VMWare - Delivering Relevant Experiences to Both Employees and Customers

VMWare - Delivering Relevant Experiences to Both Employees and Customers

Discover how VMware started their knowledge transformation journey two years ago

About this course

VMware started their knowledge transformation journey about 2 years ago. Since then their use cases have evolved rapidly on the Maturity Model and they have continued to extend the value of relevance across their organization. Join them as they share their best practices and inspiring story on how they are transforming both their workplace and service experiences on three new systems of engagement:

  • Internal Knowledge portal – Focus on federated search through to self-learning recommendations
  • Global Support Service Console – Focus on contextual suggestions and contextual relevance
  • Public Knowledge portal – Focus on content gap, scaling for customers, Machine Learning

Curriculum

  • Video - Delivering Relevant Experiences to Both Employees and Customers
  • Coveo Impact 2019 Session: Delivering Relevant Experiences to Both Employees and Customers

About this course

VMware started their knowledge transformation journey about 2 years ago. Since then their use cases have evolved rapidly on the Maturity Model and they have continued to extend the value of relevance across their organization. Join them as they share their best practices and inspiring story on how they are transforming both their workplace and service experiences on three new systems of engagement:

  • Internal Knowledge portal – Focus on federated search through to self-learning recommendations
  • Global Support Service Console – Focus on contextual suggestions and contextual relevance
  • Public Knowledge portal – Focus on content gap, scaling for customers, Machine Learning

Curriculum

  • Video - Delivering Relevant Experiences to Both Employees and Customers
  • Coveo Impact 2019 Session: Delivering Relevant Experiences to Both Employees and Customers