Equipping your remote workforce for success during the pandemic—and beyond
31 Jul 2020
It's clear the pandemic has brought on the need to rethink how knowledge management should best be addressed in a WFH world
Fundamentals of modern knowledge management
16 Jul 2020
The answer to the problem of digital fragility lies in knowledge centralization
Overcoming a key roadblock to digital transformation
08 Jul 2020
To truly take advantage of digital transformation organizations must adopt new approaches to "records management" and a new notion of what information really means to the organization.
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
Why the voice of the customer is more important than ever
15 Jun 2020
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
02 Jun 2020
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
13 May 2020
Executives at leading knowledge management software and services organizations are reflecting on the lasting impact we can expect
Knowledge management and the new normal
30 Apr 2020
James Carroll, partner and director at TetraVX, and Kevin Beasley, CIO at VAI, explain the importance of security and privacy safeguards in the new COVID-19 WFH world
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
Proven strategies to manage a work-from-home workforce
18 Mar 2020
The business world has evolved in recent years as more companies have opted for an increasingly distributed and mobile workforce through the widespread adoption of collaboration and conferencing technologies
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
Your new year's resolution: Get serious about your consumer data privacy strategy
02 Jan 2020
How an organization responds to CCPA and future-proofs itself against additional laws will dictate how well it will perform for years to come
New Research: Businesses face a 'digital ceiling' in their transformation progress
02 Mar 2020
Companies have a difficult challenge breaking through to the most advanced levels of digital maturity
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
Choosing the right CMS
13 Feb 2020
The easiest way for marketers to create a unified communications strategy is by using a content management system
Showing your customers you care: 5 steps for success
03 Feb 2020
Here are five ways support teams and business leaders can implement modern support techniques in order to show their customers they care and keep them coming back
Observations on KMWorld 2019
21 Nov 2019
At KMWorld 2019, three themes emerged with much greater emphasis than in previous years
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
How smartphones are transforming customer experience
02 Dec 2019
Support organizations that can leverage the power of the smartphone in order to transform their contact center can not only gain key insights to help streamline support operations but can also make agents more effective