The NetApp Knowledge Management team won third place in the European Conference of Knowledge Management (ECKM) 2022 awards. Winners were announced at the 23rd European Conference on Knowledge Management in Naples, Italy in September 2022.
The 9th Knowledge Management and Intellectual Capital Excellence Awards at the ECKM conference celebrate the application of Knowledge Management (KM) and Intellectual Capital (IC) that leads to organizational efficiency and effectiveness.
The winning paper from the NetApp Digital Support and Knowledge Management team reflects the team’s continuing ambition to deliver a world-class user experience and continual industry recognition.
The entry focused on the team’s robust content strategy and engine driven by Knowledge Centered Services (KCS) best practices including attainment of the Phase 4 level in the KCSv6 Adoption Guide. Significant improvements to key metrics including customer satisfaction, customer effort, cost-per-answer and contact ratio were realized with the key feature and strategy implementation.
Ryan Mathews, Senior Director of Digital Support at NetApp said: “It is a true honor to win this prestigious award from the academic community. This award underscores the digital support team’s dedication to excellence and world-class Knowledge Management practices.”
Padma Prasad, Senior Manager of Digital Support, KCS Evolve Loop Programs at NetApp said: “We are extremely honored to add this to our many award wins in digital support. The team has worked hard over many years to attain KCSv6 phase 4 while driving an optimized digital support strategy and experience for our customers. This award reflects recognition of all the hard work of executing that vision and driving a successful “shift-left” strategy.”
Since its founding in 1992, NetApp has been obsessed with digitizing and simplifying the storage technology customer experience (CX) and “Putting the Customer at the Center” has been firmly established as one of the company’s five core values and behaviors lauded by the company. NetApp looks beyond NPS scores to build a more holistic, unique 360-degree approach to customer experience; allowing the company deliver balanced, data-driven decision making that differentiates its CX from larger rivals and drives closer and more intimate relations with its customers and partners, and greater responsiveness and agility in adapting to changing market conditions.
About NetApp NetApp is a global, cloud-led, data-centric software company that empowers organizations to lead with data in the age of accelerated digital transformation. The company provides systems, software and cloud services that enable them to run their applications optimally from data center to cloud, whether they are developing in the cloud, moving to the cloud, or creating their own cloudlike experiences on premises. With solutions that perform across diverse environments, NetApp helps organizations build their own data fabric and securely deliver the right data, services and applications to the right people—anytime, anywhere. Learn more at www.netapp.com or follow us on Twitter, LinkedIn, Facebook, and Instagram.
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