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Ensuring Customer Success.

Knowledge is at the heart of customer support and engagement. Our team trains and develops leaders in Knowledge-Centered Service (KCS®) organization-wide. We coach and mentor so your teams have the skills to manage knowledge practices, processes and performance to increase customer self-service success. Whether you are considering KCS adoption or tuning up your KCS processes, or looking to introduce Intelligent Swarming, we can help.

KCS® is a registered Trademark of the Consortium for Service Innovation™.

Our Team

Beth-Coleman - Founder and CEO Catalynk, KCS and Intelligent Swarming Certified Trainer, Consultant, PROSCI Change Management

Beth Coleman

Founder CATALYNK, Certified KCS®v6 Practices and Intelligent Swarming℠ Trainer, and Certified Prosci® Practitioner

Beth trains and facilitates teams with KCS and Intelligent Swarming to dramatically improve customer experience. Beth brings years of experience in training and capability development. MBA Innovation.

Beth’s brings experience in IT Service Management, service design, change management and the use of knowledge for customer success. As consultant, facilitator and workshop leader, Beth works with teams and leaders, to plan and guide successful KCS adoption and knowledge-sharing culture.

Thomas Furhiman - Catalynk KCS Certified Trainer and Consultant, Leadership Coach, Coach Development Specialist

Thomas Fuhriman

KCS® Certified Trainer and Consultant, Public Speaker

Thomas is a Certified KCS Trainer and consultant with CATALYNK. Thomas has been helping organizations implement successful knowledge management practices and KCS in 20 countries for 23 years. Thomas has many years of coaching and consulting with leaders, and vast experience in leading teams in KCS adoption. His clients included Compaq, Ericsson, Novell, Altiris/Symantec, Hitachi Data Systems, and others.

He is also an enthusiastic public speaker on KCS and the value of knowledge sharing. He speaks on the importance of a customer-centric culture and the mindset change needed for cross organisation KCS adoption.

Peter Mellalieu - Catalynk Data Analyst and ONA specialist

Pete Mellalieu

Data Scientist KCS® Analytics, Organization Network Analysis (ONA/SNA) and Collaboration Health analytics

Peter creates intelligence reports that aid in achieving customer service success, using data analytics. Peter specializes in Organizational Network Analysis (ONA), Peer/Team Learning and Assessment, Action Learning and Flipped Classroom facilitation.

Peter develops intelligence reports that aid in achieving customer success for KCS and Intelligent Swarming programmes. He coaches teams in organization development informed by Gallup CliftonStrengths and ONA. Pete also designs and facilitates programs for peer feedback that enable development of knowledge-sharing capability. 

Diego Escalante - Catalynk KCS Consultant, scrum master, project management specialist, ISO certified

Diego Escalante

Consultant in Business Process Optimization, Program Management and agile team development for KCS.

Diego is a process oriented KCS consultant who works with leaders to develop capability in strategy and program management. A certified Project Management Professional (PMP) and Disciplined Agile Scrum Master (DASM), Diego brings extensive experience in embedding agile programs, process design, continuous improvement (ISO) training and knowledge management in service delivery.

His background in developing agile teams combined with program management lends practical expertise where staff new to these practices gain experience, build competency and lead teams to success.

 

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CATALYNK Ltd. offers training and adoption services for Knowledge-Centered Service (KCS®) and Intelligent Swarming® programs. We bring years of experience in facilitating successful knowledge-sharing across organizations.

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Privacy policy

Your privacy is important to us at CATALYNK. We respect the privacy of any information we may collect from you.

This Privacy Policy applies to all the products, services, websites and apps offered by CATALYNK Ltd (“CATALYNK”), except where otherwise noted. We refer to those products, services and websites and apps collectively as the “Services” in this policy.
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References to “data” in this Privacy Policy will refer to whatever data you use our services to collect, whether it be data collected in a form, survey responses or data uploaded on a site hosted by us – it’s all your data! Reference to personal information or just information, means information about you personally that we collect or for which we act as custodian.

1. What information do we collect?

Who are “you”?

We refer to “you” a lot in this Privacy Policy. To better understand what information is most relevant to you, see the following useful definitions.

Website Visitor: 

You are just visiting our website.

Customer:

You are a customer of CATALYNK. We provide you with training, and consulting services. We conduct surveys with our partners for Organizational Network Analysis (ONA), Collaborative Health Analysis, and other services related to knowledge management, Knowledge-Centered Service (KCS®) adoption and collaborative problem solving. Knowledge-Centered Service (KCS®) is a registered Trademark of the Consortium for Service Innovation™.

Billing information:

If you make a payment to CATALYNK, we require you to provide your billing details, including financial information corresponding to your selected method of payment (e.g. a credit card number and expiration date).

2. Information we collect about you:

  • Contact Information (for example an email address): You might provide us with your contact information, whether through use of our services, a form on our website, an interaction with our training or adoption services team, or a response to one of our surveys.
  • Usage information: We collect usage information about you whenever you interact with our websites and services. This includes which webpages you visit, what you click on, when you perform those actions, what language preference you have, and so on.
  • Device and browser data: We collect information from the device and application you use to access our services. Device data mainly means your IP address, operating system version, device type, system and performance information, and browser type.
  • Information from page tags: We use third party tracking services that employ cookies and page tags (also known as web beacons) to collect data about visitors to our website. This data includes usage and user statistics. Emails sent by CATALYNK or by users through our services include page tags that allow the sender to collect information about who opened those emails and clicked on links in them. We provide more information on cookies below and in our Cookies Policy.
  • Log Data: Like most websites today, our web servers keep log files that record data each time a device accesses those servers. The log files contain data about the nature of each access, including originating IP addresses, internet service providers, the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system versions, device type and timestamps.
  • Referral information: If you arrive at the CATALYNK website from an external source (such as a link on another website or in an email), we record information about the source that referred you to us.
  • Information from third parties and integration partners: We collect your personal information or data from third parties if you give permission to those third parties to share your information with us or where you have made that information publicly available online.

Use of our survey services will also result in us or our partner Polinode collecting the following data on your behalf:

  • Contact information: We allow you to import names and email addresses so you can easily invite people to take your surveys. We don’t use these email addresses for our own purposes or email them except at your direction.
  • Survey data: We store your survey data (questions and responses) for you and provide analysis tools for you to use with respect to this data.

3. How we use the information we collect

Customer or Visitor

We process personal data about you where:

  • You have consented or;
  • CATALYNK has legitimate interests of: improving service experience; and developing new products and service features.

In each of the instances where we describe how we use your data in this privacy policy, we have identified which of these grounds for processing we are relying upon.

When you have consented we collect and use the following information about you:

  • Contact Information: We use contact information to respond to your inquiries, send you information as part of the services, and send you marketing information (as long as you have agreed to this at the point of providing your information and for as long as you do not opt-out).
  • Cookies – page tags and web beacons: We collect information from page tags and web beacons to allow us to determine the success of our advertising campaigns. We also use page tags to allow the email sender (for a survey or form for example) to measure the performance of their email messaging and to learn how to improve email deliverability and open rates.
  • How you use our services: We use information about how you have interacted with our websites to improve our website services for you and all users.
  • Machine learning: We use machine learning techniques on certain data in order to optimize our marketing campaigns.

We process your personal information in the following categories of data for legitimate interests pursued by us, which are described in detail in this privacy policy. We have undertaken to ensure that we place clear limitations on each of these uses so that your privacy is respected and only the information necessary to achieve these legitimate aims is used. Our primary goal is to improve upon and make sure our services and messaging are relevant for all our users, while also ensuring that personal information of all users is respected and protected.

  • Device data: We use device data both to troubleshoot problems with our service and to make improvements to it. We also infer your geographic location based on your IP address.
  • Log data: We use log data for many different business purposes including: to monitor abuse and troubleshoot; to track your preferences and create new services, features, content or make recommendations personalized for you; to track behavior at the aggregate/anonymous level to identify and understand trends in the various interactions with our services; to fix bugs and troubleshoot product functionality.
  • Referral information: We use referral information to track the success of our integrations and referral processes.
  • Legal uses: To respond to legal requests or prevent fraud, we may need to disclose any information or data we hold about you. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.

To manage our services we will also internally use your information and data, for the following limited purposes:

  • To enforce our agreements where applicable.
  • To prevent potentially illegal activities.
  • To screen for and prevent undesirable or abusive activity. For example, we have automated systems that screen content for phishing activities, spam, and fraud.

In relation to Survey Data

We will never use or sell individual response data or identify / contact individual respondents except on your request or where required by law.

Survey Respondent

We process your personal information in the following categories of data for legitimate interests pursued by us, which are described in detail in this privacy policy. We have undertaken to ensure that we place clear limitations on each of these uses so that your privacy is respected and only the information necessary to achieve these legitimate aims is used. Our primary goal is to improve upon and make sure our services and messaging are relevant for all our users, while also ensuring that personal information of all users is respected and protected.

  • Cookies (to include page tags): We collect information using cookies when you take a survey. These cookies are used to ensure that the full functionality of our survey service is operational, to ensure the survey operates appropriately and optimally.
  • Contact Information: As a Respondent, we only use contact information to respond to an inquiry which you submit to us.
  • How you use our services (applicable to survey Respondents only): We use information about how you use our services to improve our services for you and all users.
  • Device and browser data: We use device data to, for example, troubleshoot issues to make improvements with our services and to infer your geographic location based on your IP address.
  • Log data: We use log data for many different business purposes to include: to monitor abuse and troubleshoot; to create new services, features, content or make recommendations; to track behavior at the aggregate/anonymous level to identify and understand trends in the various interactions with our services; and to fix bugs and troubleshoot product functionality.
  • Third parties and integrations: We may collect and use information from third parties and integration partners to facilitate Creators in sending surveys to you.
  • Machine learning: We may use machine learning techniques on response data, metadata (as described above) and cookie data, in order to provide Creators with useful and relevant insights from the data they have collected using our services, improve our services and to develop aggregated data products.
  • Legal uses: To respond to legal requests or prevent fraud, we may need to disclose any information or data we hold about you. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.

To manage our services we will also internally use your information and data, for the following limited purposes:

  • To enforce our agreements where applicable.
  • To prevent potentially illegal activities.
  • To screen for and prevent undesirable or abusive activity. For example, we have automated systems that screen content for phishing activities, spam, and fraud.

Use of survey responses in KCS Adoption Services and Coach Program

In general, survey responses to surveys conducted by CATALYNK using the Polinode platform are controlled and managed by CATALYNK (the person who sent or deployed that survey). In those instances Polinode is only processing those responses on behalf of CATALYNK. Creator and Respondent trust is paramount to everything we do and so when we do use data about Respondents, we put Creators and Respondents first.

Information we share: Partners and Integrations

We must share information or data in order to:

  • Meet any applicable law, regulation, legal process or enforceable governmental request.
  • Enforce applicable policies, including investigation of potential violations.
  • Detect, prevent, or otherwise address fraud, security or technical issues.
  • Protect against harm to the rights, property or safety of our users, the public or to Polinode and/or as required or permitted by law.

 

We do not share your information or data with third parties outside CATALYNK except in the following limited circumstances:

To help us provide certain aspects of our services we use our affiliates and trusted key partners – in particular, we engage third parties to: facilitate our email collectors for sending surveys by email to Respondents; facilitate customers in making credit card payments; deliver and help us track our marketing and advertising content; help us track website conversion success metrics; manage our sales and customer support services to you. We enter into confidentiality and data processing terms with partners to ensure they comply with high levels of confidentiality and best practice in privacy and security standards and we regularly review these standards and practices.

 

Cookies

We and our partners use cookies and similar technologies on our websites. We use certain cookies, as described here in our Privacy Policy, that you agree to when you use our sites and, in the case of some cookies, for legitimate interests of delivering and optimizing our services (where the cookie delivers essential functionality). Cookies are small bits of data we store on the device you use to access our services so we can recognize repeat users. Each cookie expires after a certain period of time, depending on what we use it for. We use cookies and similar technologies for several reasons:

  • To gather metrics about your survey taking experience
  • To make our site easier to use
  • For security reasons
  • To provide you with personalized content
  • To improve our services
  • To advertise to you

 

You can choose to remove or disable cookies via your browser settings.