TKC is partnering with a client in the banking sector to optimize knowledge management within KYC (Know Your Customer) and CDD (Customer Due Diligence). After a successful discovery phase, we kicked off implementation in February. We spoke with Sabine—one of the project’s consultants—about the value of multidisciplinary collaboration and the impact this approach has had on the initiative.

Can you tell us a bit about yourself and your role in this project?

“I’m Sabine, and I work as a business consultant at TKC. I joined the client’s team in October to co-lead the discovery phase alongside another business consultant and a communications consultant. In February, we transitioned into the implementation phase, expanding our team with content consultants and a project manager.”

Why did the client choose TKC?

“The client’s CDD process knowledge was fragmented and hard for employees to locate, which created inefficiencies for their analysts. Because the client values empowerment and wanted to make critical information more accessible, they turned to TKC. We bring structure to their knowledge management, streamlining workflows and making the system more user-friendly. Beyond that, our goal is to build a sustainable knowledge organization—one where information is not only available but actively shared and maintained.”

Laying a Strong Foundation: The Discovery Phase

“During discovery, our mission was to draft a blueprint for knowledge management in KYC and CDD, and to develop a rollout roadmap. We collaborated closely with business and communications consultants to map both the technical and human sides of the change. We examined how knowledge was shared across the organization, identified pain points, and designed a structured approach to address them.”

From Strategy to Execution: Entering Implementation

“We chose to start small with a pilot. This let us test what works—and what doesn’t—before scaling our approach to other departments and, ultimately, to the client’s international offices.”

The Power of Multidisciplinary Collaboration

“The real strength of multidisciplinary teamwork lies in complementary expertise:

• Business Consultants establish the strategic foundation for the client’s knowledge organization.

• Content Consultants structure and organize the knowledge base so it’s accessible, usable, and searchable.

• Communications Consultants drive sustainable adoption through targeted messaging and change-management plans.”

Can you give a concrete example of how this collaboration added value?

“In discovery, our business-consulting team focused on designing how knowledge management would fit into the client’s processes. Meanwhile, our communications consultant looked at the human side—how employees would experience the change and how to secure their buy-in for lasting adoption. By observing organizational dynamics, they flagged resistance early and helped us adjust our approach. At the same time, content consultants made sure that once structured, knowledge was also practical and user-friendly for the end users.”

Building a Future-Proof Knowledge Organization

This engagement demonstrates how a well-run discovery phase drives real action. By bringing multiple disciplines together from day one, we not only refine the structure and content of knowledge management but also build the stakeholder support needed for enduring change. The roadmap created during discovery now serves as our guiding framework, enabling a step-by-step journey toward a robust, future-proof knowledge organization.