a west coast collaborative event including local chapters Los Angeles, Oregon/SW Washington, Sacramento, San Francisco and Seattle
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Event Details
Lightning Talks on Knowledge
Knowledge is a huge field. Some individuals are experts because it is their primary role, basically ALL they ever do! Many of us just need to know enough to support the knowledge program and maybe make us a little dangerous!
We curated experts and aficionados who will be sharing hot tips, key lessons learned and other ideas in a lightning talk format. We will have a series of short presentations (3-5 minutes each) on topics selected by the speakers with a common theme of knowledge. This data blitz is followed by plenty of time to explore these ideas as a group.
You won't want to miss this knowledge-filled experience!
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AGENDA 11:30 — Networking & Introductions
SCHEDULED SPEAKERS |
Brian Corcoran |
Topic: Cognitive Search: The Secret Potion for Elevating Knowledge. When a customer encounters a product or service issue, the longer it takes to solve, the less valuable the overall experience becomes. Hear why search is key to helping elevate knowledge so customers and agents can solve more complex problems faster and on their own. Brian Corcoran leads Sales in the US for SearchUnify, an AI-powered cognitive search & chatbot platform. He is a lifelong coach & teacher, and works closely with companies & fellow practitioners to develop, deliver & scale Support experiences that make their Customers smile. Brian is based out of Northern California and loves decompressing on the weekends with sports, reading, and producing music. |
David Kay |
Topic: Drive to resolution. Why it’s important for most knowledge base articles to document a specific answer or resolution, as opposed to helpful reference material that doesn’t directly close the incident. David Kay is principal of DB Kay & Associates, a consultancy that provides thought-leading advice in knowledge management and customer experience to the high-tech support and IT Service Management markets. DB Kay customers include Farmers Insurance, Kaiser Permanente, Adobe, Intuit, and NetApp. DB Kay received the TechBEST “Best in Satisfaction” (two times) and Recognized Innovator “Best in Show” award from TSIA, was recognized as an Innovator by the CSI, and is a certified KCS v6 Trainer and Intelligent Swarming Architect. He has been granted five patents for his work in knowledge management technology. David is co-author of Collective Wisdom: Transforming Support with Knowledge and author of the LinkedIn Learning course Customer Service Using AI and Machine Learning. |
Kirsten Petersen |
Topic: How to convince people to write things down, do it fast, and make it stick. Knowledge Centered Service is not just a new way to do Knowledge Management. It is about imagining what other people need to know and sharing that knowledge in the fastest, most useful way possible. Once you start to think this way, everything changes. Kirsten Petersen has 25 years of IT experience and has been writing things down since before it was cool. She has spent her career working in higher Ed, where convincing people to share information is harder than you might think. She is KCS certified, but that doesn't mean much. Her real skill is in getting the right smart people together to share their knowledge and solve problems. https://www.linkedin.com/in/kirsten-petersen-2592b53/ |
Brandon Caudle |
Topic: Knowledge is Messy, Knowledge is Simple
Brandon Caudle has spent a lifetime solving increasingly complex issues with creative and thoughtful solutions. As Customer/Employee Experience Strategist, he's known for putting others first. A veteran of both the Service and Support industry and the U.S. Army. He is fluent in geek, KCS, ITSM and Spanish. Brandon is an author, podcast producer and in his spare time a Service and Support practitioner. |
Graham Hill |
Topic: Communities of Practice. One of the critical components of a successful KM program is the culture within an organization. The willingness of everyone in the organization to collaborate and share knowledge and experiences where appropriate. Communities of Practice can be a powerful tool to bring like minded people together to share expertise, solve common problems, and capture organizational memory for the benefit of both employees and the organization. Graham’s 20-year career in Knowledge Management has been about helping organizations both large and small develop and grow KM programs that leverage technology, process, and culture to increase operational efficiencies and enhance the decision-making ability of employees at all levels of the organization. His career has spanned both the corporate and non-profit sectors including stints at Bristol-Myers Squibb, the National Coffee Association, and most recently Allstate Insurance. During his career he has helped build grass roots knowledge capture and sharing tools that evolved into an enterprise-wide KM program, designed, and launched a KM program for major trade association, and helped implement Knowledge Centered Support in an operations support organization. He has a particular interest in tapping into the tacit knowledge that lies within an organization but has yet to be captured for re-use. Graham is KCS v.6 certified and currently resides in Seattle WA. https://www.linkedin.com/in/grahamrhill/ |
When
Location
- Virtual Event — Zoom details will be sent separately
