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Alex George, CTO, Astute Solutions discusses Consumer Expectations Driving Demand for Smarter KM

This article appears in the issue January/February 2018 [Volume 27, Issue 1]


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Visions for 2018: Consumer Expectations Drive Demand for Smarter Knowledge Management

In 2018, we expect consumer expectations will continue to rise—and companies will see more competitors successfully offering unique experiences. AI executed through better natural language processing and better unsupervised learning will yield reduced friction for customers and stronger ROI.

These two trends combined create unprecedented high stakes for knowledge management. Your customers expect to find answers to their questions with more ease, convenience, and speed than ever before, no matter if they’re shopping on their mobile device, researching products on your website, or standing in your brick-and-mortar store. Delivering on these expectations requires greater accuracy and breadth of knowledge from KM systems. And the KM systems themselves will see greater usage of automation and AI related to discovering content without supervision and automatic content generation, building an even stronger foundation for the instant, conversational answers your consumers are looking for.

To succeed in 2018 and beyond, organizations should expand their thinking to consider knowledge management as an essential component ?to the holistic customer experience strategy. It’s not enough anymore to simply have an accurate, up-to-date knowledgebase—KM systems must be able to draw information from myriad sources to formulate the best answer, and must be used to underpin smarter interactions across the customer journey.

Astute Solutions
Contact: astutesolutions.com/contact

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