| Last year | This year | Lightouse Platform | What we do |
|---|---|---|---|
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Who are the Spice Girls?
Scary, sporty, ginger, posh and ginger
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When was Lighthouse implemented in MRT and BC
KM team was recruited mid Jan, trained in Feb 2025 and created content and implemented system within 3.5 months
This milestone event happened at the end of May 2025
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What is a search?
Users see me approx 70,000 time a week
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What is Kenny's?
Kennys No1 chicken shnitzel roll customer. A solid 7.5 out of ten rating
You'll find Allan here on every office day at lunchtime
|
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Who is PJ?
PJ has gained some new friends this year to take some load off!
Before 2025, they were the only one managing all knowledge management across MUFG and Concentrix
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What does the KM team do each month ?
BAU work is the daily grind of keeping the KM system up to date!
Create ~40 articles, and process ~150 feedbacks
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What is a scenario?
We love to take any oppourtunity to turn content into a self-guided path. Scenarios help agents only see the information relevant for their situation.
Content type that utilises a flowchart to create a step-by-step article with images
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What is Lighthouse uage reporting ?
A weekly chat of "Can you stay on the line to help with this weeks report" - We cant wait until this is more automated / less spreadsheet heavy.
Enhancements and access to these will assist management
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Who are Bros?
When will I be famous?
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What are Lighthouse demonstrations
Since the creation of LH we have given many different groups demonstrations of how the system could benefit their business group. We have the demonstration down to a fine art.
These sessions help prospective groups “see the light” for KM
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Who is Spider-Man?
With great power comes great responsibility
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What is the leaning tower of Pisa?
it tilts at 3.97 degrees at the base
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What is MRT
MRT have only started using a proper knowledge tool with the introduction of Lighthouse. Meaning it was extremely difficult to search and locate the information the agent was looking for. What a turn around!
Last year this team housed all their processes in PDF's on a Sharepoint Library
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What is the KM Jira board?
Thanks to Kyle for working tirelessly on our Jira board and Noel for making sure we "have a ticket for that"
Without this, tracking ownership and progress across tasks would be nearly impossible
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What is a tab?
In CKM , agents often had to reference separate pages across multiple menus to service one customer enquiry. In Lighthouse, we now use these in a single page to make it quicker to find and navige to related content .
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Who is Kyle?
Gotta get those gains
At around noon each day, this person priotises physical fitness over lunch
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Who is Noel?
Then went onto be be actively involved in contract deliberations, IT approvals, vendor training & implementation plans and recruitment of KM team
Who recommended to AS management that Lighthouse be selected as our corporate KM system after an extensive review ?
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What are Business Rules?
Allan is the self proclaimed Business Rule expert, a tightly guarded role (and tracking spreadsheet)
It caused Allan to go grey in the past 6 months
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What is a content owner?
We have 58 of them who are responsible for approving different lighthouse content
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Who is PJ?
PJ worked tirelessly, with a group half way across the world in a different time zone to get the migration completed.
They managed to co-ordinate the merge of over 1500+ CC articles from CKM into Lighthouse
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