Let’s talk about your Digital Landfill
We've all seen it.
You have a capable support team, but they're buried under outdated PDFs, Slack threads, duplicate documents, and files with names like “v2_final_FINAL.”
When agents can't find the right answer, customers feel it—and your bottom line can too.
At Cognita Knowledge Management, we don't believe in creating more documentation for the sake of documentation.
We help organizations turn fragmented knowledge into something people can actually find, trust, and use.
Strategy Backed by Experience
Martin Hobratschk, Principal & Founder
I didn't start my career in an office. I started it in a newsroom.
As a daily newspaper reporter, I learned how to find the important information, separate signal from noise, and tell a story people actually want to read.
I took those skills to Google, Apple, and IBM, where I spent more than two decades working in customer and technical support contact-center operations.
I've been the frontline agent struggling to find an answer while a customer waits on the line. I've also been the leader responsible for global KM strategy across the Americas, Europe, and APAC.
That experience shaped how I approach Knowledge Management today: start with the problem people are actually experiencing, make the information easier to use, and connect the work to measurable business outcomes.
I've formalized that experience with industry credentials including:
Certified Knowledge Manager (KM Institute)
KCS v6 Foundations Certified
How we work: The MVP KM™ Accelerator
You don’t have six months to wait for a "transformation strategy."
That’s why we built the MVP KM™ Accelerator.
It's a lean framework that combines practical contact-center experience with KCS best practices, ISO 30401, and other KM frameworks.
The goal is straightforward: make your knowledge easier to find and use, improve the experience for your agents and customers, and establish a stronger foundation for the AI tools you plan to use next.
What We Bring to the Table
We're platform-agnostic. We can work with the tools you already have or help you evaluate alternatives based on what your operation actually needs.
The Big Players: Salesforce Knowledge, ServiceNow Knowledge, and Zendesk Knowledge.
The Purpose-Built: Livepro, Procedureflow, KMS Lighthouse, eGain, and Guru.
The Collaboration Hubs: Confluence, SharePoint, and Google Workspace.
The AI Layer: Google Gemini, Claude, ChatGPT, Amazon Q, and AI-readiness assessment.
Who we’ve worked with
