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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

The expanding world of knowledge management

As one of the most mature of the technologies that supports knowledge management, search solutions have changed so much from the days of keyword searching that they are now often referred to as "insight engines."

Healthcare: Managing the information flow from wearables and remote monitoring devices

With broader use of wearables, routine monitoring of even asymptomatic high-risk groups such as the elderly may become the norm, allowing earlier intervention and improved outcomes.

THE SMART MONEY: Decoupling financial services for cross-departmental big data integration

Monetizing data while complying with regulations in finance is increasingly dependent on the ability to decouple the enterprise—across departments, business lines, and individual services.

The critical role of enterprise content management in digital transformation

The ability to personalize is an indicator that an organization is managing its content well enough to deliver what each individual needs.

ViewPoints

Knowledge management and the impact of COVID-19

As the U.S. and countries around the world begin to ease—or at least think about easing—restrictions stemming from the COVID-19 pandemic, executives at leading knowledge management software and services organizations are reflecting on the lasting impact we can expect. Greater use of cloud services, accelerated digital transformation, a need for the latest and greatest technology, and a generally stronger appreciation for knowledge management are among the key changes being seen.

Virtual agents can take enterprise service management to new levels

The time is right to focus on the role of virtual agents in improving customers' service experiences

Harnessing the power of text analysis

Understanding natural language processing, common obstacles faced, and methodologies to overcome them

Your new year's resolution: Get serious about your consumer data privacy strategy

How an organization responds to CCPA and future-proofs itself against additional laws will dictate how well it will perform for years to come

Columns

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.

The convergence of convergence

The more systems and subsystems we attempt to stitch together, the greater the unpredictability.

Knowledge Management Whitepapers

How to Leverage AI Behavioral Models to Maintain Customer Satisfaction with Work-From-Home Agents

Intelligent Data Hub: The Next Generation of Smart Data Management

New Approaches to Master Data Management

Intelligent Data Hub - Taking MDM to the Next Level

Customer Relationship Management Companies and Suppliers