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Top trends in knowledge management for 2022

From the growth of cloud computing and mobile workers to the rise of new collaboration tools and intelligent search technologies, the world of knowledge management continues to evolve and, along with it, come new challenges and opportunities.

Looking forward to 2022, John Lewis, chief knowledge officer, SearchBlox Software, Inc.; Sam Hahn, technology evangelist, eGain Corporation; and Scott Litman, managing partner, Lucy, shared their insights with KMWorld about KM top trends.

“Key trends in KM for 2022 are around increased findability through automatically fixing content before searching and gaining insights into content gaps after searching,” Lewis said.

According to Lewis, the most-used hyperlink on the internet is the back button. Users will leave a website en masse because the page loading speed is too slow, the content is not engaging, the look and feel is not engaging, or there’s the inability to search and find answers.

People want search results that are relevant like Google’s search engine results page, insight-driven like Amazon’s recommendation engine, personalized like Spotify’s on-demand playlists, and voice activated like Apple’s Siri.

Businesses want solutions where setup is easy, security is solid, support is available, and search is advanced, Lewis said.

Intelligent search can help end-users make better decisions faster. Organizations can increase findability through Natural Language Processing to automatically fix content before searching. Businesses can also increase findability through analytics and insights after searching, he explained.

According to Gartner, digital transformation initiatives will be stymied without modern Knowledge management, Hahn said.

An eGain Survey Monkey poll reported that, “65% of agents cite knowledge-related issues as top pain points.”

The problem is that companies rushed to add digital channels without modernizing Knowledge management, only to see their customer satisfaction dive, Hahn said. The “Great Resignation,” work from home, and reliance on gig workers further widens the knowledge gap.

Knowledge management is the #1 technology that can simultaneously elevate customer, agent, and business experiences in 2022 and beyond, according to Gartner.

eGain provides a cloud platform for CX automation that is infused with AI and pre-connected with CRM and contact center systems to enhance customer journeys with virtual assistance, customer self-service, and modern agent tools, Lewis explained.

Litman noted that AI is the next biggest trend in KM as the “Great Resignation” continues and knowledge is lost by people leaving their jobs.

Additionally, companies should support working from home with data democratization. This means making data accessible to everyone, improving the onboarding process, and empowering employees, Litman said.

An archived on-demand replay of this webinar is available here.

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