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Customer Relationship Management > ViewPoints
Customer Knowledge Management (CKM) involves integrating customer relationship management and knowledge management to provide customers with information specifically useful to the customer. You can find the latest Customer Knowledge Management intelligence news, trends, and solutions right here.

Nominations for the 2022 KM Promise and KM Reality Awards Now Open

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

Knowledge management in the hybrid work era: 4 key insights

As the workforce left the traditional office and dispersed, so did the collective brain trust that keeps many organizations running smoothly

How brands win with an IoT-enabled customer experience

The benefits of IoT-enabled CX aren't without some challenges in getting started, but if IoT is right for your business, the long-term advantages of improved CX, reduced cost to serve, and top-line growth are well worth the efforts

It’s all HX: How CX and EX can work together for business growth

Instead of treating customer experience (CX) and employee experience (EX) as silos, think about them as one holistic experience—human experience (HX)—and address them together

Past predictions for the future of the 2022 contact center: Were they right or wrong?

Technology has a growing role in customer service, but it has not replaced the human agent

Top 5 trends for CIOs to watch in 2022

Now is the time for these CIOs to evaluate their organizational priorities and focus on trends that can help maximize the growth and impact of their businesses

8 reasons why the future of self-service is chatbots

Chatbot technology has become an irreplaceable part of the self-service experience

3 Ways third-party data can help enhance a company’s analytical approach

The road to best practices in data may not be a short one, but it's one all companies must take to survive today and into the future

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

The solution for the third-party data challenge

Now is the time to perform an audit to understand where your organization is at risk and institute a robust first-party data policy

The solution for the third-party data challenge

Third-party data is collected on a user but does not require a direct relationship to that user

Meeting customer expectations with workforce management and AI

Contact centers have used workforce management tools for some time, but today's solutions use AI and machine learning to facilitate an agile work environment

How chatbots can accelerate trust

People want to have conversations with people, even when they're actually communicating with a machine

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

2021 Digital CX trends: What you need to know about what’s next

Don't settle for "back to normal"

High employee expectations shape the future of remote IT

The only way to keep pace with enterprise decentralization is to deploy digital solutions that can bridge the physical distance between employees, customers, and the stakeholders involved in driving the business

The power and plight of personas

Research shows personalization can reduce customer acquisition costs by up to 50%, increase revenue by up to 15%, and boost marketing spend efficiency by up to 30%

How to solve problems created by fragmented and distributed content

When companies continually expand the number of silos in their toolset, the preferred solution is not consolidation, but a better search tool that utilizes federated search technology