Is Your Product Release Process Impacting Your Customers?

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One of the first initiatives that i undertook when i joined shop afire was to create a go to market product release process for the support organization. So it kind of goes throughout the organization and gets up dated customer facing as well as internally. One of the main onces, did we get the content out on time before the an onjesten, it's oa good one. Yet, we have a philosophy that we will not slow down product for any sort of operational activity.

In this episode, EK CEO Zach Wahl speaks with Dana Tessier, Director of Knowledge Management at Shopify. Dana has been at Shopify for over 6 years and has built a Knowledge Management department of over 100 team members that delivers services to Support, Sales, IT, HR, and other teams across the globe. Her work on improving the internal transfer of knowledge in organizations has led her to oversee the design and implementation of external-facing customer self-service strategies to improve customer experience, reduce support costs, and create an engaging digital experience.

Dana has also recently released a book, Handbook of Research on Organizational Culture Strategies for Effective Knowledge Management and Performance, which defines the relationship between organizational culture and knowledge management and how they impact one another.

As a special bonus, Knowledge Cast listeners can use the code "IGI50" to receive a 50% discount on the book.

Note: The views expressed by guests are their own, and do not necessarily reflect the views of their organization.

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