Keynote - Wow, Woo, Win: KM for Customer Delight

Wednesday, November 8: 8:30 a.m. - 9:30 a.m.

Our popular writers, speakers, and authors of Wow, Woo, Win: Service Design, Strategy & the Art of Customer Delight look at how customer experience and service design can enhance knowledge sharing and success in organizations. They discuss the importance of designing your organization around service and offer clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Our speakers share with you how to create “Aha” moments when the customer makes a positive judgment and how to avoid “Ow” moments. They provide tips on how you and customers create a bank of trust, fueled by knowledge of each other’s skills and preferences.

Keynote - Relevance Maturity Model: Revolutionizing With AI-Powered Search

Wednesday, November 8: 9:30 a.m. - 9:45 a.m.

Everyone who engages with your organization is in search of something, whether it’s products, services, people, or support. Too much of their time is spent sifting through useless information. New advances in machine learning and AI technology, combined with contextual search, are finally bringing relevance to every interaction and are making knowledge management a key driver of real business results. See real-world examples of the impact that increased maturity has made on innovative companies. Learn actionable steps to increase the relevance of your organization and start positively impacting your bottom line.

Keynote - Energizing Communities of Practice

Wednesday, November 8: 9:45 a.m. - 10:00 a.m.

Communities of practice are a great way to develop expertise and innovation around specific interests. By infusing intelligence into many experiences and demonstrating some recent advances in Office 365 you’ll see how to leverage tacit and explicit knowledge in different ways as well as reuse and build upon the work of others. Our speaker has extensive experience in enterprise collaboration systems and currently leads intelligent search and discovery for Microsoft 365.  Expect lots of tips & examples for improving your KM initiatives.

The Ticking Clock on GDPR Compliance

Wednesday, November 8: 10:45 a.m. - 11:30 a.m.

Businesses that aren’t prepared for the EU’s General Data Protection Regulation (GDPR), which rolls out next year, are in for a big shock. Hefty fines for non-compliance have the potential to affect an organization’s bottom line and overall reputation. Learn your company’s role and responsibilities in the transfer and storage of data, key questions to ask current or prospective cloud partners to ensure compliance, the importance of data location in relation to data privacy, and how to protect data that’s not only stored but also on the move.

The Many Flavors of Search & Discovery

Wednesday, November 8: 11:45 a.m. - 12:30 p.m.

The technologies and implementations of enterprise search and discover are ever changing. From how search works to what users expect to securing data, there are more flavors of search and discovery than there are of ice cream. Our experienced panel discusses what you need to know to keep up with the newest flavors of search while not forgetting how good a plain vanilla cone can be.

Your Search Platform Is Talking to You: Are You Listening?

Wednesday, November 8: 1:30 p.m. - 2:15 p.m.

Every time someone visits your website, they leave behind a gold mine of information that you can use to make your search better, improve your content, and get into your visitors’ heads. What’s the source of this gold mine? It’s your search platform logs, the signals you can set up and track, and, to a lesser extent, your web server logs. And if you’re using tools like Spark or Hadoop, you can integrate that information and improve your search even more.

Governing for Exceptional Search Capabilities

Wednesday, November 8: 2:30 p.m. - 3:15 p.m.

Consistently producing the right experience that is regulatory- compliant and aligned with a solid business case may be more important than search optimization, algorithms, Big Data, and other search aspects. Podnar focuses on the policies and standards required to deliver search results and a customer experience that is aligned with business objectives but also meets the regulator and legal requirements that drive the business. You can have them both.

Modernizing Enterprise Search for a New Customer Experience

The evolution of search technologies is changing the ways consumers expect to interact with businesses. Major players like Google and Amazon set consumers' expectations for what a great search & discovery looks like. How can businesses keep up and leverage available technology advances to create a more conversational and natural search experience? Maxime Prades, VP of Product at Algolia, a hosted Search API, will dive into how enterprises are modernizing their legacy search infrastructure and improving search performance, relevancy and experiences.

Solving Site Search

Wednesday, November 8: 4:00 p.m. - 5:00 p.m.

Two site search specialists share their knowledge from different perspectives. At SAS, a site search revamp taught Warner some valuable lessons. She advocates concentrating on some less-talked-about elements of search that are beyond the search engine, such as content, metadata, user search behavior, analytics, and accountability. Verizon’s Baumgartel sees new players entering the site search market, particularly in the ecommerce domain. He gives an overview and shows strategies on how to navigate the market.