July 27, 2012 by James Robertson
“We want to be number one for customer service.” We’ve heard this stated by a number of our clients over the years, particularly in the financial services industry. This makes sense: for many banks and insurance companies, poor customer service is the big gripe of customers, and therefore one of the biggest opportunities to have [...]
Tags: call centres, customer service, frontline, Intranets, Knowledge management
February 20, 2012 by James Robertson
This week we start discussing the digital workplace with a bang. (Watch this space for a big release in the next few days.) Observing the discussions to date, it’s interesting to step back and observe the activity and momentum of the movement as a whole. There’s no question that organisations need to work better and [...]
Tags: digital workplace, Enterprise 2.0, intranet 2.0, Intranets, Knowledge management
September 14, 2011 by James Robertson
KM Singapore 2011 was a great conference. As is often the way for community-run events, it was underpinned by a depth of knowledge about the subject, and a passion for delivering a great event for participants. One of the unusual aspects of the conference was the Twitter wall. Unlike other events I’ve been to, it [...]
September 1, 2011 by James Robertson
It was my great pleasure today to be the opening keynote at the KM Singapore conference organised by iKMS on 1 September 2011. My key points: Intranets need to move beyond being merely “useful” to becoming “essential”. In the KM space, technology has had a poor track record. Technology has changed (for the better), and [...]
Tags: future vision, Intranets, km, Knowledge management
March 7, 2011 by James Robertson
When I was in London late last year, I was pleased to have an opportunity to record a video interview with Faith Wainwright of Arup. Gold winners of the 2010 Intranet Innovation Awards, their skills networks are powerful and global communities of practice. Of great interest to intranet teams and knowledge managers alike. In this [...]
Tags: communities of practice, cop, intranet innovation awards, Intranets, Knowledge management