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SupportWorld Live

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Session 204: An Implementor's Guide to Launching KCS

Marni Casanova  (Senior Director, Technology Customer Experience, T-Mobile USA, Inc.)

Alex Perkins  (ITSM Service Delivery Manager , T-Mobile USA, Inc.)

Location: Room 304-305

Date: Wednesday, May 3

Time: 11:30 am - 12:30 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

We all started at the same place when we found Knowledge-Centered Service (KCS): dubious information, disparate tools, disjointed resources, and disengaged teams. Implementing KCS sounds great, but how does an organization actually go about transforming a culture and practically applying KCS into their knowledge management practice? In this session, T-Mobile’s Marni Casanova and Alex Perkins will chart their journey with KCS from what sparked the transition to lessons learned to where they’re going next. If you're curious how to get started and identify (better yet, avoid) potential roadblocks, come hear T-Mobile’s firsthand experience!