Digital transformation has been a hot topic for a number of years now. The stay-at-home impacts of COVID-19 have demonstrated the importance of this transformation, which at its center, is about unlocking the value from products and services by untying them from physical or arbitrary constraints.
Netflix did this when they removed the arbitrary constraint of late fees from DVD rentals, and then again when they shifted away from the physical constraint of mailing DVDs to providing streaming services. Uber did this by removing the arbitrary constraint of having to call a taxi dispatcher, and removing the physical constraint of having to pay with cash. Market-disrupting companies such as these have significantly raised customer expectations for improved user experience, increased capability, and reduced time and effort. These increased customer expectations don’t just apply to products and services, but also to service experiences.
Customers are no longer satisfied with short call-hold times and quick agent resolutions; their expectations are much higher! They expect the ability to self-solve when they have an issue, ideally starting from Google or, even better, within the product or service they’re using. Organizations around the world are realizing that knowledge is the key enabler for digital transformation – knowledge enables us to remove physical or arbitrary constraints between customers and the value they get from our products or services. Knowledge-Centered Service (KCS) offers the best methodology to leverage what we already know to enable digital transformation across Customer Service, IT, Human Resources, or any organization where sharing knowledge is required for a successful engagement.
As a result, the KCS Academy is seeing an increased demand for help in connecting why knowledge is such an enabler for digital transformation. To bridge this gap, we are excited to announce that we have added two digital transformation courses to our online learning center—Digital Transformation Fundamentals and Managing in a Digital Economy. These join the KCS v6 Fundamentals online course, which is a great introduction to the KCS Solve Loop activities.
- Digital Transformation Fundamentals: This 45-minute course sets the context for the knowledge journey. What do we mean by digital transformation, why is it important, and what role does knowledge management play in a digital transformation? This course answers these questions.
- Managing in a Digital Economy: KCS is often a bigger change for managers than it is for knowledge workers. This 35-minute course talks about what’s different when we are leading in a knowledge-centered environment. Topics covered include the benefits of digital transformation and knowledge management best practices, new measures and ways to use them, assessing contribution/performance, and motivating knowledge workers.
All of our online courses are designed to be an introduction to the methodologies and concepts presented at the more in-depth workshops taught by KCS Certified Trainers. If you are spinning up or need to refresh a KCS implementation in a large organization, these online courses are an excellent way to ensure a common understanding of these concepts, and are available to load in your LMS through unlimited use licenses. (Email us for more information.)
We are excited to see so many companies around the world digitally transform their organizations, and we are proud to play a part in enabling these transformations!