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Customer Relationship Management > Features
Customer Knowledge Management (CKM) involves integrating customer relationship management and knowledge management to provide customers with information specifically useful to the customer. You can find the latest Customer Knowledge Management intelligence news, trends, and solutions right here.

Nominations for the 2022 KM Promise and KM Reality Awards Now Open

Making smarter connections with knowledge graphs

Data fabric is the next level of maturity for data integration, and it can make very effective use of knowledge graph technology.

KMWorld 100 Companies That Matter in Knowledge Management 2022

Flexibility, agility, and the ability to pivot continue to be essential characteristics of winning companies. Organizations must have the right tools and products so they can break down information silos, better understand the experiences of their customers and employees, uncover trends, expand collaboration, deploy AI and machine learning appropriately, and take advantage of automation to lighten the burden of mundane, repetitive tasks.

Looking to the future: 2022 KM outlook

The most drastic change KM has grappled with in the 2020s is the explosion of remote and hybrid work, which sparked an urgent need to enable virtual communication and critical information access.

Enterprise search— an evolving technology

Today's search technology is much more intelligent, and capable of returning concept-based results rather than simple word matching based on indexed content.

Workflow automation: Fast growing across the enterprise

To meet the increasing expectations posed by sophisticated, cross-departmental workflows and more complex buyer journeys, it is necessary to have shared, unified data.

Putting intelligent search to work

AI enables search to surmount its basic keyword limitations to become a nuanced form of simplistic linguistic interactions, and the overarching utility provided by search itself has also burgeoned into more than previously offered, even a short while ago.

KMWorld Readers' Choice Award 2021 Winners

The categories for the 2021 KMWorld Readers' Choice Awards were wide-ranging. In all, there were 14 areas in which products and technologies could be nominated and ultimately voted upon. They include business process management, cognitive computing and AI, customer service and support, e-discovery, knowledge graphs, text analytics and NLP.

What’s ahead at KMWorld 2021

Jane Dysart, KMWorld conference chair, and founding partner and curator of curiosity, Dysart & Jones Associates, provides a look at what's ahead for KMWorld 2021 attendees. The conference will be held November 15-18, 2021 at the JW Marriott Washington, DC

KMWorld Trend-Setting Products of 2021

To help showcase advanced products and services, each year KMWorld magazine looks for offerings that are designed to help organizations derive greater benefit from their information, share knowledge efficiently, make better decisions, enable compliance, effectively support employees, and communicate seamlessly with customers.

Modern customer service—More social, more intelligent

Efficiency has been a big motivator for the use of RPA; in customer support applications, a goal has been to use bots to help agents reduce handle time for customer calls.

KMWorld AI50 : The Companies Empowering Intelligent Knowledge Management 2021

The importance of AI is underscored by forecasts for revenue growth. Worldwide revenues for the AI market, including software, hardware, and services, are forecast to grow 16.4% year over year in 2021 to $327.5 billion, according to the latest release of the IDC Worldwide Semiannual Artificial Intelligence Tracker. To help spotlight innovation in knowledge management, KMWorld presents the annual KMWorld AI 50, a list of vendors that are helping their customers excel in an increasingly competitive marketplace by imbuing products and services with intelligence and automation.

Mastering blockchain for traceability and trust

The unalterable nature of blockchain data means the consistency and correctness createan unassailable trust for numerous enterprise use cases.

The growing role of AI in the modern contact center

The global market for contact center software was $20.5 billion in 2020 and is predicted to grow 21% per year until 2028, according to Grand View Research. Within this market, interactive voice response (IVR) accounted for 23% of revenue and services for 42%. Despite a steady move to the cloud, on-premise solutions still accounted for 59% of the market. This proportion is likely to reverse within a few years, however, because of the agility, ease of maintenance, and ability to support remote workers that cloudbased contact centers provide.

KNOWLEDGE MANAGEMENT Industry Trends 2021

The need for technology-supported collaboration increased dramatically due to COVID-19—and a hybrid work environment is likely to remain the norm even after the impact of the pandemic subsides.

KMWorld 100 Companies That Matter in Knowledge Management 2021

Flexibility, agility, and the ability to pivot have always been critical to successful companies, no more so than now. Forward-thinking businesses don't want to merely survive; they want to dominate their market sectors. But to thrive, all organizations must have the right tools and products so they can break down information silos, better understand the experiences of their customers and employees, see hidden connections, expand collaboration, enable AI and machine learning where it is feasible, and take advantage of automation to streamline processes.

Understanding What Matters With Text Analytics and NLP

There's no limit to the business value that can be derived from parsing, appropriately contextualizing, classifying, and extracting text with NLP.

Cognitive computing: Building blocks

Machine learning is a part of many AI applications. The learning process is iterative; first, part of a dataset is input and analyzed, and a model is developed based on patterns and correlations among the factors in the analyses.

Looking to the future: 2021 Insight

KM teams should focus not just on pushing new technology but also on how they can better support foundational capabilities such as collaboration and expertise location in the digital workplace.

Graph databases team up with BI: It’s all about relationships

BI software, which is widely used and deeply embedded in many enterprises, can be enhanced bygraph databases that focus on connections.

Information governance 101: The regulatory compliance survival kit

Mapping data's flow throughout the enterprise is pivotal for securing information assets since it allows organizations to consider what they're trying to protect and what that requires.