Imagine a support agent lost in a maze—too many tools, not enough answers, and frustration simmering on both ends of the line. Now flip the script: the answer appears before the question is even finished. Not magic. Not luck. But the result of a system designed for knowledge to flow, not stagnate.

This week, Pete Wright welcomes Karen Holliday, VP of Solutions Consulting at Upland Software. Karen doesn’t see scaling support as adding more people, but as removing obstacles—engineering a world where information finds you, not the other way around. Her metaphor is perfect: AI isn’t a replacement, it’s a forklift—amplifying what humans do best, and letting them build more, faster, smarter.

Together, Pete and Karen dissect where support systems really break (hint: it’s always the knowledge), and why integrating knowledge creation into daily workflows—think Knowledge-Centered Service—does more than just reduce friction. It changes the culture. The conversation leaps from abstract theory to lived experience, including a story of a major financial institution that slashed support times just by connecting their knowledge dots.

If you think scaling support is about quantity, think again. This is a conversation about what happens when knowledge flows effortlessly—swift, seamless, and, ultimately, more human.

Links:

• Upland Software
• Panviva Knowledge Platform
• RightAnswers Knowledge Platform
• Submit your Questions!

• (00:00) - Welcome to Connected Knowledge
• (00:51) - Introducing Karen Holliday
• (04:04) - AI • Reshaping Knowledge Management
• (12:02) - KCS
• (18:34) - The Upland Approach
• (20:56) - The Client Story

Let’s start with a simple question: What happens to knowledge after it solves a problem?

In most organizations, the answer is… nothing. It dissolves into a Slack thread, hides in an inbox, or retreats into the quiet privacy of someone’s memory. But what if knowledge could do more than disappear? What if it could evolve?

This week on Connected Knowledge, Pete Wright sits down with Lana Kosnik, a certified KCS V6 trainer and consultant, to explore the intricate dance between knowledge and culture. Through the lens of Knowledge-Centered Service (KCS), they examine a radical idea: that documentation is not just an archive but a living system. And like any living system, it needs maintenance, coaching, feedback—and, above all, belief.

What unfolds is a conversation about loops—not linear progressions but circular processes of solving and evolving. About coaching not as performance management but as a kind of apprenticeship. About AI not as a threat but as a student learning from the stories we already tell.

There are numbers here, too: faster resolutions, greater self-service, rising satisfaction. But beneath the metrics is something deeper: a shift in how we define expertise, authority, and the very act of knowing.

Links & Resources:

• Learn more about RightAnswers
• Book a demo to see RightAnswers in action!
• Connect with Lana Kosnik on LinkedIn
• Submit your Questions!

• (00:00) - Welcome to Connected Knowledge
• (00:53) - Introducing Lana Kosnik
• (01:53) - A KCS Recap
• (04:36) - The Double Loop Process
• (08:58) - The Culture Shift of KCS
• (15:04) - Coaching
• (20:02) - Coaching through the Bumps
• (25:36) - The Role of AI in KCS
• (30:19) - RightAnswers

Imagine a world where knowledge isn’t just stored—it’s alive. It moves. It adapts. It finds you at precisely the moment you need it, seamlessly integrated into the tools you already use, whispering the right answer before you even realize you’re searching for it.

This isn’t a distant dream. It’s happening now.

In this episode of Connected Knowledge, Pete Wright sits down with Stephen Harley, a product leader who has spent over 15 years shaping the way organizations harness knowledge, and Adam Obrentz, a technical writer turned knowledge consultant who believes that information should be as intuitive as breathing. Together, they represent Upland RightAnswers, and join us today to unravel the seismic shifts happening in the world of knowledge management.

The AI revolution isn’t just about automation—it’s about augmentation. It’s about turning knowledge workers into knowledge architects. It’s about moving from a world of static content to dynamic, AI-enhanced ecosystems where information is curated, refined, and—most importantly—used.

This is a conversation about how we work, how we think, and how we make sense of a world drowning in information.

Links & Resources:

• Learn more about RightAnswers
• Book a demo to see RightAnswers in action!
• Follow Stephen Harley on LinkedIn
• Follow Adam Obrentz on LinkedIn
• Submit your Questions!

• (00:00) - Welcome to Connected Knowledge
• (01:45) - Behind Knowledge Management
• (07:16) - Are we truly more overwhelmed than ever?
• (11:18) - Exploring Omnichannel
• (22:11) - New Skills & Trust
• (30:11) - RightAnswers
• (41:19) - In Just Two Years...