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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.

Knowledge management in 2021: KM enters a new stage

The knowledge graph stage emerged in full at KMWorld Connect 2020

Robotic Process Automation 101

If you have legacy systems and high-volume, repetitive tasks, RPA can probably save you time and money—but there are some things you should never automate

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

Is your online support community leaving money on the table?

Online customer support communities provide a basis for real customer dialogue and feedback that goes beyond simple online surveys

Why a virtual agent makes sense in good times and bad

The current situation highlights how technology can help—particularly with disruption, a remote workforce, and the need to keep businesses running.

Translating the voice of your customer (VoC) into business intelligence

Most organizations know that there are disconnects and mistakes that occur among their customer service teams that directly correlate to poor business performance

Equipping your remote workforce for success during the pandemic—and beyond

It's clear the pandemic has brought on the need to rethink how knowledge management should best be addressed in a WFH world

How AI will help to shape the new normal

To achieve its potential, there is no escaping the fact that AI must have accurate, clean, and managed data

The call center of the future: WFH is here to stay

Companies that take advantage of the real benefits associated with remote teams will be better able to compete in the future

What on Earth is a CDP?

A generic CDP solution, promising end-to-end capability is going to leave you dissatisfied in the end

The new omnichannel priority for retail supply chains

Retailers need to predict where demand will occur, across brick-and-mortar and online channels, and efficiently fulfill the right quantity of products to thousands and even millions of locations

Public sector CX: Why improving CX matters 

Improving CX in a government agency can be as simple as implementing a 24/7 online virtual help desk and online chat bots, which are able to predict customers' questions to provide quick answers

Why the voice of the customer is more important than ever

While most voice of the customer metrics have traditionally been viewed in aggregate, the shift toward gathering individual voice of the customer data is underway

Leveraging technology to supercharge customer content

Four strategies to consider for keeping a steady flow of content that consistently meets each customer's unique interests

Knowledge management and the impact of COVID-19

Executives at leading knowledge management software and services organizations are reflecting on the lasting impact we can expect

Virtual agents can take enterprise service management to new levels

The time is right to focus on the role of virtual agents in improving customers' service experiences

Harnessing the power of text analysis

Understanding natural language processing, common obstacles faced, and methodologies to overcome them

Your new year's resolution: Get serious about your consumer data privacy strategy

How an organization responds to CCPA and future-proofs itself against additional laws will dictate how well it will perform for years to come

Up-leveling customer communications infrastructure with RPA

With RPA, AI-powered robots observe humans using software and then learn to use the software themselves