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
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.
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.
The importance of AI is underscored by forecasts for revenue growth. Worldwide revenues for the AI market, including software, hardware, and services, are forecast to grow 16.4% year over year in 2021 to $327.5 billion, according to the latest release of the IDC Worldwide Semiannual Artificial Intelligence Tracker. To help spotlight innovation in knowledge management, KMWorld presents the annual KMWorld AI 50, a list of vendors that are helping their customers excel in an increasingly competitive marketplace by imbuing products and services with intelligence and automation.
People want to have conversations with people, even when they're actually communicating with a machine
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
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
Don't settle for "back to normal"
The technologies exist today to achieve almost any corporate or departmental goal. What is lacking is the nerve to think big and think beyond the status quo—to break barriers, to collaborate, and to share.
How do we manage the hype and promise for new inventions while making sure that they represent a realistic opportunity? Can we invent self-driving cars or a Boeing 737 MAX without exposure to the risks these innovations can pose to our lives?
For the next generation of conversational computing, it is hard to avoid the conclusion that the only companies that have enough researchers, enough processing resources, enough motivation, and, above all, enough data to deliver the much- needed improvements are the consumer giants.
Many innovations from the past needed the insight of entrepreneurs as well as technologists to change the world. That's also the case with machine learning and AI.