Knowledge-centered support: Greg Oxton workshop in Sydney

I first caught up with Greg Oxton a few years ago while I was in San Francisco. It seemed like an obvious connection, as he runs the Consortium for Service Innovation, a group of very large organizations with significant service and support operations. Their focus on Knowledge-Centered Support overlaps with my idea of Knowledge-Based Client Relationships, and in the second edition of my book on the subject I referred to the very interesting work of a couple of their members.

Greg will be in Sydney on 20-21 February to speak at the Services Industry Best Practice Showcase and to run a one-day workshop on Knowledge-Centered Support. This material definitely represents leading global practice for service and support.