KM Best Practices for a Successful Customer Support Experience with OSIsoft

Duration: 45 minutes

"All presenters were great and the topic hit home as this is a current pain point at my company." - Todd

Hear from the experts:

Alex VanFosson

Knowledge Engineer


Darragh Perrow

Business System Analyst


Bonnie Chase

Director, Product Marketing at Coveo

John Ragsdale

VP of Research, Technology and Social


In this session, TSIA’s John Ragsdale highlights some common challenges to successful KM and how to overcome them. And from OSIsoft, a market-leading data management platform for industrial operations, Business System Analyst, Darragh Perrow and Knowledge Engineer, Alex VanFosson, share their strategy for bridging knowledge and both the employee and customer experience, including:

  • Key considerations for a knowledge management (KM) strategy
  • Best practices for identifying content gaps and leveraging voice of the customer
  • Ways to streamline and accelerate your KM program

"It was very helpful to hear a real-world story about someone who has done this and what worked and didn't work. Take the theory to real-world application. Thank you!" - Kerry

"One of the most valuable webinars that I've attended during the pandemic." - Angela

"Good balance between expertise! A good intro, needs summary, and excellent use case by OSIsoft!" - Trevor

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