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Slow & Steady Wins the Customer
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Insider tips: Thomas Reby from eBay on Getting Incremental Value Over Time from Knowledge Management

Today’s retail environment is more competitive than ever before. In this podcast exclusive Thomas Reby, Global Head of Knowledge Management at eBay, shares his insights on utilizing the benefits of knowledge management to improve the customer experience. Reby discusses how knowledge management can go beyond the organisation to forums and crowd-sourcing and how a mind shift is required to truly gain the rewards of implementing knowledge management within a retail organisation. Finally Reby covers some of the key customer experience challenges and what he has learnt from developing a knowledge management strategy.


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