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ViewPoints

How chatbots can accelerate trust

People want to have conversations with people, even when they're actually communicating with a machine

Analytics in action: Where do you land on the data maturity curve?

These five stages can help define priorities and smart steps for long-term business impact 

Why there has never been a better time to go paperless

If there is any hesitation about going paperless, here are three of the top reasons to start making the transition today

Top considerations for ECM and content services in a customer-first digital world

Increasing customer retention rates by 5% can increase profits by 25%-95%. With that return, putting forth the effort to integrate ECM, CSP, and CCM platforms is well worth it

Going beyond smart MFDs to connect the dots between present needs and your digital future

You may not think of your multi-function devices (MFDs) as a stepping stone to digital workflow transformation, but by applying intelligent automation capabilities to MFDs they become an on-ramp to transformation

Enhancing mobile engagement through the power of natural language processing

Advancements in technology have changed how customers engage with businesses, and it's becoming more evident that customers want to be met wherever they are, in their preferred channel

2021 Digital CX trends: What you need to know about what’s next

Don't settle for "back to normal"

Content intelligence 101

As digital initiatives focus more on experience, personalization, and conversant interactions, a new dimension of automation is emerging that goes beyond just data

High employee expectations shape the future of remote IT

The only way to keep pace with enterprise decentralization is to deploy digital solutions that can bridge the physical distance between employees, customers, and the stakeholders involved in driving the business

5 core principles for successful AI/human partnerships

AI is not magic—it runs on data and knowledge

How to solve problems created by fragmented and distributed content

When companies continually expand the number of silos in their toolset, the preferred solution is not consolidation, but a better search tool that utilizes federated search technology

Security challenges of the hybrid workforce

By the end of 2020, 94% of businesses large and small had decided that working from home actually enhanced productivity—making internet safety protocols for WFH a new business priority

MDM and data governance: What comes first, the chicken or the egg?

In a very real sense, data governance is the "business function" of MDM, controlling how data is created, collected, and used

5 best practices for securing a remote workforce

Given that remote work is likely here to stay, it's worth asking: How does remote work create risks around sensitive and confidential knowledge?  

The power and plight of personas

Research shows personalization can reduce customer acquisition costs by up to 50%, increase revenue by up to 15%, and boost marketing spend efficiency by up to 30%

Harnessing the power of knowledge in the new normal

Now more than ever, knowledge workers depend on fast, secure and reliable access to knowledge

Knowledge management culture and the government workforce

The biggest change for many organizations since the onset of the global COVID-19 pandemic has been determining the policies and tech that make a digital workplace work, as well as strengthening department, team, and personal connections

6 steps for engaging employees regardless of their workspace

As companies continue to navigate the challenges brought on by the COVID-19 pandemic, they must ensure employees are engaged and supported in every work environment

How remote teams can use organic self-service KM tools

Adopting strategies that incorporate organic elements can dramatically accelerate common support workflows by reducing the friction between accessing knowledge and productive output

Four best practices for eliminating data chaos and information silos in 2021

It's imperative that organizations establish rules of engagement and best practices for the use of content and collaboration platforms in 2021