A Focused KM Strategy for Search and Metrics Combats Chaos at Ruckus Networks

Published On:
May 27, 2020
Authored By:
APQC
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Ruckus Networks, a wired and wireless networking equipment and software provider, is no stranger to disruption. But despite multiple acquisitions and technology migrations over the past 5 years, it was able to relaunch its KM program and deploy a new, AI-driven search tool for customer support. As part of APQC’s KM Conversations Webinar series, Alan Grohe, knowledge manager at Ruckus Networks, and Alistair Field, customer success manager at Coveo, shared Ruckus Networks’ journey to drive better KM results along with the technology, goals, and measures behind this effort. This article summarizes their presentation.