luke jamieson

This week, we’re talking about change. Big change, small change, and all change in between. But here’s the thing... employees report the lowest willingness to accept enterprise change in years. What’s behind that so-called transformation deficit? 

Harvard Business Review says employees experienced an average of ten planned enterprise changes in 2022. Gartner research shows employees’ willingness to support enterprise change dropped from 74% in 2016 to 43% in 2022. HBR is calling this gap between those changes and employee’s willingness to adapt to each one is being called the “transformation deficit.” How can organizations get ahead of this, and might knowledge management be a part of the answer?

Luke Jamieson, our own Solutions Consultant for Upland’s Contact Center Productivity Solutions and Michael Mattson, former veteran customer experience practitioner and thought leader are here today to explain it, and how knowledge management solutions might just get us out of that adaptation trough. 

Links & Notes

• Guiding Change: Digital transformation and how technology is conquering the challenge of change | Panviva (uplandsoftware.com)
• Single Source of Truth Across Digital Channels | Upland Panviva (uplandsoftware.com)
• The Importance of KMS (Knowledge Management Systems) by the Numbers | Panviva | Upland Software

• (00:00) - Welcome to Connected Knowledge
• (00:26) - Introducing Luke Jamieson and Michael Mattson
• (03:39) - How do you Change the People?
• (06:36) - The Incentive Roller Coaster
• (12:28) - Evaluating the Statistics
• (16:20) - Building the Case
• (19:48) - Purpose versus Process
• (22:31) - Implementation
• (28:08) - How do you know you have a need for a new KMS?

In this episode of Connected Knowledge, we explore how knowledge management can transform the employee experience and unlock greater engagement. Pete Wright is joined by CX experts Luke Jamison and Nate Brown, and together, they dive into the power of the employee journey map and why knowledge management should be at the heart.

“Knowledge is the lifeblood of customer service. It's either flowing or it's not,” says Brown. When employees have easy access to living knowledge, they can serve customers with confidence and autonomy. This fuels engagement, innovation, and advocacy. Many companies excel at onboarding but then lose momentum in engaging employees. The employee journey map provides a holistic view across the entire arc - from hiring to retirement. This enables organizations to pinpoint friction and cultivate knowledge sharing.

Jamieson explains that most friction happens when new hires transition to managers who are focused on targets over nurturing talent. He emphasizes the need for an “employee experience change coalition” so HR doesn't go it alone. Knowledge should be interwoven at every stage.

Questions We Explore:

• What does the employee journey map contain and why does it matter?
• Where does the employee experience usually go off track and how can knowledge help?
• How does living knowledge create confidence and autonomy vs. frustrating searches?
• What tools and resources can help organizations empower employees through knowledge?

Critical Insights for Knowledge-Centered Organizations

This episode explores the connections between engaged employees, customer experience, and knowledge management.

“When we start thinking about knowledge management in that way, it really is much more a holistic approach to making your business more cohesive versus, ‘hey, this is just another piece of software,’” explains Jamieson.

Instead of focusing on goals and tickets, create space for employees to grow. Knowledge builds confidence to serve customers and drive innovation. To create a thriving culture, put knowledge at the heart of the employee journey.

Links & Notes

• Maximizing Knowledge Management for Agent Effort & Productivity (uplandsoftware.com)
• Knowledge management supports your agents by reducing their cognitive load - RightAnswers (uplandsoftware.com)
• How to Improve Call Center Agent Performance - 6 Tactics (uplandsoftware.com)
• CX Accelerator
• Fusion: How Integrating Brand and Culture Powers the World's Greatest Companies by Denise Lee Yohn
• Primed to Perform: How to Build the Highest Performing Cultures Through the Science of Total Motivation
• Learning to Learn and the Navigation of Moods: The Meta-Skill for the Acquisition of Skills by Gloria P. Flores
• Customer Experience | CX Accelerator
• Send us a Question!

• (00:00) - Welcome to Connected Knowledge
• (01:09) - What is Employee Journey Mapping?
• (12:39) - The Operations Break-Down
• (18:24) - What's the Role of KM in Employee Mapping?
• (20:30) - A Day in the Life
• (26:53) - Making the Case for KM
• (37:26) - Learn More