Leveraging Communities of Practice to Improve the Customer Experience

Attend this session to learn how Red Hat has built global Communities of Practice (CoPs) to drive, capture and act upon full-circle feedback from the field to engineering, around the world; leading to greater efficiency, optimal solutions/products, improved quality in delivery of customer engagements all contributing to a desirable customer experience. We have successfully implemented a CoP program, an internal global forum for exchanging best practices, customer challenges, technology and business solutions, and customer feedback. The portfolio has grown to 18 communities composed of a diverse and active membership that includes consultants, solution architects (pre-sales), business units, engineering, support services, and customer portal content writers. Through this program, members of communities have collaborated from across all of our geos and achieved large wins with substantial business impact. Feedback from customer engagements are now shared around the world. What can you learn from this program and practice? This program is particularly important to global companies. At Red Hat, it has been key in bringing together team members from all geos. We avoid spinning our wheels and solving the same problems over and over again. We can also piggyback upon what other geos are doing/finding and augment teams, share skills, transfer knowledge, experiences, etc.