Services

Knowledge Management for Customer Service

Practical, independent KM expertise to improve frontline performance, customer experience and AI readiness.

Whether you're starting your KM journey, fixing an underperforming knowledge base, transforming your existing KM capability or preparing for AI, I can help you identify what needs to change and build a practical plan to make it happen.

Why GW Knowledge?

25+ years of practical KM experience
100+ KM deployments
Customer-service specialist
Global enterprise experience
Vendor-neutral
Focused on measurable outcomes

I've worked on KM from both sides of the problem, as a frontline user and as the person designing and leading enterprise KM strategies and technology transformations.

KM Discovery & Assessment

Understand where your knowledge is holding you back.

A practical assessment of your people, processes, content and technology, identifying the biggest opportunities to improve customer and frontline experience.

Includes:

KM maturity assessment
Stakeholder interviews/workshops
Content and technology review
Governance assessment
Gap analysis
Prioritised roadmap
Quick wins

Woman leading a diverse team meeting in a bright office.

KM Strategy & Transformation

Build a KM strategy that delivers measurable business value.

Includes:

KM vision and strategy
Operating model
Governance
Roadmap
Business case
Stakeholder engagement
Technology strategy
Implementation support

Hand pointing at a rocket symbolizing business growth.

Customer-Service Knowledge

Turn knowledge into better frontline performance.

Help organisations improve the knowledge experience for agents and customers.

Includes:

Knowledge-base design
Information architecture
Taxonomy
Content strategy
Search/findability
Self-service
Agent enablement
Content lifecycle/governance
Knowledge adoption
Performance measurement

AI-Ready Knowledge

Prepare your knowledge for AI.

I help organisations create the knowledge foundations needed for trusted AI-assisted customer and employee experiences.

Includes:

AI knowledge-readiness assessment
Content quality and structure
Taxonomy and metadata
Knowledge governance
Retrieval/findability
GenAI use-case identification
AI/agent-assist readiness
Human + AI knowledge workflows

Additional KM Support

Coaching & Advisory
Strategic support for KM leaders and teams.

Technology Selection & Implementation
Independent, vendor-neutral advice on KM platforms and implementation.

Adoption & Enablement
Helping teams embed KM into everyday workflows.

Proven KM impact

+24% FCR
-30% AHT
-30% time to competency
50+ sources → 1
-18% escalations

Real-world results from KM programmes across customer service, financial services, telecoms, housing and retail.