Thanks very much, Mary Dee, and thanks everyone for having me today. So, yeah, the title of the, webinar suggests over the next twenty minutes, we’ll tackle the knowledge management ROI challenge. So, ultimately, what we wanna do is help you prove funds and scale knowledge management programs that will generally impact your business or the businesses that you’re working with. And a bit about who Market Logic are before we get into it. So Market Logic, we help the most innovative global brands. So you can see some of them here, showcased, and we help them run insights driven operations. So over the past fifteen years working with over one hundred global customers across a wide range of verticals and over one hundred and fifty integrated partners, our SaaS platform is ultimately built, for insights. And if you’ve heard of Market Logic, you’ve probably heard that because of DeepSights. So I think, this has been one of the key, you know, dry drivers of value for customers that we’ve launched, over the past year. So DeepSights is our purpose built AI tool for insights. So it allows customers to get, trusted insights much quicker than they’ve ever been able to before. And I think that trusted insight is key to why customers work with us. So you can ask your business questions, and it only provides the answer based on your trusted sources that you’ve integrated within the platform. And you can easily check the sources, call out, and it provides watch outs and things like that for you as well. And then I think one thing, you know, we work with these hundred plus global brands. And I think one of the things that rings true from speaking to them every day is that they’re feeling more and more pressure to anticipate consumer moves in real time. And one thing we often say at market logic is that our goal is to transform insights into impact. And ultimately, I think that’s our North star market logic. And so speed counts, but only when insights are trusted, shared, and applied at scale. And before I joined Market Logic, I worked at Nielsen, which seems like a long time ago now, but I worked there for ten years. And I’m pretty sure they had the exact same slide when I started there back in twenty eleven. But I feel every year, these challenges get tougher and tougher for our customers. So most organizations are still drowning in scattered knowledge, with over forty percent of strategic decisions skipping existing reach research altogether. So they’re really going on their gut feeling to make these important decisions. And this is what, at Market Logic, we call the insights disconnect. And we’ll see. I’ll quickly show you how we do that so the ROI part will make sense. So our DeepSights platform was purpose built to support this very transformation c I t CMI teams are going through, taking these teams from insights providers to strategic growth partners. If you start along the bottom so the the first thing we do with these customers is to centralize all of their knowledge and insights into one place, connecting primary, secondary data from agency partners you work with and all your structured and unstructured insights into one single trusted hub. So it’s that one source of truth for a customer to find their insights. And so by removing these data silos, putting all of their knowledge into one place, we create that single point of truth, for anyone in the business to access. Then we move into democratizing that access so that stakeholders across the business can access insight on demand, self serve, and then act on knowledge instantly without needing to wait a response from insights teams. So from the insights organization, it allows you to synthesize faster by leveraging both human and AI collaborative tools to surface key themes, trends, or opportunities for extremely complex datasets, and it will allow you to automate key insights, workflows, or jobs to be done leveraging our always on agents that are purpose built to support repeatable jobs such as concept generation, trend scanning, market monitoring, you name it. Yeah. We can help you build those agents. And these agents are designed to reduce manual effort and allow you to accelerate the time from insights to impact so your teams can focus on that more strategic thinking. And the results, ultimately, a continuous learning organization through always on insights, engines embedded in your day to day workflows capable of transforming knowledge into real impact. And, yeah, I think this slide’s up when I first saw it. It’s a bit scary or intimidating. So don’t worry. First of all, it’s not as complex as this looks. I think the point here is that ROI can mean many different things depending on who you’re trying to influence. So on one side, on the left, it can be all about how to be more efficient and see if cost that way. But more and more, we’re being tasked in how knowledge management and insights can directly influence revenue growth for business. And I think at the moment with the AI topic on every leader’s agenda, we see this clearly as we embed tools like Copilot or DeepSights in our case, making teams and people more efficient. And then now with the Gentic AI being the hot topic and, you know, we see how quickly that’s moving. I think this is where we can start seeing more and more impact in terms of revenue growth for companies. Ultimately, when we speak about ROI, it’s by understanding your objectives. We focus our efforts into the right places and showcase how a solution impacts the metrics that matter to you the most and matter to the leadership the most. So to get started, this is where I would say we would begin to focus. So we have four initial pillars that we focus on. The first one productivity gains. So that’s time saved searching and answering questions. Then IT cost savings, reducing the number of storage locations, reducing maintenance costs and improving your systems efficiencies, improve sales. How do your insights directly lead to better decisions, better innovation, better innovations, and better or increased revenue? And then there’s the research cost optimization. So we’ll touch on that as well a bit later. It’s really around reducing duplicated research, ensuring teams reuse research that already exist and making your research process much more efficient. And the impact of measuring and showcasing your ROI is simple. What gets measured gets funded. For making insights, teams themselves more productive, more efficient, and reducing research wastage. We see knock on effects throughout the business of a well structured knowledge management system. And then from IT cost reductions to faster onboarding to insight led decisions impacting our customer strategy. And I think one simple example, I think we can all resonate, with this per guy in the image. So how often on a day to day basis do you find yourself needing a quick figure, a slide, a presentation, and you spent too long searching through Teams chats, folders, everywhere until you end up having to go and message someone on Teams or ask someone, do you have this? So with DeepSights, all of your knowledge is stored in one place. You can simply ask the AI your query, and then you’ll get an answer based on those trusted insights that, are within the tool within seconds. And on average, employees lose one point eight hours every day hunting for information. And insights teams, we have roughly ten hours a week answering repeat questions. So cutting that in half frees up entire FTEs for value added work. And you can see here how quickly you can calculate these kind of productivity gains from using a tool such as DeepSights. And then moving on from more anecdotal stuff to evidence, we’ve actually recently commissioned Forrester Consulting to run an independent total economic impact study on DeepSights, which has just come out on Friday, and we’ll be sharing a link to that later on. But how they did this? So they interviewed senior decision makers with our customers. So they had lots of interviews understanding, you know, what the benefits of DeepSights have been to their businesses, where their challenges are, and ultimately trying to understand, you know, how it’s impacted their business. And from this, they’ve modeled a thirty five billion dollar CPG firm with sixty thousand employees and then stress tested the benefits and risks and costs. And so these were the key findings from that piece of research that Forrester did with us, and we’ll go through some of these in detail. But when I first saw this, like, hands up, who would like to take this to their bosses before the end of year review? Obviously, these figures are based on that composite company within the study, but these are the kind of figures that we get to work on with our customers and get to help them share with their leadership that these are the kind of impacts and knowledge management tool that’s well set up can make on a business. And we’ll go into these in a bit more detail now. So with DeepSights, you can see here a little example of DeepSights on the right hand side. So as I said earlier, you can ask a simple business question or a more complex one, and then it will look at all of the information in the platform, provide you with a gen AI answer based on that trusted research, and then you can investigate further looking at the source citations, looking at further reading, creating bigger reports from this. So ultimately, what that does, users no longer waste time searching for information, reading multiple files to compete compile information. They can answer their business questions in seconds, and the answers are based on those insights that they trust and that you, as a company, have control over. So what the findings were was that DeepSights cuts the time to answer for more than ten thousand annual insights request by ninety seven percent by year three. And that gave a saving of two point three million dollars in labor over those three years. And I’d say that reduction in labor costs, I think, causes concern sometimes when we bring that up, but I’d say it’s more rather than cutting labor. It’s more about repurposing effort. So it allows insights teams to move from order takers. So getting questions like, do you have this report? What’s the latest trend on this topic? Moving away from those kind of basic requests to working on what you wanted to be doing in insights, which is adding value, and impacting the overall business. And then when information siloed, which is a huge challenge we see with the global companies we work with, so information stored in SharePoint. So for this market in one place and no one else has access to it, for example. And this creates a huge amount of waste when it comes to market research. So either studies are hidden away in folders somewhere, someone’s left the company and didn’t share it before their last day, or teams across markets or regions don’t have access to each other’s, insights within these folders. So by removing these barriers altogether, teams can review what research has already been done before they commission new research. Even if they do need to do a new piece of research, they can actually refer back to that old one, take the learnings, and then build on those two before going into the next phase. And then I think one, if you wanna get your IT teams and your good books, we see this more and more frequently now with so many tools for similar purposes or legacy tools that are just no longer necessary. So by consolidating solutions, we can help reduce IT costs and reduce your spend in that area as well. And what they find there was that overall, there’s an impact of a fifty percent cost reduction on IT tools. And I think this is particularly relevant if you work for, you know, a global company or your business you think has particular issues with data silos, or if you’re looking to access newer emerging markets. So when teams are dispersed across markets or business groups or however you’re structured, knowledge sharing can often be a really challenging thing to do effectively. So these teams can really benefit greatly by accessing insights which already exist as they often can be relevant for their markets. These allow those teams to assess their market with a much higher level of confidence and then impact the on the revenue in these regions can be significant with up to three percent growth directly attributed to the use of DeepSights. And for this one, when I was looking at what’s the talking point on this, I think the code says it all. So this comes directly from one of our customers. In terms of innovation, development, advertising, market review projects, we went from taking on average six months to taking half the time. So immediately, you can see that fifty five percent effort in savings, which equates to almost a million dollars over those three years. And then when you add all of these factors up, we can get the full picture of the savings that are made. So with an ROI of over four hundred or with an ROI of four hundred and eleven percent for the three years, you can repay that initial investment you made with us in a matter of months. And just to bring this to life, this is a use case we had from a customer customer of ours recently. And they actually did a bit of an AB test to really understand the impact it was having. There’s a lot of more case studies similar to this in our website. So please have a look there because there’s a lot across different verticals and industries and use cases. But I think this is a great example and one that really brings our ROI story to life. So this is a global pharma client that we work with, and they did this AB test with two of their teams. So one using a more traditional approach and then one using DeepSights. So one team, team a, using the traditional approach, ended up commissioning a new piece of research to answer their business question. They recruited a sample of fifty patients, had to survey them, run the analysis, and that took three months to do and cost them somewhere between fifty and a hundred k. And then the second team, they were given DeepSights within their platform, and they find multiple pieces of research that already existed, which helps to answer that business question. So instead of commissioning this new piece of research, this meant they fully utilize that existing research, meaning they spent no money and to pull together all of their analysis, present their findings and recommendations to the business, all happened within under three weeks. And they’re actually able to make a use of a bigger sample size, meaning a more robust recommendation in their eyes. So we include the time savings of this and the reduction in duplicated research. We can see how quickly these things add up in terms of ROI. And then just to look as well at that particular customer and their growth over time. So I think their journey has been quite exciting to watch. So in twenty twenty, we started with a really small group of users within their insights team. We’ve slowly expanded within their business, within insights to other regions, and then launching out to their wider business where now everyone has access to this. And we would say they fully democratized insights within their business. So by constantly, you know, having that ROI story, taking it to their executive sponsors with a platform such as this can bring, together, we’ve now grown to over ten thousand users who access our platform each year. And each of these users are accessing insights in a more efficient way, reducing their time to insights, avoiding duplication, and also avoid avoiding those IT costs. So we have a great story together with this customer to take to their business internally. There are a few additional resources as well. So just to point you towards those, the Forrester total economic impact report, we’ll share some links. I think there’s some emails coming out tomorrow, but, yeah, I urge you to go and read this because it’s really interesting article and really will help you start to build that ROI story that you’re looking to do. And then finally, also on our website, we have a knowledge management ROI calculator. I’d say this is a starting point. I wouldn’t say this is the final point to take, yeah, to your leadership team. But if you wanna start proposing knowledge management within your business, I think this is a great starting point just to get a rough idea of the kind of savings you can make. And then, of course, we’d work hard with you to kind of bring those to life as well. And that’s everything for me.
Event Description:
Organizations want to know that their money is well spent. Measuring the ROI of KM involves identifying Key Performance Indicators, collecting data, and demonstrating the value of KM in concrete terms, including employee productivity, customer satisfaction, new ideas generated and their successful implementation, and cost savings.
In this webinar, we’ll be discussing best practices and future developments around delivering ROI with your knowledge management systems:
- Best practices for measuring and communicating impact, from productivity gains to research spend reduction.
- Real-world examples of ROI use cases from across the Pharmaceutical, Retail, and CPG industries.
- What are the key business value drivers for organizations using KM in a Support & Service context?
- How and where does knowledge drive business value across support organizations, and how can that value be measured?
