Don't miss KMWorld 2015, Taxonomy Boot Camp, SharePoint Symposium and Enterprise Search, Nov. 2-5 in DC.


The customer experience encompasses a wide range of activities, from the moment of an initial search for a product or service to marketing, sales and follow-up care. A diverse range of technologies supports customer experience management for each of those phases. Posted October 01, 2015

Businesses are drowning in data but starving for insights. Worse, they have no systematic way to consistently turn data into action. Posted October 01, 2015

Enterprises can stand to gain more if they begin to view video not as a separate entity, but as a knowledge asset just as they do documents, graphics and structured content. Posted October 01, 2015

"When we reached a point where we were spending more time manipulating the data than using it to make decisions, we knew that we needed a new solution.".... Posted October 01, 2015

In the context of knowledge management, how can design thinking help with process architecture, tools and a knowledge sharing culture? Posted September 01, 2015

"Many business models under which organizations operate do not truly accommodate the requirements for today's knowledge economy. They do not incorporate the learning cycle or the process of innovation, and without a valid model, metrics are difficult." Posted September 01, 2015

"Cognitive computing is the solution to big data. Companies are collecting a lot of information and are having trouble processing it, but if there is a cognitive layer you can more accurately detect an issue." Posted September 01, 2015

There are very specific goals that focus on records management and training requirements. We have been seeing incremental progress on the self-assessments for the last couple of years, but this is the first time we have seen strong movement in a positive direction. Posted September 01, 2015

We published our first KMWorld Trend-Setting Products list nearly a decade-and-a-half ago because we wanted to bring some clarity to the sometimes elusive knowledge management needs of our subscribers. Posted September 01, 2015

Enterprises are using only about 25 percent of their unstructured data for insights and decision-making, while they are using 35 percent of their structured data for those purposes, according to a survey conducted by Forrester. One reason for the lag is that unstructured data is not as straightforward to analyze and interpret. Posted July 03, 2015

Financial services companies are using a variety of knowledge management solutions to locate documents and disseminate information across the enterprise, for improved contact center performance and to mine data from employee feedback surveys. Posted July 03, 2015

Several trends are contributing to strong growth in the e-discovery market, including the ever increasing amount of litigation, greater volumes of data and a move toward adding in-house e-discovery capabilities. Posted July 03, 2015

As companies look to embrace mobile and multichannel options to serve customers on their own terms, they rely on knowledge management to implement such processes as bill payment and insurance claims. Posted July 03, 2015

Enterprise social network vendor Yammer was a large and fast-growing player when Microsoft acquired it in late 2012, and the service has continued to expand still further under Redmond's umbrella. Yammer boasts users in more than 150 countries, and the interface is localized into more than 20 languages. Posted May 28, 2015

Social media has become pervasive, playing important roles in such diverse activities as monitoring brand perceptions, detecting important trends in the economy and supporting marketing initiatives. Few business leaders, whether in customer service, HR or product development, are taking the risk of ignoring social media. Posted May 28, 2015

KM leaders share lessons learned and thoughts on ROI Posted May 28, 2015

The global market for enterprise content management is expected to reach over $9 billion by 2018. Posted May 28, 2015

Best-practice organizations use peer feedback and recommendations to guide their content strategies and connect people to the best stuff. Posted April 28, 2015

While many knowledge management solutions have supported business by making it run more efficiently, only a few have directly addressed the daily needs of knowledge workers. Business process management (BPM) software, for example, automates predictable processes so they run more quickly and consistently than they did when handled manually. However, they can lack the flexibility required for a process that may have variable sequences, paths or information requirements. Posted April 28, 2015

Best-practice organizations use process maps, team sites and mobile apps to get content in front of the right people at the right time. Posted March 31, 2015

Exactly how can business needs lead the development of the KM strategy? To determine this, you need to work out what the key organizational drivers or imperatives for KM actually are, gathering data through interviews or through workshops. It also means, for example, that IT does not lead your KM program; IT supports your KM program and is a stakeholder and governance team participant. Posted March 31, 2015

"When business units are working together toward the same goal, data can be transformed into information, and continuous improvement through big data-driven analytics projects is possible." Posted March 31, 2015

Companies are relying on knowledge management to better handle the Web experience of external and internal customers.... "People are going to mobile now more than to our brick-and-mortar locations... Posted March 31, 2015

Each user group could have a different perspective on the data that requires it to be searched and viewed differently.... Posted March 31, 2015

Formerly the exclusive domain of IT, information security is now a mainstream issue, as major retailers and government agencies have suffered data breaches, denials of service and destructive intrusions. Millions of individuals have been affected, and organizations are now forced to devote more resources to prevention and remediation. Everyone in the information chain, from consumers to CEOs, has become acutely aware of the hazards of failing to protect information. Posted March 01, 2015

Relatively new multitenant cloud-based content management platforms are allowing life science startups to avoid large investments in software, hardware and IT staff, while still gaining access to sophisticated systems and the ability to scale up as needed. Posted March 01, 2015

News travels fast these days, and bad news travels faster. Most companies are now attuned to the fact that a few disgruntled customers or employees can leverage their opinions into a movement. Posted March 01, 2015

For us here at KMWorld, knowledge management is an attitude, an approach, not an application, and that's what we're celebrating with this list—companies that offer the tools to analyze, augment, enhance, manage and extend information assets to maximize potential for organizations of all sizes. Posted March 01, 2015

Not that long ago, the "customer experience" might have been a trip to the store to purchase an item and a subsequent conversation with a call center to inquire about how to get the item repaired. Now it usually entails online research to compare features and prices, a look at ratings by other customers, purchase of the product from a store or e-commerce site, and a round of technical support by phone, e-mail or chat. Posted January 30, 2015

"Our employees knew there was information on the intranet that they needed, but they had trouble finding it." Posted January 30, 2015

Major software companies have added marketing automation products to their suites.... Personalizing messaging and performing complex workflows are important characteristics of marketing automation. Posted January 30, 2015

"In a different way, customer support has become personal again." Posted December 30, 2014

A new class of applications emerges that will transform core processes. Posted December 31, 2014

The many forces that affect telemedicine are converging to create significant momentum, and the environment is now conducive to broad implementation. Posted December 31, 2014

The company produced 600,000 relevant documents to the FTC within days. That would have been impossible with other kinds of technology Posted December 31, 2014

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