the knowledge movement: trends and opportunities...

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The Knowledge Movement: Trends and Opportunities Thank you for joining us. We will begin promptly at 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. This presentation is part of the CX Super Heroes Webinar Series

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Page 1: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

The Knowledge Movement:

Trends and Opportunities

Thank you for joining us. We will begin promptly at

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.

This presentation is part of the

CX Super Heroes Webinar Series

Page 2: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

Welcome

Thank you for joining today!

Submit questions via the WebEx

Chat panel & Twitter -

@MoxieSoft & @ekolsky

Session will be recorded and

sent to attendees with

presentation

Speakers

Randy Nasson Director, Product Mgmt

Moxie Software

Esteban Kolsky

Founder and Principal,

ThinkJar

Page 3: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

the knowledge movement - trends and opportunities

how the new world is changing the way we do knowledge management in the enterprise

Page 4: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

knowledge workers spend 60 percent of their time looking

for information to do their work

Page 5: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

product

services

corporate

partners

suppliers

organizations provide the information they need…

Page 6: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

…or do they?

Page 7: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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?

Page 8: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

“tribes” of knowledge “workers”

Page 9: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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

Page 10: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

finding the right answer or resource for each interaction

Page 11: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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

Page 12: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

customer has an idea…

co-create to build new product, service

SME creates knowledge…

company leverages knowledge created, maintains together

consumer knows fix for problem…

company rewards contributions

communities business

quickly disappearing membrane

elimination of the inside-outside “membrane”

Page 13: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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”

Page 14: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

partner

k k

k

k

k

k k

k

k

k

k

k

m

m

m

m

partner

supplier

k – knowledge repository m – km system

company

federated knowledge management helps save

Page 15: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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

Page 16: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

knowledge base

document repository

“island” data

ontology taxonomy

business rules content rules

partner knowledge

crm inventory shipping ecommerce financing

communities internal users

deploying a knowledge platform extends investment

Page 17: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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

Page 18: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

intent-driven enterprises are becoming reality

Page 19: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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”

Page 20: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

customer agent

efficiency (fast and cheap operations) effectiveness (right answer at the

right time)

process

satisfaction

end-to-end effectiveness and efficiency index

performance morale loyalty

effective

demographic, sentimental, attitudinal, behavioral, and operational are variables in this model

feedback model that simplifies collection, improvement

Page 21: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

focus on effective interactions needs best answer

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

Page 22: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

demographic operational

behavioral attitudinal

sentimental

who the customers are

how efficiently the business operates

what customers do and how they work

how effectively the business operates

how the customers feel about the business, products, services as expressed publicly

crm social crm “big data”

evolution of data and analytics, including big data

Page 23: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

building a collaborative enterprise, ten year plan

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

Page 24: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

let your imagination run wild – what can you envision?

Page 25: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

Social Knowledge Use Cases

Randy Nasson

August 30, 2012

Page 26: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

26

Who is Moxie Software?

Our Customer Needs to:

Engage customers via their

communication channel of choice

Connect employees with

collaboration technology

Deliver the right answers via a

powerful social knowledgebase

3 Billion + Mission Critical

Social Transactions

Per Year

Page 27: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

Converging Markets

External Communication Internal Collaboration

Next Generation Social Enterprise

Page 28: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

KB + Collaboration Use Cases

Page 29: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

Central HQ & Distributed Field Offices

HQ: Content Editors

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Field Office: Sales & Agents

Page 30: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

Feedback Today

HQ: Content Editors

Field Office:

Sales & Agents

Page 31: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

KB-Collaboration Spaces Feedback Loop

KB Article Authoring

• Definable Workflow

• Versioning

• Publishing

• Related Content

Collaboration Spaces

• Single Social Platform

• Activity Stream

Updates

• Notifications

• In-Line Viewing

Social Knowledge

• Rich Comments

• Likes

• Follow

• Sharing

Feedback Loop

• Single Reference

Point

• Comments Pushed

to KB

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Social Authoring – Crowdsourcing Knowledge

Collaboration Spaces Knowledgebase

SME Authors Content

(File, Blog Post, etc.)

Submit to KB for

Certification

Certified Knowledge

Article Workflow

SMEs Create Working

Draft & Revise

Submit to KB for

Certified Update

Page 33: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

End-to-End Customer / Employee Engagement

1) Customer inquiry

2) Agent alerted of

customer question

3) Escalated to

Subject Matter

Experts

4) Employees

collaborate to

resolve the Issue

5) Happy customer

& the right answer is

published to the

knowledgebase

Page 34: The Knowledge Movement: Trends and Opportunities …resources.moxiesoft.com/rs/moxiesoft/images/Webinar - The Knowledg… · the knowledge movement - trends and opportunities how

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