November 2, 2023
By Marydee Ojala Editor in Chief, KMWorld, Conference Program Director, Information Today, Inc.
Features

KMWorld Readers' Choice Award Winners 2023

Knowledge management has changed tremendously since KMWorld magazine first began publishing more than 30 years ago. Then a nascent discipline, it is now recognized as integral to the success of many different types of organizations. The benefits of knowledge sharing across enterprises is indisputable, but the mechanisms for accomplishing that sharing have changed remarkably. Technologies such as knowledge graphs, cloud computing and storage, data mesh and data fabric, chatbots, natural language processing, machine learning, and, most recently, generative AI (GenAI) have come to the forefront in our attempts to manage the myriad formats and knowledge silos rampant within organizations.

Business practices are changing fast, and so are knowledge management offerings. To put the spotlight on the innovative and dependable products and services that our readers depend on, we present the KMWorld Readers’ Choice Award winners. After all, who best to know what products serve them best as they wrestle with so many changes happening so quickly?

It's clear that user expectations have changed. Particularly when it comes to the customer experience and support, today’s consumers want answers quickly. Obviously, they want the information delivered to them to be correct, but delivering it to them slowly while verifying accuracy is unacceptable. For some customers, it seems that even instantaneous is too slow. Internal knowledgebases must be architected to meet customer demand and guarantee employee satisfaction.

But customer service is not the only area affected by KM technology advances. Help center automation, text analytics, workflow automation, compliance and information security, document management, and business process management all play a role. Probably the most disruptive technology this past year has been GenAI, and the application of GenAI within the enterprise is still a work in progress. The promise of greater productivity is alluring, but the threat of it generating false information is real.

It borders on the incredible the speed at which KM tools, products, and services have evolved recently, creating challenges for those charged with identifying the best ones for their KM projects. We hope that our Readers’ Choice winners’ list will be a resource for you to choose wisely. And while we’re at it, don’t forget about the other resources that KMWorld presents for your edification—webinars, Special Reports, white papers, and the articles in the magazine itself.

Congratulations to the winners and the runners up listed here, and many thanks to all of you who submitted nominations and took the time to vote.

KMWorld 2023 Readers' Choice Awards: Best AI

WINNER

Microsoft

FINALISTS:

Verint

RightAnswers

KMWorld 2023 Readers' Choice Awards: Best Business Process

WINNER:

Adobe

FINALISTS:

Zoho