Knowledge Management, Enterprise Service Management, and the Customer Journey

with Hannah Price , Roy Atkinson
Tuesday, Dec 10, 2019

 

In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise service management (ESM)? Four out of five organizations identify improving the customer experience as a major influence for adopting this approach.

Knowledge management is integral to enterprise service management. In today’s organizations, many lines of business are both creators and consumers of knowledge. Outside of IT and support, high percentages of HR, facilities, customer service, sales, marketing, and training units are all working with—and contributing to—the organization’s knowledge.

This webinar will explore:

  • Why knowledge management should be at the heart of ESM
  • How service management principles and practices affect the customer experience
  • How the ESM journey and the customer journey are related

View the Webcast Recording



About Our Speaker(s)

Hannah Price
Service Management Consultant
Hannah Price is a service management expert for TOPdesk, specialising in knowledge management and agile coaching. On these topics, Hannah is also a public speaker aiming to inspire better ways of working across the people and companies she meets.
Roy Atkinson
CEO
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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