-
12-Steps to Implementing a Successful BOT Strategy
During the implementation of Sherlock – the chatbot about knowledge – I learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy must first identify the required customer-facing knowledge to program the bot effectively. Based on my experiences, I have developed […]
-
PACRIM Conference & Expo 2010, Sydney, Australia
I was invited to speak at the PacRim conference as an international keynote speaker in Sydney for the third time. The topic of my keynote session was The Future of the Internal Service Provider Key Social and Technology Advancements and How They Impact the Service Providers. I was also part of an interactive delegate-driven panel […]
-
Support Services Institutes Konferens 2009, Stockholm, Sweden
I was invited to speak at the Support Services Institute’s Konferens 2009 in Stockholm, Sweden. My trip to Stockholm was terrific. I spent a week in the old city and toured through museums, restaurants, and shops. Before the conference, I taught a class on Knowledge Management Implementation Strategies. Then I gave two keynote talks: Service […]
-
PACRIM Conference & Expo 2009, Sydney, Australia
On my second trip down under, I joined the PACRIM team in the city of Sydney for the second time. On this trip, I was able to visit the botanical gardens and see parts of the city I wasn’t able to explore on my first visit. This year I facilitated a roundtable discussion on Choosing […]
