Category Archives: ESD Wednesday Sessions

Keynote – Wow, Woo, Win: KM for Customer Delight

Wednesday Keynotes – Wednesday 8 November 
08:45 – 09:45

Our popular writers, speakers, and authors of Wow, Woo, Win: Service Design, Strategy & the Art of Customer Delight look at how customer experience and service design can enhance knowledge sharing and success in organizations. They discuss the importance of designing your organization around service and offer clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Our speakers share with you how to create “Aha” moments when the customer makes a positive judgment and how to avoid “Ow” moments. They provide tips on how you and customers create a bank of trust, fueled by knowledge of each other’s skills and preferences.

Presented by: Tom Stewart, Patricia OConnell

Keynote – Relevance Maturity Model: Revolutionizing With AI-Powered Search

Wednesday Keynotes – Wednesday 8 November 
09:45 – 10:00

Everyone who engages with your organization is in search of something, whether it’s products, services, people, or support. Too much of their time is spent sifting through useless information. New advances in machine learning and AI technology, combined with contextual search, are finally bringing relevance to every interaction and are making knowledge management a key driver of real business results. See real-world examples of the impact that increased maturity has made on innovative companies. Learn actionable steps to increase the relevance of your organization and start positively impacting your bottom line.

Presented by: Mike Raley

The Ticking Clock on GDPR Compliance

Wednesday Sessions – Wednesday 8 November 
10:45 – 11:30

Businesses that aren’t prepared for the EU’s General Data Protection Regulation (GDPR), which rolls out next year, are in for a big shock. Hefty fines for non-compliance have the potential to affect an organization’s bottom line and overall reputation. Learn your company’s role and responsibilities in the transfer and storage of data, key questions to ask current or prospective cloud partners to ensure compliance, the importance of data location in relation to data privacy, and how to protect data that’s not only stored but also on the move.

Presented by: Daren Glenister

Panel: The Many Flavors of Search & Discovery

Wednesday Sessions – Wednesday 8 November 
11:45 – 12:30

The technologies and implementations of enterprise search and discover are ever-changing. From how search works to what users expect to securing data, there are more flavors of search and discovery than there are of ice cream. Our experienced panel discusses what you need to know to keep up with the newest flavors of search while not forgetting how good a plain vanilla cone can be.

Presented by: Ed Dale, Theresa A Simek, Avi Rappoport, Michael Cizmar, Erik Schwartz

Your Search Platform Is Talking to You: Are You Listening?

Wednesday Sessions – Wednesday 8 November 
13:30 – 14:15

Every time someone visits your website, they leave behind a gold mine of information that you can use to make your search better, improve your content, and get into your visitors’ heads. What’s the source of this gold mine? It’s your search platform logs, the signals you can set up and track, and, to a lesser extent, your web server logs. And if you’re using tools like Spark or Hadoop, you can integrate that information and improve your search even more.

Presented by: Steve Kelley, Miles Kehoe, Stephen Morgan

Governing for Exceptional Search Capabilities

Wednesday Sessions – Wednesday 8 November 
14:30 – 15:15

Consistently producing the right experience that is regulatory- compliant and aligned with a solid business case may be more important than search optimization, algorithms, Big Data, and other search aspects. Podnar focuses on the policies and standards required to deliver search results and a customer experience that is aligned with business objectives but also meets the regulator and legal requirements that drive the business. You can have them both.

Presented by: Kristina Podnar, Maxime Prades