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It's simple: Good customer experience—the perception people have of their interactions with your company—keeps them coming back again and again and is often a differentiator. To take digital experience to the next level requires business and technology leaders to collaborate on a digital experience strategy that follows these three rules. Posted September 01, 2012

"KPIs (Key performance indicators) are best chosen and understood in the context of strategic plans that identify goals at a higher level..." Posted September 01, 2012

"This marks the tenth anniversary of our Trend-Setting Products list..." Posted September 01, 2012

Posted September 01, 2012

""Information governance" is all over the news. It's a relatively new and buzzy discipline, but trending fast toward general acceptance. I like when that happens, but it's not an area in which I am tremendously well-versed. So when I caught this assignment, I sought out the best person I could think of to have a chat. Tamir Sigal is the senior marketing professional at RSD. He's also a friendly and talkative dude, and has become a friend. And on top of all that, he also has some strong opinions regarding the state of the art in information governance, and more..." Posted August 28, 2012

SharePoint has emerged as the most successful and ubiquitous software tool ofour lifetimes. However, it still isn't everything it needs to be. A SharePoint "ecosystem" has evolved to make sure that your SharePoint deployment is as effective and productive as it can possibly be. Can SharePoint be a risk to your company? Yes. Can SharePoint also be an incredible cost-sink for your IT department? Yes. Can SharePoint also be the greatest collaboration, content management and productivity tool on the planet? . . . Posted July 16, 2012

Customer service, is, quite possibly, the final triumph for knowledge management. What better application in an organization can lead to increased sales, customer retention, employee satisfaction and enhanced word-of-mouth "reputation" than the customer care experience? So when we talk about "knowledge-centered support," we're talking about more than just a motto on the wall. We mean business. Here's why customer service has become the landing zone for knowledge management, and why organizations need to focus on agents, their needs, their incentives and their ultimate goals. Posted July 09, 2012

"The system helps a great deal with knowledge retention, because the outcomes are stored in a central location that everyone can access."... Posted July 05, 2012

"In 2012, every vendor of KM-related technology has a cloud offering and uses the term in as many marketing messages as possible"... Posted July 05, 2012

"The volume, complexity and importance of medical information used in support of diagnosis and treatment of illness, as well as the dramatically rising costs of healthcare, drive initiatives to improve information use" ... Posted July 05, 2012

"Within the first six months, more than 85,000 users were participating in IBM Connections-driven social networking activity, making more than 1 million connections and forming 3,000 different communities"... Posted July 05, 2012

That conquering sound you hear is SharePoint, and it is nothing short of apocalyptic. The fastest growing business application in Microsoft history (making it pretty much everyone's history), 20,000 SharePoint users have been added every day for the last five years. That's kind of astonishing. Posted July 01, 2012

"Seek and ye shall find..." Yeah, right. Maybe about half the time, if you're lucky. A recent MindMetre research report surveyed approximately 2,000 business directors and managers from all over the world. Their key conclusion? More than half (52%) said they "cannot find the information they are seeking using their own organization's enterprise search facility," within a reasonable amount of time. Posted July 01, 2012

Anyone who has read these articles regularly knows that I came to "social networking" for business late and then only reluctantly. In fact, I am personally living only on the furthest outskirts of the social neighborhood. I don't Twitter, nor Tweet. I haven't linked up with LinkedIn. I have no interest in Pinterest. I'm too anti-social to collaborate. I can't even say "wiki" without smirking. I do enjoy Facebook, but mainly as a way to reconnect with old friends, remote friends and new acquaintances I never would have known otherwise. But it's also a localized, interpersonal thing in real life. I think of Facebook as a sort of secret handshake.... Posted May 29, 2012

In healthcare, the kinds of alerts you create for patient safety deal with issues such as contra-indications about drug interactions, and the level of complexity is staggering.... Posted May 28, 2012

Cloud technology allows organizations to simplify their use of software and reduce IT staff, but perhaps more importantly, they can achieve greater agility and remove a non-core function... Posted May 28, 2012

Social technology is coming into every organization—whether IT wants it or not. Posted May 28, 2012

"The user should not be a de facto records manager, now that methods of doing it automatically are available."... Posted April 29, 2012

The term "learning analytics" seems to have a number of definitions, but it basically involves using predictive analytic tools to improve learning and education... Posted April 29, 2012

"Now that everyone can see the data and come to their own conclusions. the concept of transparency is proving to be very effective."... Posted April 29, 2012

Posted April 29, 2012

The true success of KM is when it disappears, meaning that KM processes are embedded in workflow... Posted April 29, 2012
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