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4min chapter
Gary Wyatt - Senior Group Knowledge Manager at HSBC
Knowledge Cast by Enterprise Knowledge
What's the Future of Knowledge Management?
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.
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