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knowledge management is all about delivering value to either the customer or staff members that are dealing with the customer on an ongoing basis. Great people process content, culture, technology, hit my top five for sure, nailed it. So if the call center agent can answer a customer's question quickly and effectively, they'll in turn feel happier in their job,. It might reduce early tenure attrition, they'll become more productive quicker, and overall the experience will be better.

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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