Missed something I wrote, did, presented, recorded – or overall just want to see a sample of my works?
Look no further…White Papers and Position Papers
Customer Service Trends Study (KANA, Ciboodle)
Customer Experience Study 2012 (Attensity)
Defining a Pure, Open Cloud (SugarCRM, posted 12/2012)
Blog Series + eBooks
Knowledge Management in 2015+ (Parature, 2014 KM Sponsored Research Agenda)
- Does KM Even Matter Anymore?
- The Most Important Job for KM in Customer Service.
- Why Aren’t KM Budgets Sufficiently Funded in 2015?
- Finding the Right Place for KM in the Organization.
Social Knowledge (Moxie, 2012 KM Sponsored Research Agenda)
- The Story of Social Knowledge
- What is Social Knowledge?
- A Social Knowledge Framework
- The Social Knowledge eBook
Knowledge Management Thought Leadership Writings (Stone Cobra. 2012 KM Sponsored Research Agenda)
- The Coming Shift in Knowledge
- Five Benefits of Using Collective Knowledge
- Evolving from Knowledge-in-Storage to Knowledge-in-Use
- Knowledge-as-a-Service (KaaS): a Proposal
- The Changing Value of Knowledge
Tactical Solution in Knowledge Management (Coveo, 2012 KM Sponsored Research Agenda)
- Three Ways to Generate Knowledge from Customer Service Interactions
- The One Thing That You Must Do To Ensure Your Customer Service Solution is Effective
- From FCR to Right-Time, First-Time Resolution Just a Hop
- How to Leverage Knowledge Management in Customer Service to Ensure Satisfied Customers
- How Knowledge is Changing Customer Service eBook
The State of the Modern Call Center (Bright Pattern, hosted at BP, registration required, posted 01/2014)
Conversaciones de CRM Site (Spanish language site, conversations on various CRM Topics with Jesus Hoyos, monthly-ish)
Mobility in Customer Service Presentation at DreamForce 2013 (SalesForce, hosted at Youtube, posted 12/2013)
Customer Service (KANA, hosted at Vimeo, posted 10/2013)
From CMO and CIO to CDO (with Ray Wang) (Social Business Forum, posted 08/2013, hosted at Vimeo)
Social, Connected, and Collaborative – The Future of Business (Social Business Forum, posted 08/2012, hosted at Vimeo)