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How smartphones are transforming customer experience

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

Observations on KMWorld 2019

At KMWorld 2019, three themes emerged with much greater emphasis than in previous years

Leveraging Microsoft 365 for CCPA and GDPR compliance

Companies that already have or intend to invest in Microsoft 365 can save significant time and money by simply learning to configure and deploy various tools and features already included in Microsoft 365 to help meet privacy requirements

Why data quality matters to any industry

Since bad data can adversely affect the business, it is crucial to learn proactive measures to combat and treat it at its source

Preparing for the third wave of innovation with intelligent automation

Creating an intelligent digital workforce through automation

Next in Data Privacy Compliance: The California Consumer Privacy Act

Compliance with new U.S. data privacy laws requires the right information management strategy

BPM moves to the next level

We are again at the crossroads as the industry doubles down on digitally transforming operations to deliver personalized, consistent customer experiences that are integrated across all points of interaction

How today’s businesses benefit from intelligent automation

While at first they may be apprehensive thinking that new technology could "take my job," employees discover that automation is not meant to replace them but to serve them by performing tedious, time-consuming tasks

The battle for business productivity: Office 365 versus the G Suite

It's up to leaders to make sure they choose the best suite of productivity tools for their enterprise—evaluating workflows and growth plans in order to choose tools that can evolve alongside the business

A better era for IT service desks

For too long IT service desk teams have struggled with tools which are inadequate for maintaining complex organizational infrastructures

I’ll Be [Working From] Home for Christmas: Tackling Remote Workforce Challenges this Holiday Season

Document security and collaboration issues must be addressed up-front to ensure a smooth holiday season for the workforce and the business

Advice to KM practitioners: Be a chef, don't rely on recipes

Video interview with Dave Snowden, Founder & Chief Scientific Officer, Cognitive Edge at the KMWorld 2015 conference

Challenges of Change Management

Video commentary by Steve Barth, Senior Consultant, Hitachi Consultant, at the KMWorld 2015 conference.

Adopting and adapting existing word lists and taxonomies

Knowledge workers might be looking at the same body of data, but they use different terms to talk about it . . .