It’s not about knowledge, it’s about action
08 Mar 2023
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
09 Jan 2023
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
15 Dec 2022
Several KM leaders offer predictions for the space in 2023
Why reducing review time can revolutionize enterprise content search
14 Oct 2022
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
11 Jul 2022
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?
31 May 2022
It has been estimated that by 2024, consumer retail spend via chatbots worldwide will reach $142 billion—up from $2.8 billion in 2019
Bias in AI: Why it happens and how to fix it
04 Mar 2022
While no system is perfect, there are ways to minimize bias in AI through people, processes, technology, and regulations
How brands win with an IoT-enabled customer experience
02 May 2022
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
Why it’s important to make KM clickable
31 Jan 2022
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
Moving toward a paperless society by 2024
04 Feb 2022
The paperless society may have started with a push toward a cashless society, but technology has fueled a far more ambitious movement
Straight talk on automation: Getting the right stuff done with AI, ML, and RPA
22 Feb 2022
AI, ML, and RPA are all essential weapons in the battle against mundane, inefficient back-office processes
8 reasons why the future of self-service is chatbots
05 Nov 2021
Chatbot technology has become an irreplaceable part of the self-service experience
9 Key takeaways about search and content management from KMWorld Connect 2021
22 Nov 2021
Artificial intelligence, machine learning, and knowledge graphs are changing how search is implemented and delivered
4 KM predictions for CX, content management, and analytics in 2022
06 Dec 2021
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
24 Nov 2021
Knowledge graphs continue to make a splash in the KM space
How chatbots can accelerate trust
17 Sep 2021
People want to have conversations with people, even when they're actually communicating with a machine
Content intelligence 101
22 Jul 2021
As digital initiatives focus more on experience, personalization, and conversant interactions, a new dimension of automation is emerging that goes beyond just data
Going beyond smart MFDs to connect the dots between present needs and your digital future
19 Aug 2021
You may not think of your multi-function devices (MFDs) as a stepping stone to digital workflow transformation, but by applying intelligent automation capabilities to MFDs they become an on-ramp to transformation
Enhancing mobile engagement through the power of natural language processing
04 Aug 2021
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
The power and plight of personas
14 May 2021
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%