Microcontent, Lego, and the Future of Customer Success Microcontent has been a buzzword in the content industry for quite some time, building traction more recently, sometimes referred to as snippets or blocks, segmented or “componentized” content. However, its implementation has been limited due to the need to build the architecture and framework from the ground…
Treat your KCS Implementation as a Program – Not a Project Why Treat KCS as a Program? The general definition delineating a project vs program is relatively simple: there’s no defined END to a program, whereas projects have explicitly defined end states. Similarly, in Knowledge-Centered Services (KCS), we don’t have an end to what we…
AI in Customer Success: 5 Key Guidelines General Guidance First and foremost, it’s important to understand that AI (generative or otherwise) is not magic, it is not a panacea, a cure all to fix every ill, and it won’t take anyone’s job wholesale. AI does not create a system; it helps scale existing systems and…
5 essentials for building your personal brand on LinkedIn LinkedIn is one of the most powerful tools for professionals looking to expand their professional network, attract new job opportunities, and find potential clients. To take advantage of all that LinkedIn offers, it is vital to build a strong personal brand that showcases your unique skills,…
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