Event Details
In the world of ITSM and CX, we’ve been sold a lie: that if we just buy the right software and spend six months "loading" it with content, our support woes will vanish. Instead, we end up with expensive digital landfills, frustrated agents, and a "governance" model that feels like a straitjacket.
With the advent of modern AI systems that rely on your knowledge base to solve tough issues, having a robust KM strategy is imperative. It’s time to stop building dusty, disorganized libraries and start building thriving ecosystems.
In this session, we will explore why a successful strategy isn't just about the software you buy, but how you harmonize the "Three Pillars": People, Governance, and Systems. Drawing on principles from Lean/Agile, Knowledge Centered Service, ISO 30401 and ITIL, you’ll learn how to strip away the KM bloat and focus on an efficient knowledge process that delivers massive value to your frontline. We’ll discuss how to shift from "authoring" to "capturing," how to implement "just enough" governance to ensure accuracy without killing speed, and how to select systems that support—rather than hinder—the human element.
Stop waiting for the perfect time to fix your knowledge strategy. Learn how to launch fast, iterate often, and build a KM engine that actually works in the real world.
Learning objectives
1. Uncover the myths you've been sold about knowledge management and why it’s costing you.
2. Apply MVP KM principles to help you exponentially increase team productivity and customer satisfaction.
3. Learn how to create a knowledge operation and that drives a culture of knowledge sharing and continuous improvement.
Martin Hobratschk, CKM, is the Founder and Principal of Cognita Knowledge Management LLC. With more than 25 years of experience in customer and technical support contact centers, he helps CX and IT leaders develop and implement knowledge management strategies designed for maximum operational impact.
Drawing on his background as a daily newspaper reporter and his tenure leading global knowledge programs at Google, Apple, and IBM, Martin now partners with CX and IT contact center clients across a wide range of industries—including technology, renewable energy, publishing and higher education—to transform their knowledge into a strategic asset.
Specializing in the intersection of KM and AI, Martin focuses on building human-centered foundations that ensure AI tools deliver meaningful solutions. He is a champion of a People First approach to knowledge, helping organizations evolve from reactive service models to proactive, "just-in-time" learning environments.
A proud University of Texas graduate and a 40-year resident of Austin and world traveler. Outside of his consulting work, he enjoys living in Central Texas with his wife and family, including two dogs and four bass guitars.
