Why Engaging on LinkedIn Matters When I was a social business program manager working to drive individual digital eminence for my teams, I often heard them say that they don’t see the point of liking, commenting, or posting on social platforms like Twitter, Facebook, or even LinkedIn. And I understand that perspective. However, for professional…
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…
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