David Kay

David has been innovating in using technology in service of knowledge-intensive businesses like customer support since 1984. He has managed change, developed business processes, and applied software that has empowered knowledge workers in the fields of customer service, e-commerce, library science, software development, and national intelligence analysis. David Kay is a trusted advisor to support executives at IBM, Cisco, Research In Motion, Microsoft, Intuit, GE, and Oracle. He is a frequent speaker at industry conferences and webinars. He was recognized as an Innovator by the Consortium of Service Innovation (CSI), and is the only independent consultant who is KCS Verified v4 by the CSI to teach the Knowledge Centered Support Foundations, Coaching, and Leadership workshops. He has been granted five patents for his work in knowledge management technology. His current work leverages twenty-five years of experience in envisioning, developing, marketing, and rolling out technology to aid knowledge-intensive businesses. David is co-author of Collective Wisdom: Transforming Support with Knowledge, available on Amazon.com. David Kay held leadership roles at Kanisa Inc., a leader in knowledge-empowered customer service from 1998 to the launch of DB Kay & Associates at the end of 2002. He developed product strategy and oversaw his company’s transition from a custom software house to an application service provider to a software products company. Prior to that role, Kay led TRW Search Access, a software start-up delivering a new way for researchers and librarians to access multiple information repositories seamlessly, and held product management and marketing positions at NeXT Software and Apple Computer. David graduated from Dartmouth College with an A.B. in Computer Science.