Knowledge Management Virtual Workshop

Topic: Transforming CX with Knowledge Management

Online Session

Date & Time:

November 19, 2020 at 2PM – 4PM EST

Guest Speaker:

Lynda King, Director of Knowledge Management, ServiceNow

Description

Join CSPN Partner David Singh and ServiceNow’s Director of Knowledge Management Lynda King in a wide-ranging discussion on how knowledge management is a not-so-secret tool used to drive remarkable CX improvements. By empowering internal service agents with the right knowledge they are able to understand, access, and share the right information. This interactive workshop will:

  • Share an overview of the Knowledge Management Ecosystem
  • Discuss how to assess an existing knowledge management program
  • Discuss the tactical steps and workflow to consider when optimizing a knowledge management program

The session will follow a back and forth Q&A-style format between CSPN Partner, David Singh and ServiceNow’s Director of Knowledge Management, Lynda King. Participants will also have the opportunity to join break-out sessions to collaborate and discuss peer challenges.

About the Speaker

Lynda King, Director of Knowledge Management, ServiceNow

Lynda King is a seasoned professional and expert with over 20 years of leading Global Support and Operations. She has implemented CRM technology and Knowledge Management systems including ServiceNow, Salesforce, and Clarify to improve productivity, increased customer value, increased employee engagement to deliver profit to the bottom line.

For the past 3-years Lynda has led the Knowledge Initiatives in the Global Support Operations at ServiceNow. Prior to ServiceNow, Lynda spend almost 7 years at Salesforce leading self-service Knowledge Initiatives in Global Support Operations for external customers and also Employee Success for internal employees. She also spent 15 years leading a Global Help Desk for a mission critical financial application that was used by the top 100 banks in the world.

She has demonstrated success directing cross-functional teams to meet critical project deadlines on budget in a fast paced, high growth and diverse environments. She also has an exceptional ability to thrive and remain positive and calm in high pressure situations supporting mission critical business and financial applications.

She has traveled the world and is a Certified Freedom Coach. In addition, she is a contributing author in the book, I CHOOSE ME by Cynthia James and a book released in August, 2020 to support caregivers called Tears in my Gumbo by Nadine Roberts Cornish

Facilitated By

David Singh, Managing Partner, CSPN

David Singh is an experience-driven executive who has built and lead client-facing teams in a range of Fortune 500 and mid-market companies. David has served as a corporate and organizational strategy consultant with Deloitte Inc where he helped clients navigate the financial and human capital impacts of mergers and acquisitions. David has held progressively senior roles within high-growth technology, energy, and consumer finance companies where he has built and led sales, marketing, operations, finance, and customer care teams. David is passionate about helping leaders and organizations simplify their strategy to ensure alignment between internal and external stakeholders and ultimately drive traction towards happy clients and team-members.

David holds degrees from Huron University College at Western University and the Sauder School of Business at the University of British Columbia and is co-author of Hitting Stryde: An Early Career Gen-Y Career Survival Guide.

DOWNLOAD KEY TAKEAWAY SUMMARY | WATCH RECORDING | REQUEST CUSTOMIZED SESSION
CSPN Member:
Complimentary
+ HST
Non-Member:
Complimentary
+ HST
Early Bird Deadline
Registration Deadline

November 19, 2020