KCS Europe Team Meeting “Evolution of content” (Day 1)

The annual KCS Europe Team meeting took place from 30 to 31 October (1.5 day) in Delft, the Netherlands. This year’s theme was “Evolution of content”. The meeting was hosted by TOPdesk and participants were a mix of companies that have implemented KCS and consultants / tool vendors. They came from the Netherlands, Germany, Norway, Sweden and UK.

There were also attendees online, but it’s hard to say who they were and where they came from. Melissa George from the Consortium for Service Innovation had come over from the US and led the meeting. Unfortunately, the slides and discussion notes in the wiki are only available to members of the consortium. So no links in this blog, just a short summary of the two days.

The first (half) day, there were mainly presentations. Melissa George kicked off by outlining the context for the theme and the role of the Knowledge Domain Expert (KDE). In particular, this means the Evolve loop and improving the content health and effectiveness of the knowledge workers. The role of the KDE can be broad and that is why many companies let this person (the expert in a certain knowledge domain) work together with someone from the business and someone who can analyse data, so not all expertise lies in one person.

An emerging method is Predictive Customer Engagement. Through technological developments such as SaaS, IoT and machine learning, companies can collect a lot of information (data) about their customers and predict that a problem may occur, even though the user of the system has not yet been affected. The company then approaches the user and provides the solution. PTC is an example of a company that has introduced this method and it has seen the number of tickets go down quite a bit. PTC has set itself a target that 80% of customer engagement will be initiated by them in 2020. On day 2 of the Team Meeting, PTC presented about their experiences.

Dell EMC (USA) presented about measuring customer satisfaction and loyalty. Dell used NPS and CSAT as measuring methods, but these turned out to be poor predictors of customer loyalty. Customer Effort Score (in combination with NPS) seems to be a better predictor. With CES not only contact with the service desk is measured, also the process of sales and the product itself is included. Perception counts for 2/3 of how customers experience the product and service, only 1/3 is real. Therefore, it’s this perception that you want to manage.

In the next presentation, Autodesk (UK) told how the company reduced the “new versus known ratio”. Autodesk has been using the KCS method for a while and the number of self-service items has increased steadily. In order to promote self-service even more, the call option has been closed. Customer can still make an appointment, which has the advantage that the expert is better prepared. There is also a community where external users answer questions. Qlik (Sweden) told about their experience when the KCS initiative at first was blown and few years later relaunched. With the new launch, the company changed some things, for example, the tool and the roles (the Candidate role was taken out, each person can publish immediately).


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