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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

Text analytics reaches new territory

If you only want to sort through documents and classify them, text analytics may not be necessary, but if you are interested in understanding the meaning of the text for purposes such as concept extraction, then text analytics provides the best approach.

KMWorld AI 50: The Companies Empowering Intelligent Knowledge Management

Knowledge graphs enhance customer experience through speed and accuracy

Although knowledge graphs have been deployed by major companies such as Google, Amazon, and LinkedIn due to their ability to incorporate relationships in their analyses as well as their speed, only in the last 5 years has their use become more widespread.

How to Brand and Market Your KM Products (Video)

TechnipFMC's Tamara Viles presents 6 best practices for branding and marketing your KM products in this clip from her presentation at KMWorld 2019.

ViewPoints

Translating the voice of your customer (VoC) into business intelligence

Most organizations know that there are disconnects and mistakes that occur among their customer service teams that directly correlate to poor business performance

Equipping your remote workforce for success during the pandemic—and beyond

It's clear the pandemic has brought on the need to rethink how knowledge management should best be addressed in a WFH world

How AI will help to shape the new normal

To achieve its potential, there is no escaping the fact that AI must have accurate, clean, and managed data

The call center of the future: WFH is here to stay

Companies that take advantage of the real benefits associated with remote teams will be better able to compete in the future

Columns

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

Digitalisierung vorantreiben: vom klassischen ECM zu einer flexiblen Content-Services-Plattform

The Trend-Setting Products in Knowledge Management 2020

A Knowledge-Streaming Enterprise for Turbulent Times: 2020 KMWorld Digital Transformation Research

Intelligent Enterprise Search Overview Video

Customer Relationship Management Companies and Suppliers