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.

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 start positively impacting your bottom line.

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.

Join RSG founder Tony Byrne for a strategic tour of the new, employee-centric digital workplace. Where does SharePoint and Office 365 fit in this new paradigm? How should you plan your investments for 2018? A fast-paced and provocative assessment.

Have you noticed that you now have multiple ways to connect and collaborate in Office 365? Teams, Groups, SharePoint, Yammer, Exchange—how do you provide guidance to your users so that they can make good choices? Too much choice can lead to chaos, while not enough choice can create too much friction for effective collaboration to happen. This session provides guidance and a framework to help you make the right choices for your organization so your users can get real work done in a hyper-connected world.

During the last decade, Microsoft has virtually transformed the collaboration space through the SharePoint, Exchange, and Skype foundation. Despite name changes and a horde of new products, has collaboration materially improved? Has Office 365 provided the right suite of products to demonstrate the productivity gains we all hope to achieve? During this session, Shawn Shell briefly explores the Office 365 suite and identifies real potential gains, as well as identifies challenges that still exist.

Office 365 provides an incredible amount of value to individual employees, teams, departments, and organizations. Much of this value is not realized immediately upon purchase or deployment of Office 365. The value is realized as more and more users understand, adopt, and embrace the technology. So how do we drive faster, sustainable and effective adoption? And, perhaps more importantly, how do we ensure our adoption approach scales and can keep up with the innovation the Office 365 service provides? Join Richard Harbridge as he shares real-world experience, advice, and activities that other customers are leveraging to get more from Office 365 and drive more meaningful adoption.

For those of you unfamiliar with this format, the concept is simple: Bring your toughest, thorniest, most intractable SharePoint conundrum or challenge, and a team of experienced SharePoint gurus will compete to offer you the best advice in 2 minutes or less. But there’s a twist … We use noise-canceling headphones to make sure the gurus can’t hear the answers that the other panelists give. Come and get insightful, likely controversial, and sometimes entertaining answers to your most pressing questions. The person deemed to have stumped the consultants the most will go home with their own noise-canceling headphones!

For a KM initiative to be successful, knowledge managers must secure the support of senior leaders before implementation. Early top management buy-in results in funding, resources, advocacy, usage, broad organizational support, and success— the program yields its expected benefits, KM is spoken of and written about positively by leaders, stakeholders, and users. Hear from our longtime KM practitioner about proven practices illustrated by real-world examples for securing resources, active participation, and ongoing advocacy from top leadership.

For more than a decade, search technology has been used as the primary access point to the mountains of knowledge and data sitting behind an organization’s firewall. As environments evolve to account for private and public clouds, search is evolving beyond just the box to an API for human information. Hayes explores that evolution and talks about how search technologies and professionals play a key role.

Join us for a fast-paced, hands-on session where you can assess your existing SharePoint/O365 environment in a series of structured Q&A exercises. Then find out how your situation stacks up against your peers’.

With more than 85 million people actively using Office 365 (O365), enterprises are looking to the platform to provide underlying technology to support knowledge management efforts. This session discusses fundamentals of a knowledge management strategy and areas where the technology of O365 aligns with process and people. We focus on how different workloads within O365 support functions such as sharing, organizing, finding, and retaining valuable, unstructured knowledge.

If you are a believer in the data-driven organization (or even just curious) and have ever wondered what could happen if you cleverly combined the power of data collection, indexing, text mining, search, and machine learning into a unified platform and applied it within the enterprise, this talk is for you! Our speaker illustrates the technology in action with real-world examples.

How can today's agencies comply cost-effectively with the Federal Managing Government Records Directive M-12-18? Discover how one US Federal Government Agency used a SharePoint solution set to save time and productivity.

You will learn how to: Enable faster search by storing all email records in SharePoint; Tag each email record with rich metadata; Simplify access to SharePoint records via Outlook folders; Achieve user adoption among information workers; and Achieve RIM compliance

Since 1984, the USAID-funded Demographic and Health Surveys (DHS) Program has been generating much of the world’s most important data on population and health in low- and middle-income countries. As DHS became more complex, the need for more sophisticated solutions arose. Hear how the DHS Share- Point site collection was developed, how it was improved based on lessons learned, and how the SharePoint sites assist staff to streamline their work and communicate more efficiently. Learn about successes and failures, short-term and long-term plans, strategies for behavior change management, and how to overcome functionality shortcomings with the use of external tools.

This session explains how the need for a fully functioning knowledgebase that could be deployed to departments without the budget for licensing of existing or new products led to the successful development of a knowledge centered services (KCS)-compliant knowledgebase using SharePoint 2013. Using page layouts, custom workflows, term stores, and custom fields/lists, the university was able to build a knowledgebase that fully enables the KCS methodology, allowing front-line creation of content while providing up to three levels of review/validation.

Lean is often associated with operational practices in manufacturing aimed at reducing costs. While this is true on the factory floor, lean in engineering and process development is completely focused on efficient use of knowledge. This talk introduces the key practices in lean knowledge management, from A3 Thinking to the creation of reusable knowledge in knowledge standards. Thorpe shares how Intel’s Manufacturing Validation Engineering organization has scaled these practices across its 5000-person workforce and addresses the challenges faced in developing SharePoint-based KM tools to facilitate the adoption of these practices in Intel teams.