Hi Community 👋
This is actually my first time posting here, so I figured I'd start with a quick introduction!
I'm Emma, and I've been at Zendesk for a few years now in a variety of go-to-market roles. These days, I help create content for our CX Programs, including the Digital Desk webinar series that's hosted here in the Community!
One of the things I enjoy most about my role is talking with customers about what's working, what's challenging, and how they're approaching new opportunities - especially as AI continues to reshape customer experience.
Which brings me to the reason for this post...
As organizations continue investing in AI-powered customer experiences, one thing becomes increasingly important: The quality and maturity of your knowledge foundation.
Whether you're just getting started with Knowledge or looking to optimize your existing set up, it can be difficult to know where to focus next.
To help, I've put together a Knowledge Success Plan that outlines a practical framework for building and scaling AI-ready knowledge experiences.
📎 Download the Knowledge Success Plan
The goal isn't to prescribe a single path for every organization. Instead, it's meant to provide a practical starting point that teams can adapt based on their own business goals, customers, and maturity level.
Discussion
I'd love to hear from other knowledge leaders and practitioners:
- Which phase of your knowledge journey are you currently focused on?
- What metrics have been most valuable when measuring knowledge success?
- What has been your biggest challenge in preparing content for AI-powered experiences?
- Is there anything you would add to this framework?
Looking forward to learning from the community's experiences and hearing how others are approaching knowledge strategy!
- Emma Collins
Sr. Content Manager, CX Programs