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David Kay

Dashboards: Save Red, Yellow, and Green for Traffic Lights

November 5, 2018 by David Kay

Traffic Signal

We were at an industry conference a couple of weeks ago where we saw a lot of dashboards.  Dashboards were in every presentation.  Every vendor demo featured at least one.  There was enough red, yellow, and green all around it sometimes felt like midtown Manhattan at rush hour. This bothered me, and I wasn’t sure […]

Filed Under: Measures

Picking the Right KCS Coaches

September 24, 2018 by David Kay

We’re doing a webinar with the KCS Academy called KCS in Action: Coaching and Licensing on October 2.  In this blog post, we’re providing a sneak preview of one of the topics we’ll be covering: picking KCS coaches. We have never been part of a successful KCS implementation that didn’t also have a healthy coaching […]

Filed Under: Coaching

David’s Favorite Business Books–A DB Kay Library

May 21, 2018 by David Kay

Most of the business books I read don’t leave much of an impression.  These are the ones that did. 

Filed Under: Resources

Listen Up! Strategies for Hearing the Voice of the Customer (VoC)

February 20, 2018 by David Kay

VoC to the Rescue One of our clients does a fantastic job supporting a critical and complex hardware, software, and wireless networking solution.  But, they faced a familiar challenge: since customer satisfaction was so high, the C-suite wondered aloud if they were overinvesting in Support.  Support budgets came under increasing scrutiny. Fortunately, this company has […]

Filed Under: Voice of the Customer

KCS Principles Can Fix Content Management

October 2, 2017 by David Kay

We’re covering a big topic, so this is a longer post than usual.  TL;DR: Apply KCS principles to Content Management, too. We’ve written before about the differences between KM and CM (see Knowledge Management vs. Content Management).  Briefly, KM focuses on short structured articles that are about one thing, while CM focuses on longer-form content […]

Filed Under: Content Management, KCS

Changing Expectations of Support

July 10, 2017 by David Kay

The Association of Support Professionals (ASP) recently published a report entitled The Changing Expectations of Support (membership required, and I encourage you to join if you haven’t!).  It’s eye-opening.  The clear message is, what was good enough no longer is. Here are some of the thoughts I shared with Al when he interviewed me for […]

Filed Under: Customer Experience

The Care and Feeding of Taxonomies, Part 3: How to Design Them

May 15, 2017 by David Kay

Having said why it’s important to get taxonomies right, and what makes a good taxonomy, I should let you know how you can do taxonomy design on your own.  In our taxonomy workshops, we facilitate organizations through this design process: Take an inventory. What taxonomies are currently in use by marketing, the marketing website, user communities, […]

Filed Under: Customer Experience, Knowledge Representation

KCS Case Study: Extreme Networks Does It Right

February 27, 2017 by David Kay

The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities.  I encourage you to read it—there are good lessons for any KCS practitioner. In this blog, I’d like to complement the case study with my perspective as their consultant.  […]

Filed Under: KCS, Resources

The Care and Feeding of Taxonomies, Part 2: What Makes a Good Taxonomy?

February 7, 2017 by David Kay

Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy.  Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise applications require taxonomies to work properly.  Since these enterprise applications are managed by different groups, it’s natural that each taxonomy will start out different and […]

Filed Under: KM, Knowledge Representation, self-service, Uncategorized

“Sensible” Support Policies and their Unintended CX Consequences

January 27, 2017 by David Kay

TL;DR: It’s better to trust and empower Tier 1 than to make customers run through the gauntlet because you only allow Tier 3 to do certain things. I want to share my support customer journey this week–not to complain, but to prompt some reflection on the CX implications of well-intentioned support policies. A week and […]

Filed Under: Customer Experience, Intelligent Swarming, Rants

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