Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities
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.
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
the knowledge movement - trends and opportunitieshow the new world is changing theway we do knowledge managementin the enterprise
knowledge workers spend 60 percent of their time lookingfor information to do their work
partners product suppliers services corporateorganizations provide the information they need…
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
finding the right answer or resource for each interaction
more communities are searching,targeting, finding, embracing, andleveraging SMEtraditional 90-9-1 model for communitycontributions has shifted to 70-20-10 people’s needs to contribute, belong, be recognized leveraging SMEs for community buildup
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”
feedback and suggestionsideas for new products and servicesanswers, SME and knowledgereviews, opinions and recommendationsadvocacy and champions – don’t go that far, lets stick to usefulness using communities as “knowledge repositories”
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
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
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
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
intent-driven enterprises are becoming reality
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”
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
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
“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
more data and “big data”filtering 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
let your imagination run wild – what can you envision?
Social Knowledge Use CasesRandy NassonAugust 30, 2012
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
Converging Markets External Communication Internal Collaboration Next Generation Social Enterprise
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
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
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
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
Thank You Questions: • WebEx Chat Panel • Twitter: @Moxiesoft & @ekolsky Session recording and presentation will be sent via email Contact Us: • email@example.com • +1.800.474.1149 • www.moxiesoft.com
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