KCS Academy World Tour 2018

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Kim Hector Welcome to the KCS Academy World Tour

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Thank you to our Sponsors

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Staff and BOD in the House

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Agenda •  Welcome •  Overview of KCS •  Creating a KCS Center of Excellence •  KCS the Great Enabler •  KCS Success and Sustainability •  KCS in Higher Ed and Professional Services •  KCS as an Enterprise Knowledge Management System •  KCS and AI •  Reception

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Context is as Important as Content

•  Look at the attendee list.  As quickly as you can form a group that lives geographically closest to you.

•  Find out a KCS related fact about at least one person. Examples include: –  KCS enabling tech they use –  Company the work for –  Amount of KCS experience –  Why they are here

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Knowledge Management Software

Bloomfire Quip ProcedureFlow EdCase Confluence SABIO Twine Monday.com Showcase Workshop Intelligent Troubleshooting ComAround Knowledge NotoWare Inmagic Presto Helpjuice Eloquent WebSuite KBPubliser Zoho Connect Litmos LMS BoostHQ Inno360 Thought Industries

Shelf MyHub eXo Platform Opentute Knowledge Owl Desk.com Bitrix HappyFox Salesforce Community Cloud EduBrite Clinked Yonyx xWiki MangoApps Nuxeo Platform Igloo Software Inteum Enablement SupportHero ProProfs Knowledge Base Smart Support

Answer Hub ImeetCentral Answerbase Helpman Tallium Theum Way We Do Novo KB PHPKB Clickhelp Elevio HelpSite.io IRIR Business Architect Altair IBM ECM Obie.ai KPS RightAnswers Auros Elqano Centralpoint Connotate

Dr. Explain FuzeDigital ScreenSteps ServiceNow Acknow Guru HelpDocs Unity Unity AnswerDash LumoFlow RedQuarry RMS K2C AlwaySupport Correlate K-Map eStudio Intelligence2day Knowledgebase Manager Pro Lessons Learned Server Qiqqa Sugester

SupportPoint Coveo Firm Cover Inbenta IntelliEnterprise OneWindow Quosera Remedy SmartUp Moxie AnswertCart Aptean ArabDox Astute Berkeley Blunder BoxesOS Breezio Calls9 Civer Codio Comm100 CommonSense

Contabulo Deckard Digi-libris Dovetail Doysoft eGain eKMS Elium Enterprise Wiki EVA Netmodeler FAQ First KM FIT Haydle HelpConsole Heroic Hippo Wiz Indexedmind InstantKB IntelligenceBank Iroad Kaams Kaleo

Knosys Knowledge Mangement Knowledge Agent Knowlocker Kreeo Lean LearnLode Lexipol Lift Lighthouse Livepro ManlPulate Manzama OmniknowledgeFA PanKM PeerAware Phontex POCLink Problem Solver ProdFolio Querybot Queston and Answer

ROK’IT RulesMapper Sem.Note SICURA SlimWiki Talisma Teamemo Traction USU Vanguard WebFirst Wellspring XperiDesk XPERT Wix Asnwers ZenDesk

https://www.capterra.com/knowledge-management-software/

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KCS Verified Vendors

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KCS Aligned Vendors

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KCS Academy Workshops and Certifications

12 Time

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Customer Expectations

Expectations Not Met

“Maintenance”

Expectations Exceeded

“Added Value”

Customer Value

12 © 2015 Consortium for Service Innovation

Value Erosion

Predictive

Reactive

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Reduce Value Erosion: Reactive to Predictive!

Low Touch Reactive Engaging the community (Uber)

Chat bots Self-service

Google Indexed Content

Low Touch Predictive Pattern and recommendations

Tweets and emails Custom portal messages

Similar KCS articles

High Relevance Predictive Outbound personalized services

Automatic updates Connected IoT software Customer click stream

High Relevance Reactive Traditional assisted

Outbound scheduled Intelligent swarming

KCS and Deep

Learning

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Emerging Support Models Enabled by Knowledge

Low customer effort, low cost, highly scalable impact options Content indexed on Google Community support models Collaborative support model – Intelligent Swarming Scheduled outbound call only Chat assistance Bots and Avatars Connected (IoT) software

Customer digital shadow Digital environment

Proactive customer engagement Machine learning

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Artificial Intelligence and KCS

•  KCS –  Automated link accuracy assessment

–  Creating structured knowledge articles from freeform text

–  Sophisticated Evolve Loop analysis: patterns, trends, velocity

–  Intelligent search (based on who is searching)

–  Bots as first point of contact

–  Self-service/automated assistance based on user click stream or command sequence in the application (SaaS or instrumentation in the product)

Solve Loop

Evolve Loop

Knowledge

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3 Steps to Customer Value and Retention

1.  Rich KB and methodology 2.  Agile, no boundaries, collaboration model 3.  Automation and deep learning

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Why Should We Care About KCS?

•  Dramatic operational efficiencies –  Increase support org’s capacity by 20%-100%

•  Improves customer success with self-service –  Industry avg. = 45-50%, with KCS avg. = 70-85%

•  Identify high-value functional, product, process, policy and service improvements

•  Enables the future of support & the organization –  Business strategy and methods to capitalize on

“the support network”

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Job of Support Changes

•  Connecting people to content – KCS •  Connecting people to people – Intelligent

Swarming •  Improving products and or services •  Improving the overall customer experience and

retention

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Customer Service at Every Touch Point

GET Cycle

USE Cycle

Evolve/Renew

Need or Discover

Commit

Explore

Use

Optimize/Support

Set Up

Esteban Kolsky www.thinkjar.net

Influence customer behaviors •  Retention (renewals and increase) •  Acquisition (revenue growth) •  Promotion (NPS) and Customer Effort

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The Evolution Of KCS

The KCS journey started in 1992 with a simple premise: •  To capture, •  Structure, and •  Re-use support knowledge With 20+ years in development and over $45 million invested, KCS

has been successfully implemented by companies like Avaya, Apollo, Dell, HP Enterprise and Salesforce.com.

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The KCS Methodology

•  KCS is a methodology that focuses on knowledge as a key asset of the organization.

•  KCS seeks to: §  Create articles as a by-product of resolving issues §  Develop a KB of our collective experience to-date §  Evolve articles based on demand and usage §  Recognize people’s ability to:

learn, collaborate, share and improve

KCS is not something we do in addition to solving problems…

KCS becomes the way we solve problems

Knowledge: What is it?

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Some Key Questions about Knowledge

•  What is the definition of knowledge? Information in which we can act upon •  How do you gain knowledge? Through interaction and experience •  Who validates your knowledge before you use it? No one, it’s validated through use •  When do you stop learning? Never, knowledge is never 100% accurate or complete •  How valuable is your knowledge? Very, so why not share it

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Body Parts?

Write down all the body parts you can think of that are spelled with

three letters…

“PG rated”

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3 Letter Body Parts – 20! •  Arm •  Leg •  Eye •  Ear •  Egg •  Hip •  Lip •  Gum •  Jaw •  Toe

•  Lid (eye) •  Cap (knee) •  Pit (arm, knee) •  Rib •  Gut •  Rod (eye) •  Sac (shoulder/hip) •  Fat •  Bud (taste) •  Bum (UK only)

What about? Foot Knee Heel Tooth

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KCS Manages the Risks of Knowledge Sharing

Can we create a knowledge base…

•  That capitalizes on our collective experience and interactions…

•  And minimizes the risk, knowing knowledge is: –  Not 100% accurate –  Never 100% complete –  Not static: it is constantly changing –  Validated through use

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Double Loop Process

B

B Loop: Evolve •  Organization level

processes across many events and articles

•  Analysis and corrective actions

•  Reflective, continuous improvement

A Loop: Solve •  The event level, tasks •  Responding to requests •  Resolving issues •  Reusing, improving,

creating articles •  Reactive

A

Work Tasks…Think Big Picture

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The KCS Practices

Capture

Structure

Reuse

Improve

Solve Loop Leadership &

Communication

Performance Assessment

Process Integration

Content Health Evolve

Loop

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Examples of KCS Benefits •  HP Enterprise Global Support Delivery

–  Enterprise hardware and software –  “We are focused on creating a customer-centric support center.

Knowledge is the key enabler. ” – Ash Bose, Director WW CSC Knowledge Management

–  40% reduction in resolution time (remote solve) –  4x increase in customer success with self-service

•  Achieved in 15 months by focusing on “90/90” (90% of known issues published in 90 min.)

–  70% customer success rate with self-service –  14% reduction in case volumes and support cost with slightly

growth in install base –  5% increase in NPS (NPS=69%!)

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Examples of KCS Benefits

•  Avaya: a three year transformation –  Enterprise collaboration and communication solutions –  “We focus our talent (support engineers) on solving new

issues…not on known issues” – Mike Runda, EVP Avaya –  53% increase in Net Promoter Score (NPS = 52) –  12% increase in employee engagement –  50% reduction in case resolution time –  57% reduction in cost/case –  66% reduction in overall support costs

•  A combination of self-service success and internal productivity improvements enable by KCS

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KCS Resources Available

http://library.serviceinnovation.org/ http://www.thekcsacademy.net/kcs-workshops/ http://library.serviceinnovation.org/ask_an_expert http://www.thekcsacademy.net/certification/ http://www.thekcsacademy.net/tools/ http://www.serviceinnovation.org/blog-2/

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Case Studies: PTC

•  KDE Journey –  Outcome focused missions aligned to org goals –  Build a group of knowledgeable, discerning KDEs who see the problems in

their area, and are empowered to address them

•  Mission #1 – reduce known issues handled by support –  Approximately 200 articles = 2.7K cases/quarter (!)

•  Achieved 27% reduction in cases open against known issues

•  Mission #2 – influence others –  Pick ten known issues, increase success with self-service – no improvement L –  Identify and plug knowledge gaps – 14 major gaps, 94% “useful” rating –  Product/document improvements – 6 sign offs on corrective action

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Case Studies: Extreme Networks

•  Leveraging KCS and Communities •  Empowering customer through knowledge and

communities using KCS •  110% increase in community activity since the

release of KCS articles •  TAC case volumes dropped 20% yearly •  70% of cases come through internet search •  Assisted handle 4% of interactions (5% decrease

in 1 year)

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Case Studies: Quest

•  Quest Publishers in the Workflow •  90% of what they know is published externally

before case closure •  Self-service success increase 48% - 58% •  Customer site experience increase 38% - 68% •  KCS buy-in and adoption increase 70% •  NPS increase 10%, Cust. Sat increase 92%-94%

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Examples of KCS Benefits •  Apollo Education Group (University of Phoenix)

–  KCS across all functions in the business! –  “KCS has been a real game changer for our entire company.” -

Stephenie Gloden - VP Enterprise Resource Management –  Improve article “time to visible” from 7-14 days to 3-5 min.

•  Special workflow for “special” content (compliance review required)

–  32% case volume reduction (mature team) –  Improved accuracy of answers provided –  88% reduction in questions asked over 1 year –  $3M cost avoidance with one pervasive, critical issue

•  Self-service 250K hits in 3 months –  Improved time to proficiency for new support staff