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Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities

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with Esteban Kolsky and Randy Nasson

Text of Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities

  • 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 hear the audio, you will need to use WebEx audio receive a call back or dial-in options available. All lines are muted. Please use the Chat panel for questions.
  • 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 busin

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