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Conference Presentation

Using KCS and Discovery Based Consumption Analytics to Generate Proactive Support Deliverables and Guaranteed Customer Outcomes

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Beyond the big data repositories, there is an untapped well of opportunity for revenue growth, improved customer loyalty and unaddressed market needs hidden in the annals of existing knowledge systems. By leveraging documented best practices and KCS methodologies used in conjunction with customer consumption data, it is possible to baseline norms and offer repeatable outcomes. This transformative case study will demonstrate ways to go beyond simple article attach rates to generating customer insights that can be translated directly in to value added service offerings.

Presented By:

Rob Baker

Director, Global Product Support, Akamai Technologies, Inc.

Publish Date: October 21, 2014

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