Kinaxis® Inc. (TSX:KXS), provider of RapidResponse®, the recognized leader in digital supply chain management for concurrent planning, has won the Customer Education Management Association (CEdMA) Innovation Award for the Kinaxis Knowledge Network, a self-service, digital knowledge experience that curates expert-developed content using artificial intelligence (AI) and machine learning (ML). The result is an enhanced customer experience that provides faster time to knowledge and value.
The CEdMA Innovation Award recognizes creative thinking for out-of-the-box approaches to knowledge and education in high tech companies. The award focuses on more than just technology; it rewards teams for fully executed projects that found an innovative approach to solve a real-world problem. CEdMA presented Kinaxis with the award at a ceremony at the CEdMA Training Leadership Conference on Oct. 16.
“CEdMA members are seeing first-hand the blurring of lines between customer success, customer experience, adoption, enablement, and customer education and are excited about the possibilities presented by AI/ML,” said Pat Durante, CEdMA President. “The team at Kinaxis embraced these disruptive forces and went beyond traditional education services boundaries to create an innovative solution that surfaces the most relevant expert-developed content at the right time, empowering customers to gain knowledge through self-service, ultimately elevating the customer experience and increasing support case deflection. I am thrilled to recognize their efforts with the 2018 CEdMA Innovation Award.”
With the company’s ongoing high growth, the Kinaxis knowledge services team needed to find an innovative and scalable solution to meet the changing needs of the organization. The solution was the launch of the Kinaxis Knowledge Network, a single point of access to digital knowledge curated from expert sources across the company, as well as partners, and the customer community. Backed by powerful natural language search capabilities enabled by AI and ML, the network provides increasingly relevant and personalized results with each interaction. In the four months since its launch, users of the Kinaxis Knowledge Network have conducted more than 26,000 searches, surfacing more progressively relevant results within seconds.
“As Kinaxis grows, the demand for the right knowledge at the right time is growing exponentially. Our stakeholders challenged us to help them more quickly and easily find the information they needed to succeed,” said Lauren Thibodeau, VP Knowledge Management. “We wanted to dramatically accelerate time-to-value for our growing community of global customers, partners, and employees so they could continue to deepen their Kinaxis expertise over time.”
“Kinaxis is focused on continuous innovation across all functions of the company to help customers achieve maximum outcomes, and the Kinaxis Knowledge Network is a perfect example,” said John Sicard, CEO of Kinaxis. “By building a knowledge system based on AI and ML capabilities, the Kinaxis Knowledge Network puts the customer at the centre of the search experience which results in faster access to more personalized and increasingly contextual results to help them make the most of their RapidResponse investment.”
Certain statements in this release constitute forward-looking statements within the meaning of applicable securities laws. Forward-looking statements include statements as to Kinaxis' growth opportunities and the potential benefits of, and demand for, Kinaxis’ products and services. These statements are subject to certain assumptions, risks and uncertainties, including our view of the relative position of Kinaxis' products and services compared to competitive offerings in the industry. Readers are cautioned not to place undue reliance on such statements. Kinaxis' actual results, performance, achievements and developments may differ materially from the results, performance, achievements or developments expressed or implied by such statements. Risk factors that may cause the actual results, performance, achievements or developments of Kinaxis to differ materially from the results, performance, achievements or developments expressed or implied by such statements can be found in the public documents filed by Kinaxis with Canadian securities regulatory authorities. Kinaxis assumes no obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise, except as expressly required by law.
Established in 1991, CEdMA is the premier professional networking organization for training executives, managers, and professionals on a management path within hardware and software technology companies. CEdMA’s over 300 members, representing more than 90 technology companies, benefit from a range of exclusive services including bi-annual industry surveys, annual conferences, monthly newsletters, an “ask the members” forum, and special interest groups. Follow us @CEdMANews. For more information about CEdMA, please visit www.cedma.org or contact Donna Weber at firstname.lastname@example.org.