John Chmaj

Sr. Director, Product Strategy, Knowledge Management

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.

At CSI John co-chaired committees that created the Knowledge-Centered Support Strategy, the Multi-Vendor Support Model, and the Incident/Solution Exchange Standards. He has been acknowledged as an Industry Innovator by CSI and has published many papers and articles in Knowledge Management. His primary interest is in the effective creation and use of support knowledge to improve the customer experience and optimize the support process. 

KMWorld Connect 2021

KMWorld 2019

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