DB Kay & Associates: About Us

A Thought Leader with a Track Record
David Kay, principal of DB Kay & Associates, has been innovating in using technology in service of knowledge-intensive business processes like customer support since 1984. He has developed business processes and applied software that has empowered knowledge workers in the fields of customer service, e-commerce, library science, business intelligence, software development, and national intelligence analysis.

A Focus on Customer Support
Kay has been recognized with a Consortium Innovator Award from the Consortium for Service Innovation for his contributions to their Knowledge-Centered Support and Adaptive Organization initiatives. He is co-inventor of six pending patents covering the use of next-generation technology in customer service.

Kay is one of six instructors certified by the Help Desk Institute (HDI) to teach the Knowledge Centered Support Foundations workshop, and is HDI certified as a Help Desk Manager.

He worked with industry-leading support organizations at Microsoft and Apple Computer and vendors such as Siebel Systems and Genesys to develop concepts that contribute to Unified Service Practices.

Developing Product Strategy for a Software Innovator
David Kay held leadership roles at Kanisa Inc., a leader in knowledge-empowered customer service from 1998 to the launch of DB Kay & Associates at the start of 2003. He developed product strategy and oversaw his company's transition from a custom software house to an application service provider to a software products company.

Prior to that role, Kay led TRW Search Access, a software start-up delivering a new way for researchers and librarians to access multiple information repositories seamlessly, and held product management and marketing positions at NeXT Software and Apple Computer. Kay graduated from Dartmouth College with an A.B. in Computer Science.