CyJervis
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Joined 10 years ago
Manager, Knowledge Programs for Support at Cloudera
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Re: Khoros Communities - Updated Release Process
LucyL We are evaluating if we still need to hold off on updates as we stopped using many of the customizations we previously needed to check. However, the issue is the lack of insight that the site was being updated and failure to maintain a previous status of being excluded from auto updates. We shouldn't need to contact support as we already did this previously but the new regime didn't honor it. We got lucky this time but if there were API changes or other issues it could have been a bad situation.Re: Khoros Communities - Updated Release Process
For a long time we had our environments flagged to be excluded from updates until we asked for them. This was due to heavy customization work that we needed to schedule testing and potential corrections around. However, this week we were suddenly updated to the newest version. Luckily, we had stopped using many of the customizations as we were planning to move to Aurora so it appears everything is working properly. However, the lack of notification is concerning.Re: IgniteTech acquired Khoros to rebuild it. Here’s what that looks like.
First off, I applaud you for jumping in BenN, however it is a couple of month late. I appreciate the updates about Jive, but would have preferred more details around Khoros as, so far, we have mostly been getting limited to no information. Most of the focus from IgniteTech so far has been about how great they are, how much money they make and how they are going to inject AI into the platform. However, I think most of us are more concerned about stagnation of the product, outside of AI additions, the massive layoffs leading to loss of knowledge / support strength and how for the most part we get no response to these concerns. IgniteTech transitioned cases to their own system which is poorly designed and causes additional concern over the company's ability to make proper UI decisions around Khoros products. Our new CSMs admittedly know nothing about the products and the company, instead of using the community platform to communicate, silos information so the collective is left more uniformed and cannot easily voice concerns. This is evident in the answers to the questions from the webinar which some of us still haven't received. I think many customers want to hold onto hope that things will improve but IgniteTech is only building more concern with their actions. Thanks for reading, nothing personal, just screaming into the void IgniteTech has provided. 😂Re: IgniteTech Launches Next Phase for Khoros, Centered on AI and Customer Leadership
The announcement is pretty confusing to tie the different aspects into a coherent message. "With the acquisition of Khoros, we're not just investing in the product, we're rebuilding it" "All future innovation will be built on Aurora, Khoros' modern platform architecture, which is optimized for AI integration and scalable customer engagement." Doesn't sound like a rebuild, it sounds more like improvements. And the only real improvements mentioned is bolting on AI which doesn't sound like a rebuild either. There is also this, "As part of this strategy, IgniteTech is expanding its engagement with Khoros customers and the global community ecosystem". I don't know of any customers who are being talked to in a meaningful way, heck many of us still haven't seen the answers to the webinar questions from weeks ago. Instead it sounds like you chose a conference I've never head of to talk to maybe a few customers based on the wording "At the event, Puhala, McKee, and IgniteTech's Chief AI Officer, Thibault Bridel-Bertomeu, met with global community leaders and Khoros customers as part of a focused listening initiative. " The last confusing part is the difference in these statements: "While Classic Community will continue to be supported, IgniteTech is taking a measured approach to migrations, ensuring that customers only move when the platform meets or exceeds their needs" "We're not maintaining the old model. We're building what comes next."Re: IgniteTech acquired Khoros to rebuild it. Here’s what that looks like.
My confidence in IgniteTech's ability to support us with Khoros is currently low. The new rep's admitted unfamiliarity with the platform means I'll be training them, which is the opposite of what we need. The recent webinar also missed the mark; the discussion about AI was overly generic, and highlighting a high EBITDA, while appealing to investors, raises concerns for me as a customer. It suggests potential underinvestment in crucial areas like staffing and product development, which could negatively affect our experience.Re: Driving Growth in Community with Banners & Content Gates
Interesting for sure, you would think the feed would be based on new content based on the newest first publish date/time not based on last modified. This does remind me that I need to eventually post my own findings from when we A/B tested gating all community solutions.
