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 80,000 learners.

Connect with David on LinkedIn.