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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

Making smarter connections with knowledge graphs

Data fabric is the next level of maturity for data integration, and it can make very effective use of knowledge graph technology.

KMWorld 100 Companies That Matter in Knowledge Management 2022

Flexibility, agility, and the ability to pivot continue to be essential characteristics of winning companies. Organizations must have the right tools and products so they can break down information silos, better understand the experiences of their customers and employees, uncover trends, expand collaboration, deploy AI and machine learning appropriately, and take advantage of automation to lighten the burden of mundane, repetitive tasks.

Looking to the future: 2022 KM outlook

The most drastic change KM has grappled with in the 2020s is the explosion of remote and hybrid work, which sparked an urgent need to enable virtual communication and critical information access.

Enterprise search— an evolving technology

Today's search technology is much more intelligent, and capable of returning concept-based results rather than simple word matching based on indexed content.

ViewPoints

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

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

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

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

Columns

From robots to digital workers

As more firms use the term "digital workers" in place of bots, a spotlight is being shone on the role, importance, and increasing controversy surrounding enterprise automation.

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.

Knowledge Management Whitepapers

KMWorld 2022 Sourcebook and Buyers' Guide

Infused Analytics for SaaS Companies

How Text Mining and Natural Language Processing with PoolParty Drives Your Semantic AI

The Modern Workplace Demands A New Approach To Knowledge Management

Customer Relationship Management Companies and Suppliers