SHARING INFORMATION

IMPROVING CUSTOMER EXPERIENCES

COMMUNICATION

• Flow of information
• Diffusion
• Dessemination

KNOWLEDGE DIFFUSION

• Unplanned
• Uncontrolled
• Inconsistent

KNOWLEDGE MANAGMENT

• Proactively manage the sharing of information
• Centralise technical updates
• From diffusion to dissemination

EMAIL

• Allows for carefully constructed message
• Permanent reference point
• Easily retrievable
• Can be misinterpreted

FACE TO FACE

• Allows for a clearer, more complete message
• Opportunity to ask questions
• Ensures message is received

BENEFITS

• Empower consultants
• Enhance productivity
• Provide a better, more consistent service

CONCLUSION

• Better experience for customers
• Empowered consultants
• Improved productivity

QUESTIONS?