What’s ahead at KMWorld 2021

Jane Dysart, KMWorld conference chair, and founding partner and curator of curiosity, Dysart & Jones Associates, provides a look at what's ahead for KMWorld 2021 attendees. The conference will be held November 15-18, 2021 at the JW Marriott Washington, DC

KMWorld Trend-Setting Products of 2021

To help showcase advanced products and services, each year KMWorld magazine looks for offerings that are designed to help organizations derive greater benefit from their information, share knowledge efficiently, make better decisions, enable compliance, effectively support employees, and communicate seamlessly with customers.

Modern customer service— More social, more intelligent

Efficiency has been a big motivator for the use of RPA; in customer support applications, a goal has been to use bots to help agents reduce handle time for customer calls.

Top considerations for ECM and content services

Content services' contemporary reliance on advanced analytics and cloud connectivity means more than an improved ability to meet its goals—which are increasingly taking the form of process automation.

How chatbots can accelerate trust

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

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

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

Making the jump to hyperdrive

The new, all-digital workforce will be made from a combination of AI, machine learning, computer vision, naturallanguage understanding, robotics, and more.

The big opportunity for knowledge management

It may well be stating the obvious but we will not be returning to the old ways of working, even though some of us, myself included (as it turns out, I am in the minority), would like to.

How we innovate matters

Just as nobody was fooled by the arguments used to justify offshoring and outsourcing business processes, they should also not be misled by the furious energy behind automation, be it in the form of RPA or even AI.

The coming blue wave

It should come as no surprise that topping the list of requirements to create and sustain a vibrant blue economy are innovation, learning, and collaboration.

A Roadmap to Adaptive and Agile Enterprise Content Management

How Businesses Use AI for CX Success

The Trend-Setting Products in Knowledge Management 2021

Transforming Content Access to Speed Up Innovation