Decoding the data deluge; use ECM to navigate the unstructured content labyrinth
Obtaining contextual knowledge about how users create and interact with unstructured data is an essential business practice to plan for data storms effectively. Enterprises need to understand that it's not enough to know these user activities but also must take remediation action when necessary.
Avoiding the wrath of illegal data
To mitigate the risks associated with illegal data, organizations need to implement data governance policies and procedures to ensure that all data is properly documented, stored, and maintained.
It’s not about knowledge, it’s about action
Organizations cannot continue to digitally hoard knowledge. Investments in knowledge technology have to pay and provide an ROI. It all starts by making different decisions.
Knowledge and training: Peanut butter and jelly for the customer contact center toast
Modern knowledge management and training are perfect complements to each other—the peanut butter and jelly for your breakfast toast.
Knowledge management experts provide KM predictions for 2023
Several KM leaders offer predictions for the space in 2023
Why reducing review time can revolutionize enterprise content search
Leveraging this finding of the brain's superior ability to recognize patterns, a next-generation viewer uses three progressive panels to display search results and document pages as visual thumbnails
Why SaaS visibility matters
With the increase of decentralized workplaces and remote and hybrid work models, SaaS has overtaken on-premises apps and become critical to any company's success
Will chatbots replace search engines?
It has been estimated that by 2024, consumer retail spend via chatbots worldwide will reach $142 billion—up from $2.8 billion in 2019
Why it’s important to make KM clickable
With their new book, "Making KM Clickable," Zach Wahl and Joe Hilger have documented the collective knowledge and experience they have gained from helping countless customers with knowledge management projects
9 Key takeaways about search and content management from KMWorld Connect 2021
Artificial intelligence, machine learning, and knowledge graphs are changing how search is implemented and delivered
KMWorld Connect 2021 recap: Knowledge graphs were front and center
In 2021, knowledge graphs weren't just blossoming—they were blooming—and it was clear that we are now in the knowledge graph stage of KM development
4 KM predictions for CX, content management, and analytics in 2022
Non-digital natives have become more digitally fluent and, as such, demand for more digital customer service touchpoints that help these consumers and address their specific needs has increased, according to NICE CXone's Chris Bauserman
5 Knowledge graph insights from KMWorld Connect 2021
Knowledge graphs continue to make a splash in the KM space
Content intelligence 101
As digital initiatives focus more on experience, personalization, and conversant interactions, a new dimension of automation is emerging that goes beyond just data
Top considerations for ECM and content services in a customer-first digital world
Increasing customer retention rates by 5% can increase profits by 25%-95%. With that return, putting forth the effort to integrate ECM, CSP, and CCM platforms is well worth it
Enhancing mobile engagement through the power of natural language processing
Advancements in technology have changed how customers engage with businesses, and it's becoming more evident that customers want to be met wherever they are, in their preferred channel
MDM and data governance: What comes first, the chicken or the egg?
In a very real sense, data governance is the "business function" of MDM, controlling how data is created, collected, and used
Knowledge management in 2021: KM enters a new stage
The knowledge graph stage emerged in full at KMWorld Connect 2020
Knowledge management leaders offer their predictions for 2021
If 2020 has taught us anything, it's just how imperative agility is to the success of companies trying to maintain momentum during uncertain times
How to hire your organization’s first knowledge manager
Common pitfalls to avoid and skills to look for when hiring your first KM manager