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The Knowledge Movement:
                                         Trends and Opportunities
                                   Thank you for joining us. We will begin promptly at
This presentation is part of the
CX Super Heroes Webinar Series     1:00pm ET / 10:00am PT.

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Welcome
 Thank you for joining today!        Speakers



 Submit questions via the WebEx
 Chat panel & Twitter -
                                  Esteban Kolsky
 @MoxieSoft & @ekolsky            Founder and Principal,
                                  ThinkJar



 Session will be recorded and
 sent to attendees with
 presentation                     Randy Nasson
                                  Director, Product Mgmt
                                  Moxie Software
the knowledge movement -
                trends and opportunities




how the new world is changing the
way we do knowledge management
in the enterprise
knowledge workers
 spend 60 percent of
  their time looking
for information to do
      their work
partners




    product




                      suppliers
                                        services




   corporate




organizations provide the information they need…
…or do they?
three trends, endless possibilities
three trends in enterprise technology today

  social networks and collaboration

  cloud computing

  analytics and “big data”

How do they affect knowledge?
“tribes” of knowledge “workers”
72% of organizations leveraging tribal
knowledge reported cost reductions,
higher customer satisfaction, effective
interactions

example: italian soccer club, managed
by tribal knowledge, expertise
provided as needed, all for one
common goal: win
finding the right answer or resource for each interaction
more communities are searching,
targeting, finding, embracing, and
leveraging SME

traditional 90-9-1 model for community
contributions has shifted to 70-20-10
   people’s needs to contribute, belong, be
   recognized


            leveraging SMEs for community buildup
quickly disappearing membrane


      communities        business

customer                            co-create to build
has an idea…                        new product, service


SME creates                         company leverages
knowledge…                          knowledge created,
                                    maintains together

consumer knows fix                  company rewards
for problem…                        contributions

    elimination of the inside-outside “membrane”
feedback and suggestions

ideas for new products and services

answers, SME and knowledge

reviews, opinions and recommendations

advocacy and champions –
  don’t go that far, lets stick to usefulness

      using communities as “knowledge repositories”
k – knowledge repository
                                    k             m – km system


                            m
                                        k
                  partner
                                                                  k
                                                       k
                            k
      k

              m                                   k          m
                                                       partner
      k

supplier      k


                                m           company
                       k
                                              k
                                k


           federated knowledge management helps save
social and cloud have simplified the creation
and maintenance of federated knowledge

SME willing to support federated across
different knowledgebases and communities
help as well

still, not a simple turn-key solution
     when investing in a federated knowledgebase,
     more advanced issues emerge quickly

    federated knowledgebases must we well planned
knowledge            document                  “island”        partner
      base              repository                  data         knowledge



                                    ontology
                                   taxonomy
                                 business rules
                                 content rules
internal users                                                   communities




    crm          inventory           shipping        ecommerce    financing




     deploying a knowledge platform extends investment
organization must be committed, in
 process of migrating to cloud computing
      still in planning stages, few deployed

 collaboration inside and outside must be
 common terms, concepts for organization

 starting to see knowledge seep across
 departments, partners
      five-to-ten year issue, must plan soon

knowledge platforms prepare organization for the cloud
intent-driven enterprises are becoming reality
Part of the governing triad of content and
knowledge management

most complex aspect, eluded before social
      missing data and information, social helps

example: online retailer investing in social tracking,
monitoring, analytics discovered why customers
buy different products, leveraged information into
near-time marketing, sales exploded (30% or more
in three successive quarters), sales cost reduced by
12% at the same time

                     building an “intentional enterprise”
demographic, sentimental, attitudinal, behavioral, and operational are variables in this model


 effectiveness (right answer at the           efficiency (fast and cheap operations)
                         right time)

                                       performance
                loyalty                                           morale

                             satisfaction            effective

           customer                  process                     agent
                     end-to-end effectiveness and efficiency index




feedback model that simplifies collection, improvement
two percent response rate for content feedback
is considered good

four percent is unheard of

analyzing usage patterns, merged with profile
and customer information
  determine BNO (best next offer)

figure best answer based on need, intent, and
past performance

    focus on effective interactions needs best answer
“big data”
                                                               social crm
                                            crm

              operational                 attitudinal
demographic                  behavioral                 sentimental




 who the       how           what         how            how the
 customers     efficiently   customers    effectively    customers
 are           the           do and       the            feel about
               business      how they     business       the
               operates      work         operates       business,
                                                         products,
                                                         services as
                                                         expressed
                                                         publicly
       evolution of data and analytics, including big data
more data and “big data”
filtering is more important than collecting and
storing
better analytics
  co-creation
  collaboration to understand needs and desires
  build what the company needs, customers wants
  adjust as quickly as analysis is possible
  take training, patience, and iterating
collaborative enterprise, model of the future

     building a collaborative enterprise, ten year plan
let your imagination run wild – what can you envision?
Social Knowledge Use Cases
Randy Nasson


August 30, 2012
Who is Moxie Software?




     Our Customer Needs to:

      Engage customers via their
      communication channel of choice
                                         3 Billion +
                                          Mission Critical
                                        Social Transactions
      Connect employees with                 Per Year
      collaboration technology

      Deliver the right answers via a
      powerful social knowledgebase


26
Converging Markets




 External Communication              Internal Collaboration


           Next Generation Social Enterprise
KB + Collaboration
Use Cases
Central HQ & Distributed Field Offices

                                 Field
                                Office:
                                Sales &
                       Field    Agents     Field
                      Office:             Office:
                      Sales &             Sales &
                      Agents              Agents


             Field                                   Field
            Office:                                 Office:
            Sales &                                 Sales &
            Agents                                  Agents
                                 HQ:
                                Content
                                Editors
             Field                                   Field
            Office:                                 Office:
            Sales &                                 Sales &
            Agents                                  Agents


                       Field               Field
                      Office:             Office:
                      Sales &             Sales &
                      Agents     Field    Agents
                                Office:
                                Sales &
                                Agents
Feedback Today


    HQ:           Field
                 Office:
   Content       Sales &
   Editors       Agents
KB-Collaboration Spaces Feedback Loop

KB Article Authoring        Collaboration Spaces
• Definable Workflow        • Single Social Platform
• Versioning                • Activity Stream
                              Updates
• Publishing
                            • Notifications
• Related Content
                            • In-Line Viewing

Feedback Loop               Social Knowledge
 • Single Reference         • Rich Comments
   Point
                            • Likes
 • Comments Pushed
   to KB                    • Follow
                            • Sharing
Social Authoring – Crowdsourcing Knowledge
  Collaboration Spaces       Knowledgebase

   SME Authors Content        Submit to KB for
   (File, Blog Post, etc.)      Certification




   Certified Knowledge
                                 Workflow
           Article




   SMEs Create Working        Submit to KB for
     Draft & Revise           Certified Update
End-to-End Customer / Employee Engagement

                                  1) Customer inquiry
5) Happy customer
& the right answer is
published to the
knowledgebase

                                                   2) Agent alerted of
                                                   customer question




   4) Employees                               3) Escalated to
   collaborate to                             Subject Matter
   resolve the Issue                          Experts
Thank You
 Questions:
  • WebEx Chat Panel
  • Twitter: @Moxiesoft & @ekolsky

 Session recording and presentation will be sent via
 email

 Contact Us:
  • info@moxiesoft.com
  • +1.800.474.1149
  • www.moxiesoft.com

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Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities

  • 1. The Knowledge Movement: Trends and Opportunities Thank you for joining us. We will begin promptly at This presentation is part of the CX Super Heroes Webinar Series 1:00pm ET / 10:00am PT. To hear the audio, you will need to use WebEx audio – receive a call back or dial-in options available. All lines are muted. Please use the Chat panel for questions.
  • 2. Welcome Thank you for joining today! Speakers Submit questions via the WebEx Chat panel & Twitter - Esteban Kolsky @MoxieSoft & @ekolsky Founder and Principal, ThinkJar Session will be recorded and sent to attendees with presentation Randy Nasson Director, Product Mgmt Moxie Software
  • 3. the knowledge movement - trends and opportunities how the new world is changing the way we do knowledge management in the enterprise
  • 4. knowledge workers spend 60 percent of their time looking for information to do their work
  • 5. partners product suppliers services corporate organizations provide the information they need…
  • 7. three trends, endless possibilities three trends in enterprise technology today social networks and collaboration cloud computing analytics and “big data” How do they affect knowledge?
  • 9. 72% of organizations leveraging tribal knowledge reported cost reductions, higher customer satisfaction, effective interactions example: italian soccer club, managed by tribal knowledge, expertise provided as needed, all for one common goal: win
  • 10. finding the right answer or resource for each interaction
  • 11. more communities are searching, targeting, finding, embracing, and leveraging SME traditional 90-9-1 model for community contributions has shifted to 70-20-10 people’s needs to contribute, belong, be recognized leveraging SMEs for community buildup
  • 12. quickly disappearing membrane communities business customer co-create to build has an idea… new product, service SME creates company leverages knowledge… knowledge created, maintains together consumer knows fix company rewards for problem… contributions elimination of the inside-outside “membrane”
  • 13. feedback and suggestions ideas for new products and services answers, SME and knowledge reviews, opinions and recommendations advocacy and champions – don’t go that far, lets stick to usefulness using communities as “knowledge repositories”
  • 14. k – knowledge repository k m – km system m k partner k k k k m k m partner k supplier k m company k k k federated knowledge management helps save
  • 15. social and cloud have simplified the creation and maintenance of federated knowledge SME willing to support federated across different knowledgebases and communities help as well still, not a simple turn-key solution when investing in a federated knowledgebase, more advanced issues emerge quickly federated knowledgebases must we well planned
  • 16. knowledge document “island” partner base repository data knowledge ontology taxonomy business rules content rules internal users communities crm inventory shipping ecommerce financing deploying a knowledge platform extends investment
  • 17. organization must be committed, in process of migrating to cloud computing still in planning stages, few deployed collaboration inside and outside must be common terms, concepts for organization starting to see knowledge seep across departments, partners five-to-ten year issue, must plan soon knowledge platforms prepare organization for the cloud
  • 18. intent-driven enterprises are becoming reality
  • 19. Part of the governing triad of content and knowledge management most complex aspect, eluded before social missing data and information, social helps example: online retailer investing in social tracking, monitoring, analytics discovered why customers buy different products, leveraged information into near-time marketing, sales exploded (30% or more in three successive quarters), sales cost reduced by 12% at the same time building an “intentional enterprise”
  • 20. demographic, sentimental, attitudinal, behavioral, and operational are variables in this model effectiveness (right answer at the efficiency (fast and cheap operations) right time) performance loyalty morale satisfaction effective customer process agent end-to-end effectiveness and efficiency index feedback model that simplifies collection, improvement
  • 21. two percent response rate for content feedback is considered good four percent is unheard of analyzing usage patterns, merged with profile and customer information determine BNO (best next offer) figure best answer based on need, intent, and past performance focus on effective interactions needs best answer
  • 22. “big data” social crm crm operational attitudinal demographic behavioral sentimental who the how what how how the customers efficiently customers effectively customers are the do and the feel about business how they business the operates work operates business, products, services as expressed publicly evolution of data and analytics, including big data
  • 23. more data and “big data” filtering is more important than collecting and storing better analytics co-creation collaboration to understand needs and desires build what the company needs, customers wants adjust as quickly as analysis is possible take training, patience, and iterating collaborative enterprise, model of the future building a collaborative enterprise, ten year plan
  • 24. let your imagination run wild – what can you envision?
  • 25. Social Knowledge Use Cases Randy Nasson August 30, 2012
  • 26. Who is Moxie Software? Our Customer Needs to: Engage customers via their communication channel of choice 3 Billion + Mission Critical Social Transactions Connect employees with Per Year collaboration technology Deliver the right answers via a powerful social knowledgebase 26
  • 27. Converging Markets External Communication Internal Collaboration Next Generation Social Enterprise
  • 29. Central HQ & Distributed Field Offices Field Office: Sales & Field Agents Field Office: Office: Sales & Sales & Agents Agents Field Field Office: Office: Sales & Sales & Agents Agents HQ: Content Editors Field Field Office: Office: Sales & Sales & Agents Agents Field Field Office: Office: Sales & Sales & Agents Field Agents Office: Sales & Agents
  • 30. Feedback Today HQ: Field Office: Content Sales & Editors Agents
  • 31. KB-Collaboration Spaces Feedback Loop KB Article Authoring Collaboration Spaces • Definable Workflow • Single Social Platform • Versioning • Activity Stream Updates • Publishing • Notifications • Related Content • In-Line Viewing Feedback Loop Social Knowledge • Single Reference • Rich Comments Point • Likes • Comments Pushed to KB • Follow • Sharing
  • 32. Social Authoring – Crowdsourcing Knowledge Collaboration Spaces Knowledgebase SME Authors Content Submit to KB for (File, Blog Post, etc.) Certification Certified Knowledge Workflow Article SMEs Create Working Submit to KB for Draft & Revise Certified Update
  • 33. End-to-End Customer / Employee Engagement 1) Customer inquiry 5) Happy customer & the right answer is published to the knowledgebase 2) Agent alerted of customer question 4) Employees 3) Escalated to collaborate to Subject Matter resolve the Issue Experts
  • 34. Thank You Questions: • WebEx Chat Panel • Twitter: @Moxiesoft & @ekolsky Session recording and presentation will be sent via email Contact Us: • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com