Phenomenal: How do we push the right knowledge to that individual? In your ATM example, you're talking about making the call center agents aware of effectively an outage. But one step further is texting the people that live in that area that you already know tend to use the ATM around that time. Phenomenal: It's moving away from the reactive customer service, knowledge management to a proactive push service for the customers.
Enterprise Knowledge CEO Zach Wahl speaks with Gary Wyatt, Senior Group Knowledge Manager at HSBC, a global financial services organization that serves over 40 million customers worldwide. Gary is an award-winning knowledge management consultant with over 22 years of diverse experience across multiple roles, countries, languages, and industries, and he is focused on delivering tangible, measurable results for his clients.
In conversation with Zach, Gary discusses the importance of a user-centered mindset in achieving KM success, the value of networking with other KM professionals, and the benefits of implementing holistic solutions instead of relying on technology alone as a "quick fix."
Note: The views expressed by guests are their own, and do not necessarily reflect the views of their organization.
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