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ViewPoints

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

With digital on the rise, knowledge workers need the tools to thrive

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

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

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

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

Knowledge graphs continue to make a splash in the KM space

9 Key takeaways about search and content management from KMWorld Connect 2021

Artificial intelligence, machine learning, and knowledge graphs are changing how search is implemented and delivered

The solution for the third-party data challenge

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

Chatbot technology has become an irreplaceable part of the self-service experience

Managing your most human data source: Microsoft Teams

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

Third-party data is collected on a user but does not require a direct relationship to that user