Who We Are
A Knowledge Management Thought Leader
David has been innovating in the use of technology for knowledge-intensive businesses like customer support since 1984. His work spans customer service, library science, software development, and national intelligence analysis.
A Focus on Customer Support
David is a trusted advisor to service and support executives at NetApp, Unilever, Farmers Insurance, Citrix, and Extreme Networks. He speaks frequently at industry conferences and webinars. The Consortium of Service Innovation (CSI) recognized him as an Innovator in 2003. Additionally, the Consortium for Service Innovation certified him to teach the Knowledge-Centered Service Practices, Coaching, Leadership, Knowledge Domain Analysis, and Intelligent Swarming workshops. He holds five patents for his work in knowledge management technology.
Publications and Experience
His current work leverages over thirty-five years of experience in envisioning, developing, marketing, and rolling out KM technology. David is co-author of Collective Wisdom: Transforming Support with Knowledge, available on Amazon.com. David also instructs the LinkedIn Learning courses on Customer Service: Knowledge Management, which has introduced KCS to over 70,000 learners.
Connect with David on LinkedIn.
David Kay
Principal
Jennifer Crippen
Principal Consultant
A Track Record of Successful KCS Programs
Jennifer joined DB Kay & Associates, Inc., in July of 2010 with 25 years of experience in Customer Support. She started her career in the natural food industry, working her way up to Store Manager where she independently oversaw store operations. This experience provided her with continued focus on customer experience, budgets, employee development, and business operations.
After moving to tech, Jennifer joined VeriSign, Inc., where she drove the Knowledge-Centered Support Program for about 4 years. During this time, she managed an InQuira implementation and launched a new self service site to thousands of customers worldwide. As a business analyst, she took responsibility for internal control audits and all operational reporting for Support.
An Industry Innovator
Recognized as a KCS Innovator and certified as a KCS v6 Trainer, Jennifer helped develop the Consortium for Service Innovation’s professional certification criteria. As part of giving back to the KCS community, Jennifer contributed to the KCS v5 and v6 Practices Guides and coauthored the KCS v6 Adoption Guide. Jennifer’s hands-on experience with program management and optimization helps clients get the most out of KCS workshops she regularly delivers online and onsite. She initiated the KCS program management service at DB Kay and excels at assisting clients with launching and maintaining their KCS programs. She brings a wealth of experience in KCS practices and implementations, support, and self-service localization strategy to every engagement.
Connect with Jennifer on LinkedIn.