Yesterday was the opening day of Technology Services World in Las Vegas, and it was an action packed day. I started with a partner advisory board meeting at 7AM, then a kickoff meeting for partners, and my opening keynote, "Overcoming Barriers to Knowledge Sharing" at 11:45. We definitely had more people attend my keynote than anticipated, and I'm sorry to everyone who didn't make it into the room. The seats were filled, and people standing 3 deep, so I tried my best to entertain!

My topic was improving enterprise knowledge sharing, and I highlighted data from my 2016 Knowledge Management Survey. Why is knowledge management such a hot topic? Because companies perceive improved knowledge sharing as a lever they can pull to improve operational effectiveness. Here’s the data:

What is Currently Shaping Knowledge Sharing?

knowledge sharing  

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Source: TSIA 2016 Knowledge Management Survey

When asked how better knowledge sharing would impact their organization, a third of companies who responded to the survey said that a 20-30% improvement in productivity is possible, and 40% of respondents say more than 30%. So, why are companies not able to realize these benefits? The most common complaint I hear is culture—company culture rewards knowledge hoarding, not knowledge sharing. In my keynote, I talked about how to change your departmental culture to improve knowledge sharing, with or without the support of your executives.

All About Customer Portals

Yesterday afternoon my Power Hour presentation was “Building the Ultimate Customer Portal.” I provided some survey data to show some shifts over last year, including an increase in adoption of intelligent search, Google indexing, and allowing more open access to content without registration. I brought in some heavy hitters on the topic of portals to join me for a panel discussion, so a big thanks to those customer portal experts: Oliver Allabauer, VP Support, Tricentis; Ashimendu Bose, Director, Infrastructure, Automation & Knowledge Management, Hewlett-Packard Enterprise; and Marco Bill-Peter, VP, Customer Engagement and Experience, Red Hat.

Stay Tuned for More Live News from TSW Las Vegas 2016

Thanks to everyone who attended my sessions, and for all of your great questions. TSIA members can read more details from my survey in TSIA's State of Knowledge Management 2016 research report. If you're not a member yet, be sure to check out our Free Resource Center! I'll be back tomorrow with details on the top attended sessions of TSW Las Vegas 2016. As always, thanks for reading!

 
 
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John Ragsdale

About Author John Ragsdale

John Ragsdale is the distinguished vice president of technology research, for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies. He is also author of the book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry.

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