Translating the voice of your customer (VoC) into business intelligence

Most organizations know that there are disconnects and mistakes that occur among their customer service teams that directly correlate to poor business performance

Identifying new risks to ensure business continuity amid a pandemic

As the key source of information for an organization, knowledge managers must leverage and distribute new information using learning techniques that are most appropriate for the organization's varying audiences

Best practices for becoming a self-service business 

Businesses that resist a self-service workflow are limiting their growth and closing themselves off to new markets and customers

Understanding conversational technology through the evolution of communication

Full-blown AI assistants may be a thing of the not-so-distant future, and we can already see this evolution in AI-driven chatbots and virtual assistants.

How AI will help to shape the new normal

To achieve its potential, there is no escaping the fact that AI must have accurate, clean, and managed data

The call center of the future: WFH is here to stay

Companies that take advantage of the real benefits associated with remote teams will be better able to compete in the future

Smarter content connections: The key to digital business process innovation

To transform everyday business processes and create new employee/customer/supplier experiences, organizations first need to be able to link related content intuitively—and that requires unfettered inter-systems integration, an open approach to data exchange, and targeted use of AI

What on Earth is a CDP?

A generic CDP solution, promising end-to-end capability is going to leave you dissatisfied in the end

4 practices to get your e-discovery process recession-ready

Re-evaluating your approach to e-discovery will prepare your organization for what's to come and ensure you are ready to weather any storm

Equipping your remote workforce for success during the pandemic—and beyond

It's clear the pandemic has brought on the need to rethink how knowledge management should best be addressed in a WFH world

The secret to successful e-discovery

A multidisciplinary advisory team helps ensure a higher success rate and fewer problems throughout the e-discovery process

Fundamentals of modern knowledge management

The answer to the problem of digital fragility lies in knowledge centralization

Overcoming a key roadblock to digital transformation

To truly take advantage of digital transformation organizations must adopt new approaches to "records management" and a new notion of what information really means to the organization.

The new omnichannel priority for retail supply chains

Retailers need to predict where demand will occur, across brick-and-mortar and online channels, and efficiently fulfill the right quantity of products to thousands and even millions of locations

Setting yourself up for success prior to the next disaster

With the new workforce lifestyle, we've seen a number of problems that have arisen due to poor planning, including limited access to network connection, internet speed, data loss, and the inability to be on location

Public sector CX: Why improving CX matters 

Improving CX in a government agency can be as simple as implementing a 24/7 online virtual help desk and online chat bots, which are able to predict customers' questions to provide quick answers

Visibility is key to securing an ethical future for AI and machine learning

Visibility for AI and machine learning is an essential feature for avoiding bias, and building and maintaining trust in the technology

Why the voice of the customer is more important than ever

While most voice of the customer metrics have traditionally been viewed in aggregate, the shift toward gathering individual voice of the customer data is underway

Leveraging technology to supercharge customer content

Four strategies to consider for keeping a steady flow of content that consistently meets each customer's unique interests

Intelligent automation accelerates digital transformation of financial operations

Organizations that want to maximize the benefits of financial process automation can follow this three-step framework to begin working like the digitally enabled company of tomorrow