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Customer Relationship Management
Customer Knowledge Management (CKM) involves integrating customer relationship management and knowledge management to provide customers with information specifically useful to the customer. You can find the latest Customer Knowledge Management intelligence news, trends, and solutions right here.
Features

KMWorld 100 Companies That Matter in Knowledge Management 2021

Understanding What Matters With Text Analytics and NLP

There's no limit to the business value that can be derived from parsing, appropriately contextualizing, classifying, and extracting text with NLP.

Cognitive computing: Building blocks

Machine learning is a part of many AI applications. The learning process is iterative; first, part of a dataset is input and analyzed, and a model is developed based on patterns and correlations among the factors in the analyses.

Looking to the future: 2021 Insight

KM teams should focus not just on pushing new technology but also on how they can better support foundational capabilities such as collaboration and expertise location in the digital workplace.

ViewPoints

Capitalizing on the Data Economy: Why MDM and Data Governance Have Never Been More Critical

Platform-style MDM solutions in particular provide the data model flexibility to allow the business to develop a common data model, often for the first time in an enterprise

Knowledge management in 2021: KM enters a new stage

The knowledge graph stage emerged in full at KMWorld Connect 2020

That data inside your company walls? It’s leaving you with blind spots.

Any knowledge management professional will tell you that just getting all of a company's internal data together and organized so it can be of use to its employees is a mountain of a task

Four key skills for building an effective CX program

Customer experience teams face a range of challenges that can be overcome by relying on these four pillars

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Thinking beyond the status quo

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.

Cognitive computing and AI begin to grow together

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?

Talk a little, type a lot - Will conversational interfaces survive Siri and Alexa?

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.

Ethical issues in AI and cognitive computing

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.

Knowledge Management Whitepapers

6 Killer Applications for Artificial Intelligence in Customer Engagement Contact Centres

Transform Customer Service with Next-Gen Knowledge

The New Knowledge Management Required for Customer Service in the COVID Era

The New Digital Customer Engagement for the New (Ab)Normal

Customer Relationship Management Companies and Suppliers