It’s not about knowledge, it’s about action

Organizations cannot continue to digitally hoard knowledge. Investments in knowledge technology have to pay and provide an ROI. It all starts by making different decisions.

Fourth stage of KM revealed at the KMWorld conference

The broader implication of of stage four KM is that we may be beginning to move with more speed into the world of the semantic web.

Knowledge and training: Peanut butter and jelly for the customer contact center toast

Modern knowledge management and training are perfect complements to each other—the peanut butter and jelly for your breakfast toast.

Knowledge management experts provide KM predictions for 2023

Several KM leaders offer predictions for the space in 2023

Why reducing review time can revolutionize enterprise content search

Leveraging this finding of the brain's superior ability to recognize patterns, a next-generation viewer uses three progressive panels to display search results and document pages as visual thumbnails

Best P2P practices and their benefits

Using P2P automation solutions, organizations can maximize the productivity of the whole procurement team and streamline the whole process in the most effective way.

Why SaaS visibility matters

With the increase of decentralized workplaces and remote and hybrid work models, SaaS has overtaken on-premises apps and become critical to any company's success

The future of work is here

Three ways the transition to hybrid and remote work has changed business for good

How to take advantage of supplier information and mitigate risk

The regulatory environment requires that organizations should not only provide supplier information, but also fully understand it

Will chatbots replace search engines?

It has been estimated that by 2024, consumer retail spend via chatbots worldwide will reach $142 billion—up from $2.8 billion in 2019

How brands win with an IoT-enabled customer experience

The benefits of IoT-enabled CX aren't without some challenges in getting started, but if IoT is right for your business, the long-term advantages of improved CX, reduced cost to serve, and top-line growth are well worth the efforts

Knowledge management in the hybrid work era: 4 key insights

As the workforce left the traditional office and dispersed, so did the collective brain trust that keeps many organizations running smoothly

Bias in AI: Why it happens and how to fix it

While no system is perfect, there are ways to minimize bias in AI through people, processes, technology, and regulations

Straight talk on automation: Getting the right stuff done with AI, ML, and RPA

AI, ML, and RPA are all essential weapons in the battle against mundane, inefficient back-office processes

Past predictions for the future of the 2022 contact center: Were they right or wrong?

Technology has a growing role in customer service, but it has not replaced the human agent

Knowledge solutions for a health-challenged world

Because knowledge management software makes knowledge more accessible and adaptable, it can play a vital role in helping non-profit organizations grow while also connecting with people who were previously out of reach

Moving toward a paperless society by 2024

The paperless society may have started with a push toward a cashless society, but technology has fueled a far more ambitious movement

Top 5 trends for CIOs to watch in 2022

Now is the time for these CIOs to evaluate their organizational priorities and focus on trends that can help maximize the growth and impact of their businesses

Why it’s important to make KM clickable

With their new book, "Making KM Clickable," Zach Wahl and Joe Hilger have documented the collective knowledge and experience they have gained from helping countless customers with knowledge management projects

It’s all HX: How CX and EX can work together for business growth

Instead of treating customer experience (CX) and employee experience (EX) as silos, think about them as one holistic experience—human experience (HX)—and address them together