Unraveling Knowledge Webinar

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While Social CRM continues to evolve, there have been three challenges identified for it to solve: data, knowledge, and purpose. What is the current status with knowledge, and how do we fix it?

This webinar will cover knowledge management in the enterprise, exploring pressing issues, their origin and their future, and lay a foundation to handle them.

Presented by Esteban Kolsky, Principal and Founder of Thinkjar.

See more OnDemand webinars: http://www.moxiesoft.com/news/webinars_recorded.aspx

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Unraveling Knowledge Webinar

  1. 1. UNRAVELING KNOWLEDGEThank you for joining us. We will begin promptly at12:00pm ET / 9:00am PT.You must use WebEx audio via phone – receive a call backor dial-in options available in Communicate tab.All lines are muted. Please use the Chat panel forquestions. 1 PROPRIETARY & CONFIDENTIAL
  2. 2. THANK YOU FOR JOINING Speaker• Submit questions via the Chat panel and Twitter - @MoxieSoft and @ekolsky• Session is being recorded and Esteban Kolsky link will be sent to participants Principal and Founder, ThinkJar2 PROPRIETARY & CONFIDENTIAL
  3. 3. the challenges and opportunities of knowledge…and what we are doing about it esteban kolsky thinkJar
  4. 4. the world bankspends over $600 million a year managing theirknowledge storage
  5. 5. …and they spendover $4billion a year researching andtesting new methods for KM
  6. 6. collectively privateorganizations spend over $100 billion each year in km- related projects
  7. 7. library of congress has 100 million+items of knowledge in storage; just waiting to be used
  8. 8. every day we create2.5 quintillion bytes of data; 90% of the world’s data was created last 2 years
  9. 9. knowledge workers spend 60 percent of their time lookingfor information to do their work
  10. 10. knowledge workers spend 2.3 hoursdaily, on average, searching; 1:10 spends 4+ hours
  11. 11. Knowledge Management “CHAUSM” before after “BIG” “BIG”knowledge knowledge
  12. 12. CROSS A C NC H A U S ML A L N O OO N Y I C BU N T F I ID E I I A L L C E L E S D COMMUNICATIONS
  13. 13. we are researchingthe questions of what and how we aresolving this problem …want to help?
  14. 14. do you have a formal KMinitiative in place? yes / no
  15. 15. who is in charge of your KM initiatives?multiple choices
  16. 16. marketing 1.70% 5.20% sales 15.50% customer service 25.90% 15.50% committee or group from the above functions management team member not from the above functions5.20% committee, group, or manager not from those 31.00% functions we don’t have an owner, it deployed a kms, we use it as needed
  17. 17. are your KMinitiatives affectedby rise of mobile? yes / no
  18. 18. rise of socialaffected your KM initiatives?multiple choices
  19. 19. implementing considering other 20 19.3community recognition and rewards 18 26.3 knowledge in the cloud 20 35.1 community managed knowledge 36 38.6 transparent km processes 32 40.4ratings, rankings, voting, reputation 32 45.6 new Sources of knowledge 48 61.4 community generated knowledge 50 63.2 0 10 20 30 40 50 60 70
  20. 20. SOCIALKNOWLEDGEBASE23 PROPRIETARY & CONFIDENTIAL
  21. 21. MOXIE’S ENTERPRISECUSTOMER BASE Financial Financial Services ServicesHealthcare Industrial && Personal Healthcare Care Media Media Telecom TelecomTechnology TechnologyEducation & Govt.Consumer & Consumer Services& Services 24 PROPRIETARY & CONFIDENTIAL
  22. 22. BETTER ANSWERS, FASTER.1How?• Crowd-sourcing answers• Expert Sourcing• Publishing to the knowledge base for approval• Distribution to “customer” via Portals ◆ Customers (Customer Experience) ◆ Agents (Contact Center) ◆ Employees (HR, IT)25 PROPRIETARY & CONFIDENTIAL
  23. 23. QUESTIONS• Submit questions via WebEx Chat Panel and Twitter - @MoxieSoft & @ekolsky• Session recording and presentation will be sent via email• Take the survey: https://www.surveymonkey.com/s/KMin2013• Contact Us • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com26 PROPRIETARY & CONFIDENTIAL

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