How Search Powered Charles Schwab’s Bank Digital Transformation
Imagine if your job required you to memorize 5,632 jumpwords just to get your daily work done. That was an impossible reality for Charles Schwab, a US leader in banking…
Archive
What the Remote Financial Services Employee Really Needs
By now, you’ve heard about the Great Resignation. Employees are flocking to greener pastures, and Banking & Finance is no exception. In fact, it has one of the highest turnover…
The Gap Between What Employees (Think They) Want and What They Need
In a remote-first workplace, poor search, minimal AI, knowledge silos, and irrelevant data are hampering productivity, decreasing proficiency, and driving employees out. We need a better Intranet. The first versions…
How to Build a Knowledge Management Strategy that Drives Employee Retention
During my various adventures in the technology space, nothing was more frustrating than a poor culture of knowledge sharing. I can recall numerous occasions in which “end users” — aka…
7 Tips to Ready Your Knowledge Base for Hybrid Work
Far too few organizations understand how much is riding on their knowledge base strategy. By some estimates, only 44% of companies consider improving the knowledge base a top priority. Alas,…
The Future of Work: Adapting to the Digital Employee Experience
The evolution of the digital employee experience prior to 2020, in hindsight, did not fully prepare us for what was to come. This year, workers in every sector of the…
How IT Can Improve Employee Experience
The business world is full of buzzwords and jargon. However, while commonplace, these buzzwords are usually not well-defined – and this causes these terms to lose substantive meaning. Employee…
Connecting Disparate Data for KCS at Fuze
As a cloud communications company that prides itself on connecting an enterprise’s digital workforce, Fuze was falling behind in solving these issues within its own tech stack. Support content was…
Greater Than the Sum: Snowflake, Tableau, and Coveo Transform Data Into Insights at Ellucian
We don’t usually invoke action movie franchises to describe our customers’ successes, but there’s no getting away from it: What Ellucian did, under the guidance of Global Support Manager Katherine…
‘Insight Engine’ Powers ConnectWise’s KCS Initiative
Knowledge Centered Service (KCS) was a key initiative at the IT software company, ConnectWise, in 2019. They had developed a methodology for improving customer support, but a legacy tech stack…
athenahealth Achieves Self-Service Success Using KCS and Analytics
Athenahealth knows that the latest breakthroughs in medicine come when you can tap the collective knowledge of experts. When it merged with Virence Health in 2019, athenahealth had established a…