Happeo Unmuted, Episode 8 - Creating a Learning Organization with Knowledge Management, AI, & Culture
Happeo Unmuted
Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Martin Hobratschk to discuss the evolving world of knowledge management. From the balance between centralizing knowledge and empowering experts, to leveraging AI for real-time insights and driving measurable impact, this episode is packed with actionable tips for anyone looking to make knowledge work for their organization.
Top 5 Takeaways from Happeo Unmuted with Martin Hobratschk
1. Start with a thorough assessment and a clear strategyBefore diving into tools or processes, it’s crucial to understand what you already have. Martin emphasizes, “The first step always has to be do a real good thorough assessment of what you've got now… really understand what tools are out there, what is in those tools, what is the state of the content, and what problems it solves.” Once you’ve identified gaps, focus on solving the highest-impact problem first. Start simple and iterate. Build a roadmap not just for the next six months, but with a vision stretching out multiple years.
2. Centralize knowledge but empower decentralized expertsA single source of truth is essential, but the content should come from those who have the expertise. Martin explains, “The true experts are the ones who should be responsible for maintaining that knowledge… making knowledge sharing as much as possible a function of everybody’s job.” By integrating KM into the daily workflow of subject matter experts, organizations ensure accuracy and relevance without overburdening staff.
3. Measure impact, not activityCreating knowledge isn’t enough—you must track how it drives real outcomes. Martin highlights, “You can put metrics in place to say we created 2,000 new knowledge articles this year, but were they actually used? Measure how things are being used… that’s a better measure than just counting articles created.” Focus on KPIs like first contact resolution, average handle time, and customer satisfaction to demonstrate tangible ROI.
4. Leverage AI to enhance, not replace, human knowledgeAI can be transformative, from surfacing relevant content to identifying knowledge gaps. Martin notes, “AI is so much more than just creating and sharing. You can use it to analyze your knowledge base, find areas for improvement, and suggest ways to improve that… but always keeping a human in the loop.” AI-powered tools can also provide real-time guidance during customer interactions, highlighting contextually relevant updates without relying solely on search.
5. Cultivate a learning and knowledge-sharing cultureThe most successful KM programs come from mindset change, not just systems. Martin says, “Knowledge management is something you do for people, not to them… continuous learning is continuous improvement.” Organizations need to incentivize knowledge sharing, celebrate champions, and make learning part of everyday work. A culture that values employee knowledge translates into better service for customers and higher engagement internally.
