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How COVID Accelerated KM Transformation at PwC

Produced by Steve Nathans-Kelly

Covid has, without a doubt, upended organizations throughout the business and technology sphere. At KMWorld 2022, PwC KM leader Alina Rafaila discussed the evolution of KM within the organization during this time.

“COVID came, an unprecedented crisis, and that’s when our leaders realized that knowledge management is like air, you don’t appreciate it until you don’t have it,” she said.

PwC’s systems were too clunky to respond at the speed they had to react, she explained. Within two days, they mobilized the network. When COVID became the new normal, they took lessons learned to build the ESG tracker.

From 2021 on, PwC will continue its transformation. The company is looking in five directions: people, content, collaboration, technology, and governance.

“We train our people and reinvested in client driven content,” she said. “We accept chaos in a way because we are in 60 territories with over 600 knowledge sources, we aren’t going to be able to integrate all.”

PwC invented a knowledge map to enrich knowledge discovery.

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