June 2026

June 25: Building a Governed, Global Knowledge Model with KM

Key takeaways:

• Award-winning knowledge strategy: Hyatt shared how its Customer Recognition Award-winning knowledge program was built on strong governance, defined ownership, and scalable processes that support teams across 17 global contact centers.

• Governance starts with clear ownership: The team established defined roles, content ownership, approval paths, and service level agreements (SLAs) so every knowledge request has a clear workflow and accountability.

• Change management was key to success: Implementing governance required education, stakeholder buy-in, and ongoing communication. Hyatt introduced a governance playbook, phased communications, and leadership engagement to help teams understand not just what was changing—but why.

• Knowledge teams should lead—not just take orders: One of the biggest lessons shared was moving from being "order takers" to strategic knowledge managers. The team now evaluates requests, asks the right questions, and isn't afraid to say "not yet" or recommend a better solution when appropriate.

• Standardized workflows improve quality: Hyatt demonstrated how structured templates, ServiceNow intake forms, approval workflows, draft reviews, and governance checkpoints create consistent, high-quality knowledge content.

• Global consistency matters: By combining manual translations with conditional content, Hyatt delivers a single source of truth across multiple languages while maintaining one article structure and consistent user experience.

• Governance delivers measurable business impact: Hyatt highlighted the results of its governance model:

• Consistent global customer experiences

• Faster resolution times

• Reduced operational risk

• Greater colleague confidence in finding trusted information