Join host Pete Wright on Connected Knowledge as he sits down with knowledge management gurus Rosemary Kirk and Alex Baker from Upland Software for a lively chat about unlocking the power of shared knowledge. They share telltale signs that your organization might be craving a knowledge management makeover – think long wait times, frustrated customers, and a revolving door of employees.
Before diving into solutions, Rosemary and Alex provide a roadmap for success, emphasizing the importance of setting clear goals, whether it's boosting employee morale, exceeding customer expectations, or getting new hires up to speed quickly. They remind us that buy-in from everyone, from the top brass to the front lines, is crucial for a smooth transition.
Forget guarding information like it's a precious commodity! Rosemary and Alex champion a culture of open sharing, where knowledge flows freely and everyone benefits. They debunk the myth of knowledge management as a one-and-done project, advocating instead for an ongoing journey of growth and refinement. They also introduce their respective products, RightAnswers and Panviva, as valuable tools for organizations ready to embark on this transformative journey.
But it's not just about the technology, emphasize Rosemary and Alex. They remind us to keep the human element front and center, designing systems that empower employees and delight customers. Because when knowledge flows freely, everyone wins!
Links & Notes
- (00:00) - Welcome to Connected Knowledge
- (00:53) - What is KM?
- (06:22) - Defining Goals
- (14:49) - Changing Culture
- (23:44) - Panviva
- (25:22) - RightAnswers
- (30:25) - Checking In on AI