Name: Knowledge Management for Customer Service – Start small, think big
Start: 2022-03-03T18:00:00Z
End: 2022-03-03T18:00:52.000Z
Location: BrightTALK

USU | Smarter IT Asset Management, FinOps & Customer Service Knowledge Management for Modern Service Teams

Welcome to the official USU BrightTALK channel—where business leaders learn how to cut costs, stay compliant, and grow smarter.

Whether you're managing software assets, optimizing cloud spend, or scaling support with ease—our sessions are built for real impact.

Here, you'll learn how to:
- Cut IT and SaaS costs with practical IT Asset Management and FinOps strategies
- Stay audit-ready across hybrid, SaaS, and SAP environments
- Align ITAM with ITSM, procurement, and compliance
- Empower agents and customers with AI-driven Knowledge Management

Improve CX, reduce handle time, and break down silos with connected knowledge

This channel is for ITAM managers, FinOps pros, CIOs, procurement leads, and CS operations leaders who want results—not buzzwords.

It’s straightforward, enterprise-focused, and packed with insight.

Subscribe and explore the smarter way to run IT and customer service.



From November 2025, Microsoft will eliminate volume discounts for online services, meaning all customers pay full list prices. For many enterprises, this could result in up to 13.5% higher annual SaaS costs. Without full transparency into your SaaS usage, you risk losing negotiation power—or worse, paying for tools no one uses. 
In this webinar, we’ll show you how to take control before these changes hit. Discover how to automate SaaS discovery, optimize your portfolio and strategically allocate your remaining 2025 budget—all while improving collaboration across IT, finance and procurement. 
Because managing SaaS spend isn’t just about cutting costs. It’s about making smarter decisions that deliver value.

Turn Q4 Budget into 2026 SaaS Wins.

AI is transforming how teams deliver support, service, and training. But if you're like most leaders, you’re asking: “Where do I even start with AI?”

Here’s the deal: AI isn’t magic—it needs fuel. That fuel is your knowledge base. If your content is messy or hard to find, AI won’t help much. But if you prep it right, AI can become your team’s most reliable and powerful tool.

You'll walk away with:
- A clear, step-by-step plan to get your knowledge base ready
- Confidence to lead AI initiatives in CS, CX, or employee training
- Proven tools and insights from global customer service leaders

Join our webinar to learn how to:
- Get started with AI—even if your content isn’t perfect
- Understand what “AI-ready” really means (it’s easier than you think)
- Clean up and structure your knowledge for better answers
- Use AI to improve your content (yes, AI can help prep for AI!)
- Rely on our USU AI Quality Guarantee for accurate, consistent responses

Is Your Knowledge Base Ready for AI? A guide for leaders in Customer Service, CX, and L&D to begin their AI journey!

Hear Directly from a USU Knowledge Management Customer!
Is your customer service ready to meet the unique demands of the financial sector? Join Jessica Leavitt from Deseret First Credit Union and Florian Schwingenschloegl from USU for an inside look at how advanced Knowledge Management tools are elevating customer experiences and empowering service teams to perform at their best.
 
In this session, you’ll hear how USU’s Knowledge Management platform has transformed Deseret First’s support operations, driving both agent productivity and customer satisfaction. From seamless self-service options to leveraging AI-driven insights, this session will show how modern KM solutions can help financial institutions resolve customer issues faster, simplify knowledge access, and reduce operational costs.

Key Takeaways:
- Self-Service Excellence: Discover how self-service solutions empower customers to find answers instantly, reducing the burden on support teams
- Streamlined Knowledge Access: Learn how a well-structured KM system improves response times and enhances agent confidence
- The Power of AI & Knowledge Management Best Practices: Explore how AI is incorporated to optimize information retrieval, making it easier for agents to provide accurate answers

If you’re looking to elevate customer service in a high-demand environment, this webinar offers valuable insights into achieving efficient, high-quality support that meets today’s customer expectations. Whether you’re in Customer Service, CX, or support operations, join us to explore best practices and tools that can drive impactful results for your team and organization. Watch now to learn how Knowledge Management can transform your service strategy!

Transforming Financial Customer Service: How Deseret First Credit Union Thrives with USU Knowledge Management

Explore the future of FinOps through the lens of USU in this expert-led session. We’ll break down the key insights from the State of FinOps Report 2025 and share USU’s perspective on how FinOps is maturing across organizations. Learn how IT Asset Management (ITAM) and FinOps are converging to create smarter, more efficient financial strategies for the cloud. We’ll also dive into future trends, opportunities, and the challenges that lie ahead as these disciplines continue to align. Don’t miss this opportunity to gain actionable insights from USU’s experience at the intersection of ITAM and FinOps.

FinOps 2025 – Trends and ITAM Synergy

Cloud costs spiraling out of control? We've been there. Our investors pushed for clarity, driving us to rethink our cloud financial management. In this session, we'll walk you through our real-world FinOps journey: why we needed a FinOps tool, how we picked the right solution for our multi-cloud setup, and the tangible results we're seeing today.
This isn't just theory. You'll get a behind-the-scenes look at our hands-on implementation and how we optimized our multi-cloud costs. If you're weighing FinOps solutions or simply need better cost control, this webinar offers a clear path.

You'll learn:
>> The actual reasons we jumped into FinOps.
>> Our precise process and criteria for choosing a FinOps tool.
>> The direct impact on our cost transparency, accountability, and optimization.
>> Straightforward insights and best practices from our own experience.

Building Your FinOps Roadmap: Lessons from Our Cloud Cost Transformation

Optimize Now: Agile IT Cost Control for Today’s Pressured Tech Teams
An uncertain economy. Potential rising tariffs. Budget cuts. A tighter job market. The pressure is real — and it’s hitting IT departments first.
In this timely webinar, you’ll learn how leading organizations are fighting back with smart, fast cost optimization strategies across SaaS and IT assets. If you're responsible for software spend, vendor compliance, or IT cost governance — this session is for you.
 
Who Should Attend?
This session is built for IT and business leaders at mid-size to enterprise organizations:
- CIOs / CTOs / CFOs
- Heads of ITAM, FinOps & Procurement
- IT Finance & Operations Directors
- Vendor & Compliance Managers
- Cloud & SaaS Cost Owners

Find Out the 5 Fast Wins in SaaS & ITAM Optimization!
What You’ll Learn:
- Where SaaS and IT spend is leaking — and how to plug it fast
- How to identify and eliminate shelfware (without triggering vendor audits)
- The role of AI and automation in hybrid IT cost optimization
- Real examples of organizations saving 5–7 figures through license visibility
- How to align your ITAM and FinOps efforts in a time of economic pressure

Watch the on-demand webinar today to hear more about these fast wins and be the hero of your department!

Cut IT & SaaS Costs Fast Amid Tariff Pressure: Real-World Tactics for SaaS and Asset Optimization

Webinar on Licensing, Migration Keys, and SAP Negotiations
Blend the Perfect Recipe for S/4HANA Success in Just 35 Minutes!

Are you ready to stir things up in your S/4HANA migration? Join our exclusive webinar and gain critical insights to navigate this essential transition with confidence. Nearly 20% of companies have already made the leap to SAP S/4HANA, and with the expiration date of maintenance for the old SAP ERP looming between 2027 and 2030, the clock is ticking.

In this power-packed session, our SAP expert, Estéban Rautureau, will serve up:
- Mastering S/4HANA Licensing: Learn how to optimize your investments and avoid common pitfalls
- Exploring Migration Options: Understand your choices post-product conversion cessation by SAP
- Cost Control through Authorization-Based Licensing: Discover strategies to manage and reduce costs effectively
- Effective Negotiation Tactics: Maximize the benefits of your contracts with SAP
- Audit Season Preparedness: Learn how USU can help you seamlessly manage your SAP audit season, taking the stress off your shoulders and ensuring compliance

Don’t miss this opportunity to gain a competitive edge and ensure a smooth transition to S/4HANA. Join the webinar and arm yourself with the knowledge you need to succeed.

Mastering Your S/4HANA Migration: Strategies for Success

Climbing Higher than ever before with FinOps in 2025!

As we wrap up 2024, it’s time to take stock of the FinOps landscape and chart a course for 2025. Join expert Robbie Plourde, FinOps Certified Technology and IT Transformation Executive at USU, in this 45-minute webinar as he ropes in the major milestones that defined FinOps success stories this year and how IT Asset Management (ITAM) can anchor your FinOps journey to new heights. Gain insights that will help you ascend 2025 with a firm grip on optimizing IT and financial operations. Gear up for success and explore the future of FinOps in this on-demand webinar. 

Join us to explore:

- The terrain of FinOps in 2024
- Current footholds in the FinOps journey
- Future trends in FinOps and ITAM to help you scale

Preparing for 2025: FinOps Trends and ITAM Synergy

Get the essentials on negotiating SaaS terms

SaaS licenses may be easy to implement but can expose you to risks and hidden costs. Make sure you are set-up for long term success. Knowing where to negotiate the finer details can save you on future cost increases for services, usage, data handling, and even cancellation. In this webinar we share the 10 things to look out for in your next SaaS contract negotiation.

10 Tips to Write Better SaaS Contracts

Looking for Clear Skies for Your Cloud Budgets?

Dive into the world of Multi-Cloud Management, where we examine the critical aspects of cost allocation and control, and highlight the importance of FinOps practices.

Discover actionable strategies to reduce your cloud spending and gain complete transparency through customized dashboards and reporting. Explore the possibilities of cloud cost optimization and experience real-life examples that demonstrate amazing savings potential.

Whether it's sunny or you need an umbrella, our expert Robbie Plourde will show you which tools are essential!

Your Webinar Weather Report at a Glance:

Cloud Management: Real-Life Examples
Typical FinOps Metrics and Success Measurement
Insights into Cost Allocation
Dashboards, Reporting Overview, and Optimization Opportunities

Cloud Cost Management: Cloudy with a Chance of Savings

Catch the crest of innovation in our webinar

Dive into the tide of innovation with our webinar, "Ride the AI Wave: Diving into the Future of AI in ITAM." This online event, steered by Robbie Plourde, USU's Global Principal Solution Engineer, offers a deep dive into the ocean of possibilities artificial intelligence brings to IT asset management (ITAM).

Ride the wave of AI advancement as we explore the depths of USU ITAM's cutting-edge AI technologies. You will navigate through the currents of AI-driven systems, showcasing how it not only makes the ITAM process a smooth sail but also anchors down significant savings in time, money, and resources.

As you chart the course with the ITAM AI Roadmap, you'll get a sneak peek at the next wave of innovations. This part of the session will shine a light on the future, illuminating the path for USU ITAM with technologies that promise to keep us riding high on ITAM evolution.

Whether you're already catching the AI wave or just preparing to dive into these waters, this webinar is your lifeline to mastering the swell of AI in ITAM. Watch to ensure your organization isn't just coasting but exceeding in the AI revolution within ITAM. Don't miss this opportunity to buoy your organization with the cutting-edge of AI.

Ride the AI Wave: Diving into the Future of AI in ITAM

Mastering SaaS with IT Asset Management
Join us for a webinar, where we'll help you ice down your SaaS expenses and discover how to freeze waste in its tracks! Learn how to skate through your SaaS environment with ease using Cloud FinOps and USU's powerful IT Asset Management (ITAM) tool.

We'll start by breaking the ice on SaaS waste and FinOps, showing you how these tools can make a frosty difference to your bottom line.

What’s SaaS waste, anyway? Uncover the reality of unnecessary SaaS costs. We’ll help you identify:

>The different types of SaaS waste (spoiler alert: it's a snowball effect if left unchecked!)
>Smart strategies to reduce waste and maximize your efficiency with the power of FinOps practices

Freeze SaaS Waste in its Tracks with Strategic Management

Fiori is the future: the user experience of an intelligent enterprise

The release of SAP Fiori will permanently change the way your company works, having already initiated a process called "the fiorization" of entire business processes. Supported by several tools and guides, both designers and developers can create applications in record time for any platform – to stay agile and keep up with the pace of market demands.

So what will this mean for your SAP license management? In this webinar, you’ll learn exactly how to optimize your SAP investment in the Fiori Era.

See how to:

-Get an overview of what impact SAP Fiori has on your license costs
-Identify which licensing model is best suited to your company's needs
-Build a checklist covering the most important things to consider when licensing SAP Fiori

The Ultimate Guide to SAP Fiori

Get more value from IBM Cloud Paks

Containers and hybrid cloud storage deliver agility, mobility, and operational efficiency. IBM has taken a new, more flexible approach to licensing with its Cloud Paks.

New technologies often bring changes in licensing requirements, so it’s more important than ever to understand your licensing options for IBM Cloud Paks.

In this webinar, you’ll see how to take strategic planning actions to:

-Measure and map what’s being used in container platforms
-Get more value from IBM Cloud Paks using the new licensing model based on Virtual Processor Cores (VPC)
-Determine if Virtual Processor Cores (VPC) is the most cost-effective option

Container Discovery & IBM Cloud Paks

Even Unlimited License Agreements (ULA) are not forever. So how do you get out of your contract? Oracle Unlimited License Agreements are not as unlimited as they seem. But often Oracle customers only realize this when they try to get out of their contract.

In this webinar, our speaker Daniel Meier will show you:

-How to successfully exit your ULA
-How to understand the obligations of your ULA
-Why terminating a ULA often leads to an audit
-How to develop strategies for a cost-effective exit

Learn what it takes to find the best possible exit path.

Exit with Success! End Your Oracle ULA Without Unnecessary Costs

As more organizations transition to a hybrid workforce, an AI-powered knowledge management solution is more vital than ever. Learn how to overcome customer service challenges such as information overload, siloed systems, and high call volume.

Get a first-hand look at these three industry use cases for knowledge management:

-Successfully using KM with core systems like Salesforce CRM or Genesys
-Using decision trees to guide agents to the correct solution
-Enabling KM-supported customer self-service via your website and chatbots

3 Knowledge Management Industry Use Cases to Improve Customer Service

Many professionals find that SAP License Management during and after the transition is the most difficult part of an already challenging migration process.

According to current surveys, 80% of SAP customers have either already transitioned to SAP S/4HANA, are in the process of doing so, or are planning a migration. 

In this session, our experts will arm you with the SAP licensing insights you need to make your S/4HANA migration successful and cost-efficient. We’ll discuss:

-S/4HANA migration best-practices from our customers
-The latest updates on SAP licensing from our experts
-Transparency on Digital Access
-Advice on measuring your Digital Access documents correctly with full audit trail

Your migration to S/4HANA can either be a great success or a financial disaster. It all depends on preparation, negotiation, and mitigation of financial risk.

S/4HANA & Digital Access: Mastering the SAP® Licensing Challenge

Professional Knowledge Management is more than just classic document management. It increases first call resolutions, shortens average handling time, and gets employees onboarded faster. Different companies have varied requirements for a professional Knowledge Management solution, such as:

-Fast, predictive searches to find up-to-date and quality assured information
-Managing content in multiple languages
-Offering e-learning
-Launching a chatbot
-Integrating a 3rd party software like Salesforce

USU Knowledge Management is purpose-built for service and can be customized for many use cases. Whether you're a medium-sized company or an international corporation, you can start small and easily scale up over time.

In our webinar, we take an in-depth look at how USU Knowledge Management can help you achieve your service goals.

You’ll learn:

-How Knowledge Management enables you to meet your service KPIs
-Options for scaling up service and channels over time with various modules
-A use-case based live demo of the system
-Best practices for KM from other successful companies

Knowledge Management for Customer Service – Start small, think big

Knowledge Management

Customer Service

Customer Success

Customer Support

Document Process

Salesforce

Chatbots

Agent Productivity

Call Center

Contact Center

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Cloud computing has exploded over the past few years, delivering a previously unimagined level of workplace mobility and flexibility. The cloud computing community on BrightTALK is made up of thousands of engaged professionals learning from the latest cloud computing research and resources. Join the community to expand your cloud computing knowledge and have your questions answered in live sessions with industry experts and vendor representatives.

Cloud Computing

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

The data center management community focuses on the holistic management and optimization of the data center. From technologies such as virtualization and cloud computing to data center design, colocation, energy efficiency and monitoring, the BrightTALK data center management community provides the most up-to-date and engaging content from industry experts to better your infrastructure and operations. Engage with a community of your peers and industry experts by asking questions, rating presentations and participating in polls during webinars, all while you gain insight that will help you transform your infrastructure into a next generation data center.

Data Center Management

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

Join thousands of engaged IT professionals in the application management community on BrightTALK. Interact with your peers in relevant webinars and videos on the latest trends and best practices for application lifecycle management, application performance management and application development.

Application Management

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

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Network Infrastructure

Welcome to the big data and data management community on BrightTALK. Join thousands of data quality engineers, data scientists, database administrators and other professionals to find more information about the hottest topics affecting your data. Subscribe now to learn about efficiently storing, optimizing a complex infrastructure, developing governing policies, ensuring data quality and analyzing data to make better informed decisions. Join the conversation by watching live and on-demand webinars and take the opportunity to interact with top experts and thought leaders in the field.

Big Data and Data Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Customer Experience

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

The accounting and tax community on BrightTALK features relevant content around tools and strategies for tax planning, internal controls, auditing and more. Join the conversation by engaging with accounting and tax thought leaders and accountants and asking questions during live webinars and round table discussions on tax and auditing topics.

Accounting and Tax

Internal audit and compliance professionals are facing increasingly stringent regulatory requirements when it comes to compliance reporting and internal control procedures. Join the audit and compliance community to learn best practices from thought leaders on topics such as regulatory compliance, internal audit checklists and audit program strategies.

Audit and Compliance

Get powerful market trends insights that are shaping the M

Mergers and Acquisitions

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

Get powerful procurement and sourcing insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which strategies are proving to be the most effective for managing vendors, improving performance and reducing cost.

Procurement and Sourcing

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Knowledge Management for Customer Service – Start small, think big

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