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

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

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

4 practices to get your e-discovery process recession-ready

Re-evaluating your approach to e-discovery will prepare your organization for what's to come and ensure you are ready to weather any storm

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

Visibility is key to securing an ethical future for AI and machine learning

Visibility for AI and machine learning is an essential feature for avoiding bias, and building and maintaining trust in the technology

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

Creating an intelligent automation toolkit

When deployed separately, robotic process automation and digital process automation technologies add immense business value, but when they are strategically combined, an entirely new level of business optimization is possible

The 'Interaction of Things' is coming of age

IoT devices are starting to impact the personal lives of consumers, but the part of the economy likely to be most affected in the 2020s will be the industrial sector

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

David Weinberger's new book, Everyday Chaos, is honored with Axiom Award

When you try to develop a machine learning application that affects people, you quickly learn that fairness is far more complex than we usually think, and also that fairness almost always requires us to make difficult trade-offs

Up-leveling customer communications infrastructure with RPA

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

Vibrant network ecosystems are turning supply chains into competitive weapons

The old paradigm for supply chain networks has run its course, and the future is in multi-enterprise, or multi-party business networks

Knowledge management predictions for 2020

As we approach a new year—and a new decade—executives from multiple industry sectors offer predictions on the intertwined areas of CX, information governance and compliance, and automation and AI

The changing face of knowledge management: How cognitive search can help

With the inundation of big data, enterprises are constantly on the prowl for advanced solutions such as AI-based cognitive search platforms that significantly help cut down on time and cost