Industry leaders share their thoughts on knowledge management at KMWorld 2022
Seasoned speakers and thought leaders shared their experience and ideas on AI and machine learning, building high-performing teams, resetting organizational culture, next-gen KM, and more at KMWorld 2022.
Industry leaders shared KM insights during their panel on Tuesday with Ronan Kirby, chief customer officer, Starmind; Doron Gower, chief solution architect, KMS Lighthouse; James Morris, senior information scientist and solution architect, Semaphore by Marklogic, Smartlogic.
Kirby shared the value of knowledge democratization at scale, and how to save $71M by making it easy to access employees’ knowledge in real time within the organization.
You can’t possibly ever exhaustively document what someone knows, Kirby explained. Only 20% of an organization’s knowledge is documented.
“How do you capture the undocumentable knowledge?” Kirby asked.
How can you unleash the power of what people know, beyond what’s documented for accessible through federated search?
Using the power of AI, Starmind users are unleashing undocumented, inaccessible knowledge in real time within the organization, Kirby said. A great AI engine will dynamically learn and dynamically unlearn in real time to expose the tacit knowledge outside of people’s personal, professional networks as people become more distributed in a hybrid work environment.
Gower shared details from the “Total Economic Impact Report” by Forrester on the cost savings and benefits from implementing KM as well as how KMS Lighthouse saved a client $2.2M in call center and digital operations costs.
Organizations are having a difficult time finding the right answer for the right questions as information continues to pour into enterprises. They need to find the right person with this information at the right time. You need the flexibility to provide answers anywhere, anytime, Gower said.
The report by Forrester found that by using KMS Lighthouse knowledge management it reduced call center average handling time, digital channel handling time also decreased, and this organization was able to streamline onboarding for new staff.
“The key methodology needs to be that employees can find the information they need so they don’t have to rely on other employees to get what they need to do their job,” Gower said.
Morris shared three trends and case studies that illustrate the value of knowledge sharing.
“The more context we can provide through that data, the less we need to read in documents,” Morris said.
The first trend is data agility, Morris noted. Metadata is what makes data meaningful. Forward-thinking data strategies must be metadata-centric to surface critical information, make data valuable, usable, secure, and trustworthy. Active metadata makes data management processes intelligent and dynamic.
The second trend is taxonomy-database partnerships and the third trend is “revenge of the documents,” Morris explained.
“I just don’t need the data, I need the context,” Morris said.
KMWorld returned in-person to the J.W. Marriott in Washington D.C. on November 7-10, with pre-conference workshops held on November 7.
KMWorld 2022 is a part of a unique program of five co-located conferences, which also includes Enterprise Search & Discovery, Office 365 Symposium, Taxonomy Boot Camp, and Text Analytics Forum.