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Enabling Success with Customer Experience Management

Enabling Success with Customer Experience Management
Tuesday, November 8 | 11:00 am PT, 2:00 pm ET  

Managing the customer experience: It's where your customer touchpoints meet your operations. And it's getting more complex. Today, knowledge management is an essential component of omnichannel customer engagement. You need to leverage the knowledge gained from customer feedback for taking tactical action and guiding strategic decision making. 

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  Table of Contents
Breaking News Inside KMWorld KM In Practice
Quote of the Week
Everything you can imagine is real. — Pablo Picasso
  Breaking News

Nuxeo Releases Android Mobile App for Digital Content Management

New mobile option is in addition to previously-released iOS mobile app

Nuxeo, developer of a hyperscale digital asset platform which enables organizations to manage complex content at scale, has released a new mobile app for Android devices.

Now with mobile apps for...

Continue Here: http://www.kmworld.com/Articles/News/News/Nuxeo-Releases-Android-Mobile-App-for-Digital-Content-Management-114343.aspx

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Cabinet Unveils New Document Management Tool

Web Filer is targeted at companies that need to allow remote workers to securely file documents

Cabinet Document Management Solutions (Cabinet), a provider of electronic document management software and workflow solutions, has introduced a new document management tool called Web Filer.

Web Filer, an integration...

Continue Here: http://www.kmworld.com/Articles/News/News/Cabinet-Unveils-New-Document-Management-Tool-114378.aspx

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Brainspace Announces Strategic Investment and Development Agreement with In-Q-Tel

Partnership will support the U.S. intelligence community with machine learning and data visualization for investigations and cyber security

Brainspace, provider of technology for unstructured data analysis, has announced a strategic partnership agreement with and investment from In-Q-Tel, Inc. (IQT). IQT is a non-profit strategic investor that identifies and accelerates...

Continue Here: http://www.kmworld.com/Articles/News/News/Brainspace-Announces-Strategic-Investment-and-Development-Agreement-with-In-Q-Tel-114421.aspx

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  Inside KMWorld

Web analytics: insights into the customer journey

Most companies have tons of valuable content that is collecting virtual dust, and it could be used for customer engagement.

It’s no surprise that in this age of digital transformation and e-commerce, web analytics would be considered essential for any business. Understanding online behavior is one of the keys to fulfilling...

Continue Here: http://www.kmworld.com/Articles/Editorial/Features/Web-analytics-insights-into-the-customer-journey-114316.aspx

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  KM In Practice

“Knowledge-powered” digital customer engagement

Solution enables the retailer to deflect up to 50 percent of requests for inbound contact into their customer service centers.

Express Gifts, a direct mail order business in the United Kingdom, has implemented a solution for digital customer engagement. The company has deployed eGain Cloud across its...

Continue Here: http://www.kmworld.com/Articles/News/KM-In-Practice/Knowledge-powered-digital-customer-engagement-114431.aspx

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Four Tips for Evaluating Search Tools
The word "intelligent" is used so often in describing KM applications, it can be challenging to evaluate search tools to determine whether they are best for a particular set of needs.

To read more of this Best Practices in Intelligent Search White Paper article, Click Here.
KMWorld Web Events
Coming July 30, 2019
The New World of Intelligent Content Services
As digital information continues to grow at a staggering pace, a new generation of content services are revolutionizing how businesses approach ECM. Today's organizations are teeming with diverse types of content and different types of users, use cases and requirements. Through automation, integration and AI, content services are building upon the foundation of ECM systems to facilitate better information access, sharing and collaboration.

Coming August 27, 2019
The New World of Document Management
From its humble start in the filing cabinet, document management has evolved to revolutionize the way people do business with anytime/anywhere access via the cloud, easy collaboration and retention policy features, automated workflows and mobile-friendly development.

Coming September 17, 2019
Powering Your Organization with Smart Collaboration
Smart collaboration is not optional in today's organizations. Information is only valuable when it can easily be shared and communicated among others. The degree to which you can apply tools and policies that enhance knowledge sharing and collaboration will ultimately determine how successful your organization can be.

Coming October 01, 2019
Game-Changing Breakthroughs in Knowledge Management
A renewed enthusiasm about knowledge management is evident, particularly in the digital workplace. Discovering the value in corporate knowledge is amplified by new technologies, such as text analytics, cognitive search, machine learning, natural language processing, mobile email management, and new policy efforts.

Coming October 24, 2019
Enterprise Digital Transformation Survey Results: Key Priorities, Readiness & Technologies Considered
Discover the key trends in digital transformation that you can put into practice. Find out how enterprises are approaching their DX projects regarding the prioritization, selection, use and location of technologies needed to support these projects, and where cognitive automation fits within these plans.

Coming November 12, 2019
Fast Insights through Machine Learning & Analytics
Machine learning is on the rise at businesses hungry for greater automation and intelligence with use cases spreading across industries. At the same time, most projects are still in their early phases. Machine learning is still the new kid on the block. From identifying use cases, to selecting data sets and tools, there are many success factors to keep in mind.

Coming December 10, 2019
The Future of Enterprise Content Management
Good content management splays a pivotal role in an organization's ability to manage input and output of information, and can make the difference in whether the company understands its content value, or whether it's lost in the weeds. We will opt for the former, and find ways to help organizations reconstruct their ECM programs so that information does not go wasted.

KMWorld White Paper Series

***Coming in September/October issue ***
Best Practices Report on Text Analytics and Natural Language Processing

From email messages and word documents, to social media posts and log files, the size and variety of unstructured data stored by today’s organizations is immense and growing daily.

Gaining insights from all of this data is a must-have for any business interested in competing on analytics. Whether you’re optimizing semantic search, building a Chatbot, fighting fraud, offering real-time recommendations or conducting sentiment analysis, you need to be able to effectively analyze unstructured data. That is where natural language processing (NLP) and text analytics come into play.

Key focus areas will include:

• Artificial Intelligence • Data Mining • Data Visualization
• Deep Learning • Machine Learning • Semantic Search

To educate our audience about the latest challenges and developments, contact:

LaShawn Fugate
lashawn@infotoday.com
859-361-0667

Stephen Faig
sfaig@infotoday.com
973-224-2930

Adam Shepherd
ashepherd@dbta.com
908-795-3705 
 

Intelligent Search

Document Management

Customer Experience and Support

Enterprise Content Management

Business Intelligence and Analytics

KMWorld Buyers' Guide

The only comprehensive sourcebook, in print and on the Web, to solutions in:

  • Content and Document Management
  • Social Networking and Collaboration
  • Records Management and Compliance
  • E-Discovery
  • Business Process Management
  • Business and Competitive Intelligence
  • Customer Relationship Management


Click here to view the current edition and to participate:
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