments Pushed to KB Follow
Sharing
32. Social Authoring Crowdsourcing Knowledge Collaboration
Spaces Knowledgebase SME Authors Content Submit to KB for (File,
Blog Post, etc.) Certification Certified Knowledge Workflow Article
SMEs Create Working Submit to KB for Draft & Revise Certified
Update
33. End-to-End Customer / Employee Engagement 1) Customer
inquiry5) Happy customer& the right answer ispublished to
theknowledgebase 2) Agent alerted of customer question 4) Employees
3) Escalated to collaborate to Subject Matter resolve the Issue
Experts
34. Thank You Questions: WebEx Chat Panel Twitter: @Moxiesoft
& @ekolsky Session recording and presentation will be sent via
email Contact Us: [email protected] +1.800.474.1149
www.moxiesoft.com
