John has worked for over 30 years in the field of Knowledge Management for Support & Service. He is currently Senior Director for KM Strategy at Verint. He has had KM-focused roles in many organizations including KANA, Microsoft, Lotus, Knova, Primus, and the Consortium for Service Innovation (CSI). He has worked in all phases of the customer support process, including telephone and online support, technical writing, knowledge management, applications development, and worldwide knowledge systems design.