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ViewPoints

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

Meeting customer expectations with workforce management and AI

Contact centers have used workforce management tools for some time, but today's solutions use AI and machine learning to facilitate an agile work environment

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