NetApp Knowledge Base won the CXone Expert Award in 2025. This remarkable achievement marks the fourth consecutive year that our Knowledge Base has received a CXone Expert Customer Recognition Award. We were named the winners in this category for our exceptional and relentless pursuit of excellence in Knowledge Management practices, solidifying our position as industry leaders in this field.
In 2020, we embarked on a transformative journey by implementing the Knowledge-Centered Services (KCSv6) methodology. This strategic decision aimed to enhance customer success through self-service by optimizing the creation, usage, and sharing of organizational knowledge. By relaunching our Knowledge Base (KB) site, we empowered our customers to find solutions independently while enabling our support teams to deliver exceptional service.
Our commitment to providing the best user experience led us to undertake a second redesign of the KB site in May 2023. This redesign focused on improving the Site Taxonomy and Hierarchy, making it even easier for our customers to navigate and access relevant information.
In 2024, the team moved product defect information to the KB site, continued to improve taxonomy, created better content contribution workflows, automated content standards checklists and ensured a feedback loop and process was enabled.
The team achieved reduced resolution times, empowered our customers to find answers independently, and enabled our support teams to focus on more complex issues.
NetApp won in this category for maximizing the use of Expert features and capabilities to drive innovation and improve both end user and employee experiences on the site, thereby solidifying our position as industry leaders in the Knowledge Management field.
This industry recognition reaffirms our commitment to continue providing exceptional support, while celebrating our success in implementing a mature KCS program.
Nice CXone Expert, an AI powered knowledge management solution company, held their fourth Customer Recognition Awards in April of 2024. These awards aim to honor and recognize customer innovations in the field of knowledge management. Learn more about the awards: CXone Expert Awards Site
Also, don’t forget to visit NetApp’s award-winning knowledge management site: https://kb.netapp.com/
