The 2019 KMWorld Readers’ Choice Awards Winners
KMWorld 2019 Readers' Choice Awards: Best Content Management/Services
Enterprise content management "is the systematic collection and organization of information that is to be used by a designated audience—business executives, customers, etc.," according to AIIM. "Neither a single technology nor a methodology nor a process, it is a dynamic combination of strategies, methods, and tools used to capture, manage, store, preserve, and deliver information supporting key organizational processes through its entire lifecycle."
Some believe the term ECM is dated and prefer to use the newer term "content services," to reflect a more universal as opposed to a centralized approach, but others use both terms interchangeably. Whatever the capabilities are called however, they address a need that is considered crucial to organizations' success: to manage content and documents in a way that is thorough, complies with industry and government requirements, and makes them accessible to those who needed them.
Increasingly, content services include a content repository with flexibility through APIs, services, and microservices, addressing how content can be captured and distributed securely among systems, platforms, and devices to create a strong user experience and facilitate collaboration.
Alaris IN2 Ecosystem (Kodak Alaris)
Accusoft PrizmDoc Suite
KMWorld 2019 Readers' Choice Awards: Best Customer Experience and Support
The comprehensive sum of interactions between an organization and its customers across channels is fundamental to a business, and a stellar customer experience can be an important contributor to its success.
According to MarketsandMarkets.com, the customer experience management market is projected to grow from $7.8 billion in 2019 to $14.5 billion by 2024, increasing at a Compound Annual Growth Rate (CAGR) of 13.3% during the forecast period. The company says the major growth drivers for the market include increasing need to improve customer engagement and reduce customer churn, growing deployment of cloud-based solutions, and greater demand for big data analytics, which allow customer experience management vendors deliver a wide range of solutions and services that enable the management of customer profiles and queries about their requirements. They also provide real-time tracking of customers and their behavior.
The ways in which organizations interact with their customers continue to increase in number, and more and more, these interactions are expected to be consistent. Interactions in stores, with salespeople, over the phone, through the company's website, or social media are all part of the customer experience. In these interactions, response times, the speed with which problems are solved and questions are answered, and the ability to recognize the same customer across these diverse scenarios all contribute to the experience with any given vendor, impacting whether they will remain loyal or seek service somewhere else.
MindTouch Knowledge Management Platform Learn more from MindTouch
Nuance Communications Digital Engagement Platform
KMWorld 2019 Readers' Choice Awards: Best Digital Asset Management
Digital asset management systems provide the infrastructure for storing contracts, documents, designs, graphics, photos, videos, and a host of other digital assets in an efficient manners so they can be searched and retrieved when needed, making them accessible to their own employees, customers, and other third parties.
According to Market Reports World, the digital asset management market was valued at $1,240.7 million in 2018 and it is expected to reach a value of roughly $6,902 billion by 2024, growing at a compound annual growth rate of 34%, during the 2019-2024 period.
According to the research, a key driver of growth for the digital asset management industry is the increased adoption of broadband internet, which is expanding the demand for specialized solutions in each industry.
Customer engagement is emerging as the most effective method of customer retention, and mobile phones are the foundation of this trend, the research found. The number of connected devices is increasing, globally. With solutions, such as interactive store windows, digital signage, and wearable devices, marketers are finding it difficult to create and deliver assets that offer consistent and compelling brand messages across the screens.
Hyland Software OnBase
KMWorld 2019 Readers' Choice Awards: Best Document Management
Lost documents means lost time. Document management services and solutions enable the efficient storage, identification, and retrieval of documents, contracts, and other content. They also enable the protection, and, when appropriate, the destruction of these documents based on internal protocols, industry, or government mandates.
Document management services and solutions support effective governance, improve productivity, and deliver strong ROI. They are often available as part of larger platforms that offer additional capabilities for collaboration and workplace efficiency.
According to research by Market Study Report over the next 5 years, the document management software market will register a 3.6% CAGR in terms of revenue. In addition, the global market size will reach $980 million by 2024, from $800 million in 2019.
Microsoft SharePoint Online
NetDocuments Cloud Platform
Alaris Document Management Solutions (Kodak Alaris)
KMWorld 2019 Readers' Choice Awards: Best E-Discovery
E-discovery refers to discovery in legal proceedings such as litigation, government investigations, or Freedom of Information Act requests, where the information sought is in electronic format.
Companies are spending more on e-discovery, outsourcing less, and wrangling more data than ever before, and the growth curve shows no signs of slowing down, found a recent study by FTI Consulting.
“The State of E-Discovery Report” notes that, historically, e-discovery has been limited to familiar data types, with most litigants ignoring social media and emerging data sources like activity trackers. But that’s all changing, such that companies should have “processes … in place to preserve and produce [social media] data.”
Meeting these new demands calls for new roles, skills, processes, and technologies.
Copyright Clearance Center RightFind Solutions Learn more from Copyright Clearance Center
KMWorld 2019 Readers' Choice Awards: Best Enterprise Search
Enterprise search is the practice of making content from multiple enterprise-type sources, such as databases and intranets, searchable to a defined audience.
An intelligent search solution should be able to find answers, information, and insights wherever they might reside.
The new generation of search technology is characterized by the use of AI and machine learning, natural language processing capabilities, and much greater analytical power than has been previously seen.
Google Search Appliance
Companies and Suppliers Mentioned