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

Bias in AI: Why it happens and how to fix it

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

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

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

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

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

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

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

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

How chatbots can accelerate trust

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

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

Going beyond smart MFDs to connect the dots between present needs and your digital future

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

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

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%