“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 [...]
Categorised under: Intranets, Knowledge management
Also tagged: call centres, customer service, frontline, Intranets, Knowledge management
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 [...]
Categorised under: Digital workplace, Enterprise 2.0, Intranets, Knowledge management
Also tagged: digital workplace, Enterprise 2.0, intranet 2.0, Intranets, Knowledge management
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 [...]
Categorised under: Conferences & presentations, Intranets, Knowledge management
Also tagged: future vision, Intranets, km, Knowledge management
It was a great pleasure to present at KM Australia today in Sydney. My talk took a pragmatic look at how changing technologies can support knowledge management. Key points: There are two extremes in KM: it’s all about the people and not about the technology; or roll out disruptive new technologies and sit back to [...]
Categorised under: Conferences & presentations
Also tagged: Intranets, Knowledge management
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 [...]
Categorised under: intranet innovation awards, Intranets, Knowledge management
Also tagged: communities of practice, cop, intranet innovation awards, Intranets, Knowledge management