How brands win with an IoT-enabled customer experience
02 May 2022
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
18 Mar 2022
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
04 Mar 2022
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
22 Feb 2022
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?
15 Feb 2022
Technology has a growing role in customer service, but it has not replaced the human agent
Knowledge solutions for a health-challenged world
14 Feb 2022
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
04 Feb 2022
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
03 Feb 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
31 Jan 2022
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
20 Jan 2022
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
With digital on the rise, knowledge workers need the tools to thrive
03 Jan 2022
With the move to electronic documents, organizations need efficient ways to implement electronic signatures into employees' workflow
3 Ways third-party data can help enhance a company’s analytical approach
20 Dec 2021
The road to best practices in data may not be a short one, but it's one all companies must take to survive today and into the future
KMWorld Connect 2021 recap: Knowledge graphs were front and center
08 Dec 2021
In 2021, knowledge graphs weren't just blossoming—they were blooming—and it was clear that we are now in the knowledge graph stage of KM development
4 KM predictions for CX, content management, and analytics in 2022
06 Dec 2021
Non-digital natives have become more digitally fluent and, as such, demand for more digital customer service touchpoints that help these consumers and address their specific needs has increased, according to NICE CXone's Chris Bauserman
5 Knowledge graph insights from KMWorld Connect 2021
24 Nov 2021
Knowledge graphs continue to make a splash in the KM space
9 Key takeaways about search and content management from KMWorld Connect 2021
22 Nov 2021
Artificial intelligence, machine learning, and knowledge graphs are changing how search is implemented and delivered
The solution for the third-party data challenge
12 Nov 2021
Now is the time to perform an audit to understand where your organization is at risk and institute a robust first-party data policy
8 reasons why the future of self-service is chatbots
05 Nov 2021
Chatbot technology has become an irreplaceable part of the self-service experience
Managing your most human data source: Microsoft Teams
21 Oct 2021
In the wake of remote work, Microsoft Teams was ahead of the zeitgeist, enabling teams to continue collaborating outside of the traditional office
The solution for the third-party data challenge
11 Oct 2021
Third-party data is collected on a user but does not require a direct relationship to that user