Welcome
Simplifying Knowledge Management to Elevate Customer Experience.
Your Independent Guide to Knowledge Management Success.
What I Do
All About Gary Wyatt
With over 25 years of global experience, Gary is an award-winning Knowledge Management consultant who helps organizations unlock the full potential of their knowledge.
He has worked across industries, countries, and languages, bringing practical KM solutions to a wide range of business challenges.
Gary specializes in using Knowledge Management to improve Customer Experience. By making the right knowledge available to the right people at the right time, he enables teams to deliver faster, more consistent, and more satisfying experiences to their customers.
His approach is hands-on, collaborative, and focused on delivering measurable results. Whether you're building a KM function from the ground up or enhancing existing practices, Gary brings the clarity, experience, and insight needed to drive real impact.
Let’s explore how better Knowledge Management can lead to better customer experiences and better business outcomes.
Results that speak for themselves
Gary has successfully led multiple Knowledge Management deployments, each focused on driving real, measurable business outcomes. Below is a snapshot of the impact KM has made across industries.
🔹 Improved Customer Experience
- 24% increase in first contact resolution for a leading media and telco provider.
- 11% reduction in customer escalations at a major telecom company.
- 18% fewer retail-to-call-centre escalations, improving overall CX continuity.
🔹 Greater Operational Efficiency
- 30% reduction in average handle time at a financial services call centre.
- 30% faster time to competency for new agents at a global telco.
- Consolidated 50+ information sources into a single source of truth for a major media organization.
🔹 Increased Business Performance
- 10–15% uplift in sales for a leading retail client.
- 50% reduction in mobile phone returns through improved knowledge availability and agent accuracy.