This presentation discusses trends in knowledge management and opportunities enabled by social networks, cloud computing, and analytics. It notes that tribal knowledge sharing has benefits for organizations. Emerging models use social technologies to create federated knowledge bases across boundaries. Intent-driven enterprises are also discussed that use big data to understand customer needs. Social technologies allow new feedback loops and collaborative processes between knowledge bases and internal collaboration spaces.

1. The Knowledge Movement:
Trends and Opportunities
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2. Welcome
Thank you for joining today! Speakers
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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 opportunities
how the new world is changing the
way we do knowledge management
in the enterprise

4. knowledge workers
spend 60 percent of
their time looking
for information to do
their work

5. partners
product
suppliers
services
corporate
organizations provide the information they need…

6. …or do they?

7. 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?

8. “tribes” of knowledge “workers”

9. 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

10. finding the right answer or resource for each interaction

11. more communities are searching,
targeting, finding, embracing, and
leveraging SME
traditional 90-9-1 model for community
contributions has shifted to 70-20-10
people’s needs to contribute, belong, be
recognized
leveraging SMEs for community buildup

12. quickly disappearing membrane
communities business
customer co-create to build
has an idea… new product, service
SME creates company leverages
knowledge… knowledge created,
maintains together
consumer knows fix company rewards
for problem… contributions
elimination of the inside-outside “membrane”

13. feedback and suggestions
ideas for new products and services
answers, SME and knowledge
reviews, opinions and recommendations
advocacy and champions –
don’t 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
k
supplier k
m company
k
k
k
federated knowledge management helps save

15. 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

16. knowledge document “island” partner
base repository data knowledge
ontology
taxonomy
business rules
content rules
internal 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 soon
knowledge platforms prepare organization for the cloud

18. intent-driven enterprises are becoming reality

19. 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”

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 index
feedback model that simplifies collection, improvement

21. 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
focus on effective interactions needs best answer

22. “big data”
social crm
crm
operational attitudinal
demographic 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 data”
filtering is more important than collecting and
storing
better 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 iterating
collaborative 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 Cases
Randy Nasson
August 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 knowledgebase
26

27. Converging Markets
External Communication Internal Collaboration
Next Generation Social Enterprise

28. KB + Collaboration
Use 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

30. Feedback Today
HQ: Field
Office:
Content Sales &
Editors Agents

31. KB-Collaboration Spaces Feedback Loop
KB Article Authoring Collaboration Spaces
• Definable Workflow • Single Social Platform
• Versioning • Activity Stream
Updates
• Publishing
• Notifications
• Related Content
• In-Line Viewing
Feedback 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 inquiry
5) Happy customer
& the right answer is
published to the
knowledgebase
2) Agent alerted of
customer question
4) Employees 3) Escalated to
collaborate to Subject Matter
resolve the Issue Experts

34. Thank You
Questions:
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Contact Us:
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• +1.800.474.1149
• www.moxiesoft.com