Summit EMEA is the user group conference that brings Microsoft Dynamics 365, AX and CRM users, industry experts and software development vendors together to discuss important issues, to learn about product updates, and to find genuine solutions that suit your business needs.
Summit EMEA has announced that Bill Pollie, Executive Vice President at ComAround, has been invited to speak at the conference. He will speak on the topic “Building the Case for Knowledge Management”.
“Automating a bad business process results in an automated bad business process!” says Bill. “Customers are engaged in digital transformation initiatives. They are looking to “shift left” in their support of customers and employees – moving support from level 3, to level 2, to front line agents and ultimately to level 0 (self-service) without compromising support. At the same time, they are looking to improve the customer experience and drive adoption of new technologies such as AI, Machine Learning, automated Chat and Bots. All the while, they struggle with how to capture Customer Service, HR, Business Process Management and Internal IT Support best practices and provide an environment that rewards the sharing of this knowledge across the enterprise. Leading analysts agree that these initiatives are bound to fail without a structured and disciplined approach to capture the “intelligent knowledge” that will drive these new technologies. They go on to report that it is estimated that 20% of a companies knowledge walks out the door each year. Ultimately implementing a “knowledge culture” will require the implementation of a solution that supports and enables this culture to thrive and empower these new digital transformation projects. In this session I will address the Case for Knowledge Management – how to understand customer pains, the ROI targets and implications of a successful knowledge implementation on digital transformation and the successful adoption of other Microsoft initiatives such as Office365, Windows10, PowerBI and DynamicsCRM.”
ComAround is a global leader that specializes in Knowledge Management and Self-service. For more than 20 years, ComAround has helped thousands of organizations to achieve world class support using intelligent knowledge powered by Microsoft technology and ComArounds expertise in knowledge management.
Contact ComAround for more information:
Event Marketing Manager, ComAround