maj 2025

At first glance, they might seem like unrelated concepts, but a fascinating video I recently revisited draws a compelling connection between the two. This video, which I first watched a decade ago, explores how both customers and support agents share a common need for answers and how effectively managing knowledge can lead to greater satisfaction […]

Implementing Knowledge Management with the Knoster Change Management Matrix As a Knowledge Manager, I’ve witnessed firsthand the transformative power of effective knowledge management (KM) and Knowledge-Centered Service (KCS) within organizations. However, I’ve also navigated the turbulent waters of resistance, skepticism, and outright failure that often accompany such initiatives. Implementing new systems and processes, especially those