By: Greg Oxton, Consortium for Service Innovation
This session will explore a model for thinking about the evolution of support. As effective knowledge management practices are implemented, the traditional tiered support model becomes inefficient and is replaced by a dynamic network of content and people. This knowledge enabled network offers a new way for support organizations to articulate the value they create for end users and the business. The “funnel to the cloud” model shifts the view of support from a response based view (inside looking out) to a demand based view (the customer experience).