Services
Knowledge Management Consulting
Practical, end-to-end support tailored to your needs.
From discovery to delivery, I guide you through people, process, content, and technology, helping you design and embed KM solutions that make a real impact.
- Workshops and stakeholder engagement
- Solution design and implementation support
- Always aligned to measurable business outcomes
KM Assessment & Benchmarking
Know where you stand and where to go next.
A full health check of your KM environment, benchmarked against industry best practices and maturity models.
- Review of tools, processes, content, and behaviours
- KM maturity scoring and gap analysis
- Actionable roadmap with quick wins and strategic recommendations
KM Strategy & Roadmapping
A clear plan for turning knowledge into business value.
Whether you’re starting fresh or pivoting your KM direction, I help you build a focused strategy that drives results.
- Vision and goal setting tied to CX priorities
- Phased roadmap with timelines, governance, and roles
- Business case development for internal buy-in
Knowledge Base Design & Optimisation
Make answers easy to find, every time.
Design and improve your knowledge base to support both agents and customers.
- Information architecture, taxonomy, and findability improvements
- Content audits and clean-up
- Optimised search and self-service experiences
Content Strategy & Governance
Keep content relevant, trusted, and customer-focused.
Strong KM isn’t just about having content, it’s about managing it well.
- Define content lifecycle: create, review, update, retire
- Roles and responsibilities: authors, SMEs, reviewers
- Embed feedback loops and performance tracking
KM Coaching & Advisory
Independent, experienced support to guide your team.
I provide 1-on-1 or team coaching to help internal leaders and KM champions succeed.
- Ongoing advisory support
- Strategic input for governance, tooling, and adoption
- Grow internal KM capability without a full-time hire
KM Adoption & Agent Enablement
Turn knowledge into everyday action.
Support for embedding KM practices into frontline workflows.
- Custom training and onboarding
- KM adoption campaigns and toolkits
- KM champion networks and culture change guidance
Tool Selection & Implementation Support
Choose and implement the right KM tools, without regret.
Get vendor-neutral advice and hands-on help selecting and launching KM platforms.
- Requirements gathering and tool evaluation
- RFP/RFI support
- Implementation guidance and success planning
KM Content & Best Practice Sharing
Inspire and upskill your teams with great KM thinking.
Deliver fresh knowledge insights across your organisation.
- KM blogs, toolkits, and thought leadership pieces
- Internal newsletters, webinars, and learning content
- Promote knowledge-sharing culture and engagement