TSIA

FEBRUARY 28, 2017

Knowledge management used to be a topic just for customer support. Specifically, it was about how to capture resolution information for every problem solved, so that the next time it occurred, no one had to waste time researching the problem and resolution all over again. Today, there are several drivers that are forcing companies to realize that knowledge management isn't just for support, but is a company-wide initiative with enough ROI for everybody, from support, to professional services

Management 40

Management Management User Testing Product Research 40

Mind the Product

FEBRUARY 28, 2017

Maxime Prades (Director of Product at Zendesk) takes you through the experience of building a platform at Zendesk and being part of an API-first company. He opens his talk by describing the clear value that Zendesk’s APIs are providing to their customer accounts and the business. For example, customer accounts using the rest API during their 30 day trial period were converting twice as much.

Development 117

Development Document User Testing Customer Experience 117

dscout People Nerds

FEBRUARY 28, 2017

Trump Diaries Episode 3: Behind the scenes on a sensitive diary study.

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