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Top Story

 

Customer experience management-promoting loyalty

Founded 80 years ago, Aeromexico is the largest airline operating in Mexico. The company built its reputation on service, but when low-cost airlines entered the market about 10 years ago, Aeromexico began experiencing intense competition. "Our costs were higher than those of the new airlines," says Edouard Piquet, senior VP of customer experience at Aeromexico, "and our customer service was not at the level it needed to be in order to create strong customer loyalty."Read More >>

KM in Practice

Water department adopts public sector suite that allows for growth

Kansas City adopts Web-based architecture Read More >> Posted September 22, 2014

Cognitive computing to match patients with clinical trials

At any given time, Mayo Clinic is conducting more than 8,000 human studies in addition to the 170,000 that are ongoing worldwideRead More >> Posted September 15, 2014

KM Features

Enterprise collaboration, cartels and confidentiality

A few years ago, I participated in a meeting in which several different agencies discussed data management software. When the representative for the GSA explained the availability of shared services, meeting attendees understood the potential cost savings. By using software already licensed, the time and cost for launching a new initiative could be slashed. The talk was positive, but the concept of shared services has been making only modest progress. Collaboration was useful in the meeting.

But once the agency representatives got back to home base, it was business as usual.Read More >> Posted September 29, 2014

KM for e-commerce growth

"Our business is based on discovering new to market products, launching them into the marketplace and amplifying them to a large audience. A big part of this process is how our community lifts up our products and shares them with their own networks."Read More >> Posted September 29, 2014

Digital asset management: It’s a visual world

"Customers need to be able to ?engage with the product by zooming in to ?see the features close up, rotating the item ?or even watching a video about it, ?especially on a mobile device."Read More >> Posted September 29, 2014

Using SPAs to reach customer goals

We all know that traditionally the success of a business hinges on having happy customers and positive feedback. But the arrival of social media has changed the goal posts somewhat. Customers now have a say in the brands they like. They can influence a campaign by sending their thoughts around the globe at the click of a mouse. This has forced companies to look carefully at their customer service strategy to ensure they know what is being said about them 24/7 and that they can react quicklyRead More >> Posted September 29, 2014

Perspectives in Knowledge Management

David Weinberger

David Weinberger

How the Internet is changing knowledge, society, relationships and communication.

The MVP process then and now

The MVP process strikes us as attractive not only because bits make it feasible, but also because we've come to believe that a technology that isn't changing every six months is failing. Yet, in the almost 20 years it took Ford to introduce a new model, 15 million Model T's had been sold. And during that entire stretch, never once did Henry Ford put on a black turtleneck and tease an audience with what would be new next month.Read More >>

Amazon vs. The Librarians! The Fight of the Century!

But many of us believe—I do—that we have a cultural and societal interest in expanding our horizons. A librarian is likely to help us to that end.Read More >>

The right to be forgotten

I understand why the top European court has insisted that Google remove links upon request. We'd all like some things on the Web to be forgotten. There are a few things I myself wouldn't mind having removed....Read More >>

The Future of the Future

The Future of the Future

How to create an innovative future by today’s thoughts and actions.

Creating the future through disruptive innovation

Over a decade ago, two predictions stood out: Digital currencies would be in play by 2015, and space tourism would be firmly in place by 2020.Read More >>

Building the world trade center of the future

Topping out at a symbolic 1,776 feet, the new World Trade Center (WTC) tower in New York City is a bold statement of economic resilience and mankind's ability to look to the future.Read More >>

Logistics at the speed of thought (almost)

If you're wearing your KM goggles, you should begin seeing the many intricate connections that make up the complex world of manufacturing and logistics. More importantly, you should also be looking for ways to increase the speed by which a thought becomes an idea that leads to an innovation that becomes a product....Read More >>

Knowledge Management News

Insights for everyone from Attivio

Single platform for business decisions September 29, 2014

Cloud content connectors for Box and Dropbox from Accellion

Visibility of content sharing for enterprise compliance September 22, 2014

Content Analyst enhances CAAT

Language identification, deployment agility and e-mail threading September 19, 2014

IBM announces Watson Analytics

Natural language cognitive service September 18, 2014

Quote of the Week

People wish to learn to swim and at the same time to keep one foot on the ground. 
- Marcel Proust

KMWorld Magazine

September 2014, Trend-Setting Products 2014 Magazine Issue

Content Management: drivers of effectiveness’
Part 2:Tools and technologies to get the job done

Earlier this year, member-based nonprofit APQC partnered with KMWorld to uncover the truth about content management inside organizations. We wanted to find out which tools and technologies are popular, which trends show the most promise and what successful organizations are doing to pull ahead of the pack.

Measuring campaign performance: Attribution models hit the spot

In the ongoing quest to improve performance, organizations have sought reductions in process cycle times, enhancements in supply chain efficiency, greater quality assurance and many forms of cost savings. Recently, interest in obtaining better measures of advertising campaign performance has shown a noticeable uptick.

Federal government’s ‘Cloud First’- FedRAMP brings security to the cloud

According to IDC, the federal government will spend $118.3 million on public cloud solutions in FY14, and more than $1.7 billion on private cloud solutions. The private cloud expenditure is slightly lower than it was in FY13, while the public cloud figure reflects an increase of about 33 percent. Looking ahead a few years, however, private cloud expenditures are expected to grow dramatically, reaching $7.7 billion by FY17.

ViewPoints

How can organizations embrace a culture of learning?

The dictionary defines learning as "the acquisition of knowledge or skills through study, experience, or being taught." While in general many of us have acquired knowledge through formal process, significant learning happens through experience. September 02, 2014

Is Unauthorized Use of File Sharing Solutions Putting Organizations on a Slippery Slope?

More and more employees are flocking to free file-sharing platforms because they provide anytime, anywhere access to the information they need to do their jobs...One might assume that a file sharing and sync solution would increase employee productivity and organizational efficiency. In reality, the opposite is frequently true. August 15, 2014

Beyond BPM:
How to Bring Better Productivity to Knowledge Work

The most important contribution management needs to make in the 21st century is similarly to increase the productivity of knowledge work and the knowledge worker." —Peter F. Drucker, Management Challenges for the 21st Century. August 06, 2014

Upcoming Events

Gartner Symposium/ITxpo 2014

October 5 - 9, 2014

ARMA Live! Conference & Expo 2014

October 26 - 28, 2014

KMWorld 2014

November 4 - 7, 2014

Featured Video

OPENING KEYNOTE:
Building Collaborative Organizations
Nicco Mele

(KMWorld 2013 - Wednesday, 6 November)


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