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Conference Presentation

The ROI of a Unified Information Experience

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Ever-growing service demands from Millennials and Gen-Z are causing chaos for support services teams who can't scale fast enough to meet their expectations. Knowledge management has been touted as one of the potential solutions. But despite its fast growth and innovation, the challenges of navigating and instrumenting KM during a time of significant team convergence, fast changes to the technology landscape, and underfunded organizations, is leaving both customers and employees with less than ideal experiences.   Learn how Lithium and Spredfast are delivering on the promise of KM by using leading practices sourced from their merged support services, product, and education teams to deliver a unified (and measurable) information experience which: Increases case deflection.Drives staff efficiency and engagement.Improves internal knowledge sharing.Positively impacts the customer’s product adoption.Makes significant improvements to CSAT and NPS scores.Provides sales and marketing teams with a unique proposition.Not everything works the first time, and we’ll also showcase some of our failures in delivering on the vision. 

Presented By:

Philippe Mesritz

VP, Support Services, Lithium

Publish Date: May 8, 2019

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