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CXone Expert Awards Site

Waters Technology Corporation

Nomination Details

Waters Technology Corporation is the world's leading specialty measurement company focused on improving human health and well-being through the application of high-value analytical technologies and industry leading scientific expertise. Waters has continually pioneered chromatography, mass spectrometry, and thermal analysis innovations.

The Waters KCS Program Team wholeheartedly adopts the principles of Knowledge-Centered Service (KCS). This strategy empowers us to ensure that the self-service content needed by their customers is not only easily accessible but also reliable, authoritative, and directly relevant to real queries. Internally, our practices promote a ‘shift-left’ approach, fostering the growth of Expert Center Engineers. This ensures that agents can acquire expertise in the products and knowledge they support, while also linking articles to cases to provide actual usage data for product improvement efforts.

Being a community leader is both an honor and a responsibility. As someone who guides and influences others within a community, Waters plays a crucial role in fostering growth, collaboration, and positive change. Let’s delve into some key aspects of how Waters contributes to the CXOne Community:

·       Salesforce Integration Improvement: As a community leader, Waters actively engages with CXOne to identify pain points and areas for enhancement. For the Salesforce integration, we have suggested valuable improvements, such as adding a dedicated “Links” tab to facilitate finding articles linked to specific cases.

·       Strategic Communication: Leveraging meetups as a platform, Waters shares insights, updates, and vision. During presentations, we emphasize success stories, showcase best practices, and encourage collaboration among community members.

·       Offering Support: Waters prioritizes community members’ needs and aspirations. By actively participating, listening attentively, and engaging in open conversations, we frame suggestions that directly benefit the community.

In summary, Waters embodies empathy, strategic thinking, and a genuine commitment to serving others. By advocating for improvements, putting community members first, and actively participating in various forums, we significantly contribute to the growth and well-being of the CXOne Community.



Marc Noble - Director- Customer Engagement 

Johannes Hokamp - KCS Knowledge Manager 

Libby Healy - KCS Knowledge Manager 


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