Knowledge management in 2021: KM enters a new stage
05 Jan 2021
The knowledge graph stage emerged in full at KMWorld Connect 2020
Robotic Process Automation 101
29 Dec 2020
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
22 Dec 2020
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
22 Oct 2020
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
23 Sep 2020
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
02 Sep 2020
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
06 Aug 2020
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
29 Jun 2020
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
19 Jun 2020
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
16 Jun 2020
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
13 May 2020
Executives at leading knowledge management software and services organizations are reflecting on the lasting impact we can expect
Creating an intelligent automation toolkit
22 Apr 2020
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
08 Apr 2020
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
02 Apr 2020
The time is right to focus on the role of virtual agents in improving customers' service experiences
Harnessing the power of text analysis
18 Mar 2020
Understanding natural language processing, common obstacles faced, and methodologies to overcome them
David Weinberger's new book, Everyday Chaos, is honored with Axiom Award
09 Mar 2020
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
27 Feb 2020
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
13 Jan 2020
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
09 Dec 2019
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
24 Oct 2019
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