Webinar ‘Knowledge Management, Enterprise Service Management, and the Customer Journey’

In 2019 research, HDI found that many lines of business are both creators and consumers of knowledge. Outside of IT and Technical Support, high percentages of Human Resources, Facilities, Customer Service, Sales, Marketing, and Training units are all working with—and contributing to—the organization’s knowledge. In Q2 of 2018, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so.

Why are so many organizations adopting an Enterprise Service Management (ESM)? HDI research found that 77% of organizations identified improving the customer experience as an influence for adopting this approach.

This webinar will explore:

• Why knowledge management should be at the heart of ESM
• How service management principles and practices affect the customer experience
• How the ESM journey and the customer journey are related