[CSPN & ServiceNow] - Knowledge Management Virtual Workshop - April 8, 2021 Recording

On April 8, 2021, CSPN Partner David Singh and ServiceNow’s Director of Knowledge Management Lynda King discussed how knowledge management was a not-so-secret tool used to drive remarkable CX improvements. By empowering internal service agents with the right knowledge they were able to understand, access, and share the right information.

This interactive workshop:
Shared an overview of the Knowledge Management Ecosystem
Discussed how to assess an existing knowledge management program
Discussed the tactical steps and workflow to consider when optimizing a knowledge management program

The session followed a back and forth Q&A-style format between CSPN Partner, David Singh and ServiceNow’s Director of Knowledge Management, Lynda King. Participants also had the opportunity to join break-out sessions to collaborate and discuss peer challenges.

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