Category Archives: Wednesday

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 – Wow, Woo, Win: KM for Customer Delight

Keynotes: Wednesday – Wednesday 8 November 
09:00 – 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. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, organizations or KM programs must design services with as much care as design products. Service design is proactive—it is about delivering on your promise to customers in accordance with your strategy. Our speakers share with you how to create “Aha” moments when the customer makes a positive judgment, and 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: Patricia OConnell, Tom Stewart

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

Keynotes: Wednesday – 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: Diane Tetrault

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

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

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