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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." Posted September 29, 2014

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.
Posted September 29, 2014

"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." Posted September 29, 2014

"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." Posted September 29, 2014

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. Posted September 01, 2014

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. Posted September 01, 2014

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. Posted September 01, 2014

There may be some challenges for enterprise search in the organizations of tomorrow. Without innovation, enterprise search is likely to find itself marginalized as enterprise knowledge management solutions proliferate. Search without search may be shorthand for who needs old-fashioned search? Posted September 01, 2014

We've published our annual list of Trend-Setting Products for nearly a decade and a half (more than a century in "technology years"),...This year, we looked at more than 600 products. Some have been around for a while, a testimony to the limber execution of their initial mission of adaptability. Others are relatively new. Posted September 01, 2014

Click-through rates for mobile site visitors have increased from 15 percent to 50 percent, and the mobile traffic has increased by 8 percent. Posted July 03, 2014

Posted May 28, 2014

...They are the lifeblood of your organization, and your employees likely aren't talking about them enough.... Posted May 28, 2014

Posted May 28, 2014

In recent years, ECM vendors have had to adapt to BYOD policies and to the demands of users to work on mobile devices. Posted May 28, 2014

"Today's users are born multichannel, and they demand a smooth, positive experience." Posted April 29, 2014

I recently went to a prominent technical website's self-help application formy smart phone. It's a sad tale of low-quality service and unnecessary costs that started with a simple search about leveraging fee-based service for my new phone.... Posted April 29, 2014

"Companies should think about how they organize information, revise it and move it through the whole lifecycle. A key part of governance is moving policies to the beginning of this cycle instead of waiting until the end to classify a record." Posted April 29, 2014

A mainstay of knowledge management technology, search has been growing in sophistication at the enterprise level, but also still offers traditional products for keyword searching and desktop use. Posted March 31, 2014

KMWorld asked two experts, Matthew Nelson and Steve Marsh, who have helped public sector agencies with e-discovery implementations to discuss how government attorneys and IT leaders can work together to cope with the increasing volume of electronic data. Posted March 31, 2014

IDC predicts that the market for big data technology and services will hit $32.4 billion in 2017, nearly doubling the predicted size for 2015 and an impressive 10 times the size it was in 2010. Posted March 31, 2014

Companies are using knowledge management to improve the Web experience of customers in life sciences, professional services, mortgage lending and a host of other industries. Posted March 31, 2014

Due to ever-falling costs, high-availability data connections, smart mobile devices and the growth of cloud computing, knowledge management and enterprise collaboration in general are undergoing something of a rebirth. Posted March 01, 2014

"You should know not just how you are protecting personal information but also why you are collecting it in the first place." Posted March 01, 2014

Those who accept that the tool cannot "do the whole job" realize the KM manager's special challenge is to identify the dimensions of best practice that continue to lie beyond the tool's grasp. It is to discover and manage the bridge between the fully known procedures of IT operations and the skills necessary to deal with the ever-surprising uncertainty and ambiguity of real practice. Posted March 01, 2014

"Since a lot of research is conducted outside of pharmaceutical firms, a globalized approach is required. Extremely collaborative networks are needed." Posted March 01, 2014

The list is intended to spark a larger discussion of knowledge management. We're always on the lookout for groundbreaking solutions or notable modifications to existing ones. And, throughout the year, the organizations and products we find most interesting will be showcased in our magazine and on our site, kmworld.com Posted March 01, 2014

Extensive research into customer experience shows (and common sense affirms) that those who have a positive customer experience are far more likely to purchase again from the same company, less likely to defect and more likely to promote the company to others. What might be a surprise is the dollar amount into which the positive ratings translate. Posted January 31, 2014
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