EP 19 - Dr. Liz Herman: Knowledge Management: The Secret Ingredient to Delivering an Omnichannel Experience

In this episode of “The CX Tipping Point Podcast,” Martha Dorris talked with Dr. Liz Herman, a knowledge management expert and professional. Liz defined knowledge management as “the strategies and processes aligned with identifying, capturing, structuring, and valuing the organization's intellectual assets - what the organization knows, to enhance its performance and its service to its customers.” Capturing and documenting that knowledge are the two key areas as well as disseminating across t...

Om Podcasten

The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.