In this APQC podcast, Optimizing Customer Service, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service practices and processes. Leveraging insights from recent research Optimizing Customer Service and Transforming the DNA of Your Customer Service Team , they will share: 

1. Why customer service matters now 

On this podcast, APQC’s Sharae Celestine talks with LaTrina Collins-Craig, a licensed professional counselor and the co-founder of C&C Wellness Center, about neurodiversity and how it can be that special ingredient that unlocks the answers to problems and drives innovation forward.

On this podcast, APQC’s Carla O’Dell talks with Ed Hoffman, former Chief Knowledge Officer at NASA, about how to infuse human skills and knowledge into project management. Check out Ed Hoffman’s new book, The Smart Mission: NASA’s Lessons for Managing Knowledge, People, and Projects, available on August 16, 2022.

On this podcast, APQC’s Mercy Harper talks with Sara Nash, Senior Consultant at Enterprise Knowledge, about the steps knowledge management (KM) teams need to build knowledge graphs. To learn more, check out these resources from Sara:

• How to Build a Knowledge Graph in Four Steps: The Roadmap from Metadata to AI  [Blog]

On this podcast, APQC’s Mercy Harper talks with Enrique Alvarez, co-founder and managing director of Vector Global Logistics, about current-state challenges and solutions in logistics. Check out Enrique’s podcast, Logistics with Purpose, and get involved with the Leveraging Logistics for Ukraine campaign. 

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On this podcast, APQC’s Mercy Harper and Lauren Trees talk with information and content strategy consultant Andy Fitzgerald about what knowledge graphs are and how organizations can get started with this powerful approach for improving user experiences. For another approachable discussion of knowledge graphs, Andy recommends the Content Strategy Insights podcast episode “Aaron Bradley: Knowledge Graph Strategy for Content.” 

On this podcast, APQC’s Mercy Harper and Lauren Trees talk with Juan Sequeda, PhD, principal scientist at Data.World, about what knowledge graphs are the people and process steps you need to bring this powerful technology into your own organization. Check out Juan’s book, Designing and Building Enterprise Knowledge Graphs, his recent article for the Association for Computing Machinery, and his podcast, Catalog and Cocktails.  

Research helps organizations uncover the answers to their questions (e.g., ideas for developing a new product, improving employee engagement, or insights into the strategic planning process.) In this podcast APQC’s Holly Lyke-Ho-Gland, Lauren Trees, Andrea Stroud, and Ben Knoll discuss tips to ensure research projects are fit for purpose, make it easy to engage participants, and provide valuable insights for your research questions.

On this podcast, APQC’s Lauren Trees talks with Jessica Malloy, Senior Knowledge Manager with Harvard Business Publishing Corporate Learning, about the insights she gained by starting up knowledge management programs at three different organizations.