Do you have a project on your plate that you think is really cool, yet is so poorly defined you don’t even know where to start to make it happen? Bring your idea to this workshop and, using the research-based, experience-proven START method, you'll walk out with a draft project description which clearly defines what the idea is and why the project has business value (or why it doesn't!).You'll experience an innovation process you can use over and over again to win over key decision makers and set each project up for success from the start (or kill bad ideas before wasting time on them).

The volume of human and machine knowledge continues to grow exponentially. And as generative AI tools such as Chat GPT and Bard continue working their way into the mainstream, this growth will only accelerate, taxing the limits of traditional KM. As a result, leaders and decision makers will have far less visibility into how and even where their organization’s knowledge is generated, along with its validity. How many of your business decisions are automated? How many business rules does your organization have? How secure are they? What social amplification and other risks are inherent in your organization’s decision processes? If you can’t answer these questions, it’s a sign you need to start incorporating knowledge governance into your organization. In this workshop, you’ll learn how to build a top-level governance model, along with a plan for implementation, including how to measure results and make adjustments along the way. Learn the seven major facets of organizational knowledge governance, how to align them with overall corporate governance, and most importantly, how to evaluate the range of possible ESG impacts, both positive and negative. Don’t let the volume of knowledge overwhelm you. Rather, create more KM joy by putting a governance model in place, reducing the risk and uncertainty along your KM journey, and gaining greater value from your organization’s ever-expanding collection of knowledge assets.

Are you new to knowledge management? Want to learn about all the possibilities for making your organization smarter, more collaborative, innovative, and productive? Join our expert knowledge manager to gain insights and ideas for building a robust KM program in your organization—even if it is called by another name! This workshop highlights a range of potential enterprise KM activities being used in real organizations and shares how these activities are impacting the bottom line. It shows real KM practices and discusses various tools and techniques to give those new to KM a vision of what is possible in the enterprise.

Microsoft 365 is packed with powerful tools and features for building an effective intranet. But with so many options, it can be overwhelming to know where to start. This presentation takes a deep dive into the “out-of-the-box” features of SharePoint Online and Microsoft 365 and shows how to leverage them to build an intranet that meets your organization's unique needs. From creating and organizing content with SharePoint to enhancing communication with Teams and Viva Engage, it covers everything you need to get started. By the end of the session, you'll have a solid understanding of the key features of Microsoft 365 and how to use them to build an intranet that helps your organization communicate, collaborate, and succeed. You will also understand what is possible “in the box” and where you may want to invest in third-party solutions or custom development.

Before you start improving findability in your organization, it’s essential to do a reality check: what content you have, how everything is stored, how everything is being used, who the key users are, etc. Based on real-world examples, this workshop demonstrates how to do a search/content assessment and plan your short/middle/long term action plan to improve the overall knowledge findability (based on real-life case studies). Learn how to do a systematic review of your Microsoft 365 content and information architecture, how it contributes to your organization’s key activities, where the gaps are, and how to eliminate them to improve findability.

Successfully activating enterprise capabilities, such as knowledge management, sales enablement, marketing, ecommerce, and personalization, among others, requires a robust information strategy. Defining an information model which reflects your strategic business goals, addresses your current technology stack, and aligns with the needs of your internal and external users improves information connectivity and also encourages development of new organizational capabilities. This hands-on workshop provides practical tactics for designing, building, and maintaining the taxonomies, metadata, and ontologies that are at the foundation of your information infrastructure. Based on hard-won lessons learned from our work with Fortune 50 enterprises and leading ecommerce sites, this workshop provides a comprehensive overview of information modeling for enterprises. We explore the foundation for creating a consistent vocabulary that uniquely addresses your large enterprise, the framework for shifting to a model that meets both the needs of your enterprise and also your business units, systems, user profiles, and interfaces and the impacts of a project on technology, governance, workflows, marketing, analytics, search, compliance, and master data management.

Humans have always been storytelling animals. From sci-fi to fairytales and anecdotes shared around watercoolers, stories provide opportunities to learn, share, and take action on our hopes, dreams, and fears for the future. Narrative provides a collaborative and meaningful way for KM practitioners to explore the intractable issues of our time, a critical edge in embedding social and human capital into the world of work. Join the Cynefin team for one of their most popular workshop methods, Future Backwards. F-B is an alternative to scenario planning and a side-casting technique designed by Dave Snowden. The method brings groups together through storytelling to increase the number of perspectives that an organization can take both on understanding its past and a range of possible futures. It is a fun, connecting method used for lessons learned, historical analysis, and context setting among other purposes. Learn how to expose the number of perspectives that a group can take both on an understanding of its past and of the range of possible futures, discover what entrained patterns of past perception in an organization are determining its future, compare and contrast different aspirations as to the present and the future, and generate multiple turning points or decision points for use in the social construction of the Cynefin framework. This interactive and engaging workshop gives a practical approach to engaging employees in storytelling to explore the future of organizations, a means of conditions for novel discovery, cross-pollination of ideas and transformation, and lessons learning in workshops and beyond.

Employees are complaining about the amount of information they have to wade through—too much content, much of it duplicated, information and communication is irrelevant—and missing what they really need. Sound familiar? Delivering relevant, contextual experiences to employees is a priority, but where do you begin? Let our experienced speaker share tips and techniques for reaching different levels of personalization and targeting in many forms; plans for how to get started; and different types of personalization and where they are best applied.

Humans connect through stories, and KM is all about connecting people. Even so, many KM programs don’t utilize storytelling to drive adoption or teach the art of storytelling. This interactive workshop builds on a 2019 KMWorld storytelling workshop and adds the winning storyteller from that session, an attendee from the European Patent Office. Participants learn about storytelling through several fun activities, get a heightened awareness of the power of stories, and learn how to run storytelling workshops in their own organizations. A special focus is on the “KM Origin Story,” in which attendees learn about telling a story that makes the case for the magic of KM. Come and learn and enjoy “story-listening,” as other KM practitioners tell their own tales.

KM is all about collaboration, and as our organizations struggle with digital transformation and encompassing a global workforce, platforms matter. In addition to traditional platforms that we are now quite used to, there are 3D platforms that are stretching our capabilities. Learn more from our expert. Bring your questions and curiosity and be prepared to play and use your imagination about how new tools might fit into your enterprise.

This high-demand workshop, given by a KM pioneer and popular KMWorld speaker, focuses on how to build a successful KM strategy and revitalize knowledge sharing within your organization. Snowden, our workshop leader, engages participants, taking them through a step-by-step approach to rethinking the role of the KM function within an organization. It includes creating a decision/information flow map to understand the natural flows of knowledge; defining micro-projects that directly link to the decision support needs of senior executives; mapping the current flow paths for knowledge within the organization; and finding natural ways to manage the knowledge of the aging workforce as well as the IT-enabled apprenticeship. Using real-world examples, Snowden shares winning strategies and insights to rejuvenate your knowledge-sharing practices. Always fresh and filled with interesting stories, this workshop continues to stand out with our audience!

Knowledge doesn’t manage itself. No matter how far AI/ML evolves, knowledge, whether human or digital, will always need human curation. And as the growth in edge computing and hyper-automation continues to accelerate, having a reliable, consistent curation framework in place is more critical than ever. There is no shortage of tools and techniques for building knowledgebases and repositories. Yet the question remains: “How do I stay on top of the explosive growth in human and machine knowledge in my organization?” This workshop helps you do this by gaining an understanding of the three main pillars of knowledge curation: 1) knowledge capture and transfer; 2) governance; and 3) architecture, including the tools, platforms, and processes for putting it all together. Key elements include how to determine what knowledge is worth capturing and in what form; reconcile different world views, mental models, and learning modalities across various human and machine knowledge sources and recipients; determine which tools and approaches are appropriate for different types of knowledge; integrate the various tools and approaches into a single system; vet knowledge and keep it up-to-date; and make knowledge flow and grow, from a single individual to an entire community of experts and practitioners. Join our experienced KM expert and take home an initial plan for creating more KM joy in your organization by setting up and implementing a world-class knowledge curation program.

In this practical, hands-on workshop, Rodgers covers the difference between navigation and site structure (think experience vs. build); understanding user needs and pain points; the value of user groups and label information through a live card sorting session; using tree testing to see if you have your navigation right and where it might need help; and best practice approaches to designing intranet navigation that works. Using real-world examples, this workshop provides lots of tips and techniques to enhance digital workplace navigation experience.

During the last 3 decades, many organizations have built communities of practice (CoPs), and they play many roles: hosting forums for members to draw on the knowledge of more senior staff, collectively developing technical procedures and innovations, managing mentoring relationships, sponsoring discussions for collectively thinking through particularly difficult technical issues, and building relationships between their members. People are the center of CoPs, and technology is a background enabler. In today’s virtual and remote working world, technology platforms are being honed to adapt to the world in which we currently live and connect. These platforms thrive on thoughtful exchange in a practice becoming known as “working out loud.” Sharing ideas and perspectives in new ways allows us to work things out together or cast our nets wider for support. Our experienced community leader discusses community fundamentals and foundations; 10 key principles for successful CoPs; types of communities and examples of their use; community culture; community management, including creation; and preventing redundant communities as well as roles, goals, and measurements. Get new insights for your communities, share your experiences with your colleagues, and take your CoPs to the next level.

What is smarter than the new GPT/LLM-based AI? The combination of GPT-AI and text analytics. For all the success that GPT has accomplished in the public sphere, it has some limitations in the enterprise that text analytics can overcome—if done correctly. GPT/LLM’s weaknesses include tendency to hallucinate, that is, make up false facts; GPT/LLMs were trained on public information, but as we’ve seen many times, the content and vocabularies behind the enterprise firewalls are quite different; transparency, understanding why it says what it does. This workshop focuses on creating a text analytics foundation (autocategorization, data extraction, and more) as well as advanced applications that utilize text analytics to enhance and correct GPT-generated content. The text analytics foundation consists of orthogonal taxonomies with associated autocategorization and data extraction rules, sentiment analysis, and more. Learn how to set up a good text analytics environment starting with selecting the right tools, including text analytics software that creates a starting point for GPT and refines and corrects the GPT answers.

Have you been working with complex challenges and methods for a long time and wish to add something new to your toolkit? Or are you new to complexity and looking for a place to start? Join this workshop to learn about a complexity-informed approach to navigating the seas of organizational needs within the bigger-picture global tides. Estuarine mapping was presented for the first time at last year’s conference by Dave Snowden and is gaining traction worldwide in industry and government as a conflict-free approach to strategy. In this hands-on, interactive session, learn how to assess the constraints at play in the organization and networks, to make the energy cost of doing “bad” things harder and “good” things easier, while allowing for emergence along the way. Explore how this framework links into radical new means of distributed decision making at the intersections of technology and human sense-making, using the power of narrative and human connection, to find novel possibilities along the path. The workshop covers what we can change and manage in a complex environment, what we do when simple goals don’t work, how we plan for uncertainty, how we combine the grand vision with the day-to-day to build collaborative organizations, and how we do sense-making at scale with human sensor networks. Get a practical compass to start working with different ways to create conditions for novel discovery, cross-pollination of ideas, transformation, and more.

This workshop focuses on the lifecycles and workflow processes that knowledge engineers require to effectively manage complex and large volumes of knowledge. Knowledge assets represent diverse types of information, such as terminologies, information models, data elements, quality metrics, protocols, decision support rules, policies, etc. Content vendors provide collections of knowledge assets for different domains, but companies have to ensure that all active knowledge assets are integrated with delivery workflows. Systematic processes for asset review and curation are necessary, including consistently updating and tracking changes. Speakers provide an introduction to the most important knowledge management activities, including the need to catalog and index knowledge assets, author and track asset metadata, manage relationships and dependencies among assets, import and export assets to/from various information systems, validate structural and semantic integrity when assets change, and implement a comprehensive asset lifecycle process. Get KM best practices, in combination with examples, challenges, and lessons learned from the extensive practical experience of speakers. Simple examples from the healthcare domain are used to illustrate the lifecycle and process management aspects.

With steady fluctuations in workforces and more seniors retiring in the next years, KM stays one of the biggest challenges for many organizations. Which tools are capable of managing knowledge easily? How can one drive adoption? Which processes need to be established to maintain high quality while not introducing a threshold for submitting new knowledge? How can one access this knowledge easily? This workshop discusses how to successfully implement well-working KM portals in Microsoft 365; describes the project flows and involved persons; deep dives into aspects such as workflows, content management, and how enterprise search and new AI technologies support efficient knowledge retrieval. Get lots of tips and strategies for engaging staff and supporting your KM program.

Mainstream knowledge management approaches tend to be very mechanistic, using the metaphor of knowledge as an asset, or as a thing to be captured, moved around, and stored. This metaphor especially supports the management of explicit knowledge in artefacts, documents, and data, but it doesn’t provide much guidance for how to work with knowledge at play in and between people. Futures Thinking and Foresight techniques can help us to reframe the way we work with knowledge in organizations and reimagine new, more diverse, and more productive ways of working with knowledge. In this interactive workshop, Susann Roth and Patrick Lambe take participants through a series of futures thinking activities to reframe and reimagine new KM possibilities in their organizations.

The old saying, “This ain’t my first rodeo” carries the connotation that the speaker has experience and is ready for a situation. But like any learning, mistakes would have been made along the way, and the lessons that were learned form the basis of the knowledge. This workshop is a partnership between three KMers from Texas with a combined 52 years of experience in knowledge management who have gained wisdom by learning from failures while also seizing serendipities. They work with participants, whether it’s their first rodeo or not, to crowdsource the biggest barriers being faced by their KM programs today and facilitate the co-creation of solutions to remove those barriers, focusing not only on what works, but what doesn’t. Have fun as you gain insights into other participants’ programs and immediately implementable ideas to stay on that bucking bronco.

Join us for the Enterprise Solutions Showcase Grand Opening reception. Explore the latest products and services from the top companies in the marketplace while enjoying drinks and light bites. Open to all conference attendees, speakers, and sponsors.

In today's fast-paced and data-driven business environment, disruptive and innovative technologies like generative AI, automation, and machine learning are playing a crucial role in accelerating digital transformation across all industries. They are changing the way organizations innovate, operate, and work. With proof points like ChatGPT, generative AI will soon enough have a significant competitive impact on revenue as well as the bottom line. With the power of AI that can help people broadly synthesize knowledge, then rapidly use it to create results, businesses can automate complex tasks, accelerate decision making, create high-value insights, and unlock capabilities at scale that were previously impossible to obtain. Most industry research agrees with this, including one major study that recently determined that businesses in countries that widely adopt AI are expected to increase their GDP by 26% by 2035. Moreover, the same study predicts that the global economy will benefit by a staggering $15.7 trillion in both revenue and savings by 2030 thanks to the transformative power of AI. As a knowledge worker and KM leader, embracing generative AI technology can deliver a wide range of new possibilities for an organization, helping it ,to stay competitive in an ever-changing marketplace while achieving greater efficiency, innovation, and growth. Hear what CEOs are saying and get our experienced analyst’s insights on delivering the value of generative AI in the enterprise while navigating the challenges.

Taxonomies have evolved enormously over the past couple of decades, as have the methodologies and best practices for curating taxonomies and deploying them within the enterprise. Our speaker and his team help people organize, categorize, and discover enterprise knowledge. Clarke reviews some of the major challenges that Fortune 500 companies have had over recent years, along with the breakthrough moments with co-designed solutions using now out-of-the-box tools that any taxonomy practitioner can benefit from. The use-cases include challenges of complexity, such as the evolution from term-based thesauri to logic-bearing ontologies, and challenges of scale, such as developing high-performance search and APIs for taxonomies with tens of millions of entities. Clarke also looks at breakthroughs in autocategorization resulting from the challenges of transparency and explainability, as well as the impact that large language models are beginning to have on enterprise language models. When Synaptica started building taxonomies and taxonomy software, the only use case for them was to improve metadata quality and consequently search precision and recall. This use case remains a compelling ROI for building enterprise taxonomies, but today, the highly evolved state of taxonomies also supports totally new use cases that provide additional ROI, such as the automation of business processes and decision making, chat-based search, and the generation of new knowledge by inferencing over content-aware knowledge graphs.

Check back soon for updates.

While generative AI has been around for some time, it has gone mainstream thanks to the hyper-successful launch of ChatGPT. If you manage contact center/customer service operations or you are in charge of transforming customer experience (CX), agent experience (AX), or employee experience (EX), do you wonder what you need to know about and do with generative AI so you can get ahead of your peers in leveraging this disruptive innovation? The next generation of knowledge, infused with AI and informed by analytic insights, all unified and orchestrated in a hub, may be the answer. Many organizations are already doing it and getting stunning business value with the hub. Learn more from our experienced speaker.

In today's dynamic world, knowledge practitioners have many competing demands with which to contend. Pre-/post-COVID work practices are the start of having to demonstrate agility most companies have never seen. As we add in the complexity of recent market conditions and our global socio-economic challenges, we are having to do business better and unlearn practices of the “good ol’ days.” As if that weren't enough, we are encountering technology trends that can enhance every aspect of how we work, but we are so busy working, we barely have time to connect and identify how tech can really help us move the needle. Come discover how CRB, an architectural, engineering, and construction (AEC) company, is prioritizing knowledge efforts to solve its most important problems, addressing client needs, and investing time and people power in AI analysis and application. CRB is marrying traditional and proven KM techniques with an intent to quickly adapt to ever-changing business and technology needs.

Do some KM practices influence organizational innovation more than others? To find out, our speaker used multivariate statistics using data collected from KM and innovation specialists working in international organizations. Thirty of the most common KM practices (identified from published U.N. organizations’ KM strategies and plans) were included in the study. First-time results show some knowledge practices do influence innovation more than others. They reveal the most influential practices and explore the nature of the relationship and interrelationships between KM practices. If your organization has a strategy for innovation, it may be useful to know which KM practices have the most impact so you can apply scarce KM resources for the maximum benefit or use the evidence presented here to build a business case for additional resources in support of innovation. Get insights and tips during this session. McBreen discusses enabling operations with real-time sensing at Amgen. He shares the digital transformation effort at Amgen focused on delivering insights to senior leadership and focuses on a key use case for the global operations function (process development, manufacturing, quality, supply chain, etc.) along with the practice of digital product management. Learn how this approach improves agility as well as the nature of challenges that arise.

KM has a strong organizational impact on all types of industries and impacts companies’ high-level KPIs or OKRs. However, with nonprofits in particular, measures of success look quite different. Nonprofit organizations care about the effect KM has on their mission and impact—from increased fundraising to additional services offered to clientele. Our first speakers discuss Feeding America, the largest charity in the United States, and how it affects the number of meals served. During the last year, Feeding America and Enterprise Knowledge have partnered together to develop a KM strategy, road map, and pilot backlog. The implementation enables Feeding America to find content more intuitively and accurately at the time of need; assure knowledge retention and sharing; fuel openness, collaboration, and community-wide learning; and actively curate, monitor, and maintain content. Hear how they designed and implemented a framework for KM that makes a direct impact on Feeding America’s organizational goals with greater productivity, employee retention, information flows, and overall meals served. Anahory shares how Bridgespan, a nonprofit consulting firm, has a successful KM program, developed through years of trial and learning. As Bridgespan embarked on moving exclusively to a Microsoft 365 platform, it's been able to add significant enhancements to the program. Anahory outlines the approach, discusses the ingredients found that were needed to establish a successful KM program, shares the use of technology to take that program to the next level, and discusses some of the failures and learnings experienced along the way.

In 2018, an agency-wide assessment determined that Knowledge Management and Organizational Learning (KMOL) needed to be strengthened at the United States Agency for International Development (USAID) to achieve development goals. After the assessment, USAID established an agency-wide KMOL function and hired the first ever agency KMOL officer. While many offices and teams across USAID have KMOL specialists, the agency KMOL function has sought to support those staff and establish a unified vision for KMOL at USAID. The KMOL function expects to launch the first-ever USAID KMOL policy later this year, pending clearance. The draft KMOL policy lays out a comprehensive vision for catalyzing agency-wide learning and generating more effective development and humanitarian outcomes. The draft policy is also unique in drawing explicit attention to the importance of local knowledge and local learning systems. To institutionalize KMOL across USAID, the policy establishes requirements for USAID staff and has been grounded within USAID’s business processes. USAID has developed a comprehensive strategy to support institutionalization and implementation of the policy and KMOL practices, such as establishing an agency-wide governing body for the policy, a change management strategy, a KMOL intranet and a community of practice. Get tips, ideas, and insights from this talk.

What’s the number-one thing that comes with a new project? Meetings! And lots of them, such as the kickoff, weekly updates, milestone check ins, brainstorming sessions, decision sessions—the list goes on and on. What if there were a way to virtually eliminate all of them and get the work done more efficiently? In fall 2021, during the height of COVID, a cross-department core team at PROS kicked off a new project spanning 4 months to evaluate and select a new learning management system (LMS)—no small task in and of itself. Our first speakers share their efforts to innovate and adjust to a new way of working: collaborating asynchronously with minimal meetings while leveraging all existing technology. They discuss their amazing results in eliminating an estimated 1,000 hours of meetings and saving the company approximately $54,000 in employee time. Best of all, the project finished on time and has proven to be a successful selection. Gomes discusses how the COVID pandemic brought the opportunity to use technology in favor of recording and disseminating knowledge. Face-to-face courses were transformed into online webinars spread across the internet; courses and lectures were recorded to allow registration, among other things. Gomes shows how Petrobras took advantage of technology to continue the evolution in KM after the pandemic, bringing the general context of continuity and a case study started in 2022 to generate ebooks for training courses for new employees, through recording face-to-face classes and subsequent conversion into ebooks. Get new ideas and practical steps to help plan your next project and stay productive.

A longtime employee technology practitioner, Ward explains the value of the digital workplace and how it drives employee engagement using evidence-based research and real case study examples of organizations that have measurably improved employee engagement through the use of digital tools such as the intranet, social/collaboration tools, etc. Get tips, ideas, and peeks at lots of today’s successful digital workspaces.

More than ever, employees are expecting organizations to deliver an exceptional digital employee experience, starting from their first impression when they are recruited, all the way through their organizational experience. Moving the experience from clunky to effortless is the goal. Rodgers discusses the value of improving the digital employee experience (holistic, strategic, integrated, innovative, and human), where to start through the lens of time and space and how to take a people-first approach to improving DEX (the before and after) featuring examples of how organizations are improving the digital employee experience across different sectors.

Join our experienced KM practitioners as they share tips and techniques for engaging employees from around the world in the digital workplace. Using real-world examples and insights gained over a number of years, our speakers provide lots of inspiring ideas for you to try in your digital environment.

The rise of new technologies such as AI and machine learning are transforming the landscape of KM and the future of work. They enable organizations to automate routine tasks and leverage large amounts of data to gain insights and make informed decisions. However, they require new skills and competencies, such as data analysis and digital literacy, which need to be developed and nurtured within organizations. This session looks at what tools you need to move your organization into the future.

Our industry leaders share their insights on the digital workplace transformations. This session is followed by a reception in the exhibit hall, where you can meet them to get more details. 

Selecting, deploying, and optimizing tools and technologies are vital to the success of KM. Ayanda discusses the considerations and best practices in selecting and deploying a next-generation KM system in a multidimensional setting, providing real examples of actions and processes that address organizational needs and enhance productivity. She focuses on scalability, interoperability, security, and cost-effectiveness that impact tool and technology choices as well as highlights the importance of evaluating functionality, usability, vendor support, and future-proofing for informed decision making. Effective deployment tactics such as piloting, user training, and change management are emphasized, along with optimizing tool utilization, monitoring performance, and adapting to changing business needs. Taking a systematic approach to selecting, deploying, and optimizing tools and technologies enables organizations to improve operational skills, streamline processes, and gain a competitive advantage. Using real-world examples, this session offers insights into key considerations and best practices for making informed decisions and achieving a successful digital transformation that enables successful KM.

In 2021, these speakers shared their vision, approach, and delivery of JPL's Institutional Knowledge Graph (IKG), a centrally maintained, ever-evolving knowledge graph identifying and describing JPL’s enterprise-wide concepts including people, organizations, projects, facilities, and the relationships between them. In 2022, they provided a follow-up to our IKG journey, describing how they put the IKG to work as a foundational layer for additional JPL taxonomies and semantic datasets to build upon. This year, our speakers present the continuing journey to their ultimate goal: providing a capability to answer questions. Get a brief refresher and update, then hear about current exploration and evaluation of a capability intended to translate natural language questions to RDF-based queries of a knowledge graph such as the IKG, a capability they have dubbed “Ask JPL.” They discuss the steps taken to prepare their knowledge graph, such as adding alternative, common-language labels to their ontology, adjusting the model to “flatten” inferred relationships, and pulling in mission data from various descriptive sources into the IKG to answer questions about JPL's core business: exploration of the universe. They share examples, capabilities, limitations, and the biggest challenge of all: managing end-user expectations.

Microsoft Viva provides critical applications and experiences to improve employee engagement and connection. New features and capabilities provide opportunities to ensure that your employees are both connected and engaged, no matter where they work. Learn practical approaches for employee communications in Microsoft 365—from SharePoint news and the personalized Viva Connections feed in Teams to Viva Engage and Viva Amplify. Take away insights into what is possible, what is coming, and how to improve communication and engagement outcomes with Microsoft Viva and Microsoft 365.

In its 17th year, the Intranet and Digital Workplace Awards are global awards that recognize outstanding contributions to the field, uncovering remarkable solutions that deliver real business value. This session is a chance to meet award winners and look behind the firewall to see what the winners have achieved. See creative, inspirational, and valuable ideas to take back and apply in your organization.

Do your employees complain there are too many systems in the digital workplace or that they aren’t sure which one to use for which task? You feel like you aren’t getting the most out of the M365 tools available and they can't find anything? If any of these sound familiar, this talk is for you. Rodgers uses real-world examples from a variety of industries to help understand the mess and the best approach to tackling it. Willinger discusses how Microsoft Viva aims to enhance employee engagement, well-being, and productivity through the integration of various tools and services. He highlights its focus on KM, which is achieved through the integration of several tools and services designed to help employees find, share, and apply knowledge within their organization. “Topics,” an AI-powered tool, automatically identifies and organizes information and resources based on topics of interest; “Learning” provides employees with access to personalized training and learning resources; “Connections” provides employees with a platform to connect with colleagues and experts to easily share knowledge and collaborate on projects, improving teamwork and innovation. Get lots of tips and ideas from our experienced speakers.

Our organizations have had a roller coaster ride with digital transformation over the last few years and most have embraced online work platforms. An organization's culture is created in the conversations between its members. But how do our enterprises encourage their people to interact, collaborate, and connect as they used to in a corporate building? How do they support learning, encourage deeper conversations and human relationships, and embrace and foster innovation?  Our panel addresses these issues, discusses reclaiming conversations, shares insights and experiences, and provides lots of tips and ideas for supporting KM joy, enhancing the flow of information and knowledge, and building stronger, more collaborative teams within the enterprise.

A long time KM practitioner and Deloitte’s Knowledge Capital Practice Lead, Eyal discusses how organizations can move beyond the tactical version of KM as a storage repository and view knowledge as source of growth for the organization and knowledge as its most important asset. He shares how connecting knowledge within the flow of work can drive better outcomes and benefits. Gain insights and ideas into how to get into the mindset to help you capitalize your organization’s knowledge.

Generative AI has real practical implications in search applications. This presentation discusses and demonstrates how generative AI, large language models (LLMs), and vector search can be used to create more natural and conversational search experiences, generate more comprehensive and informative search results, and personalize search results to individual needs and interests.

With the advent of advanced conversational AI, the cycle of learning through dialogue is digitalized. This AI not only serves as an interpreter, bridging the gap between novice queries and expert content, but also ensures continuous accessibility of vital institutional knowledge. Moreover, it offers organizations the desired control and oversight, providing insights about conversation effectiveness. This technology thus opens up opportunities for unlocking and safeguarding knowledge within organizations.

Our speakers share successful case studies from the Brazilian KM Society; learnings about their main challenges, practical solutions, implementations; and more. They share current scenarios in their organizations using the systemic collaboration model, a framework developed to explain the collaboration environment of organizations based on knowledge sharing as a process. They discuss the systemic collaboration model and how it characterizes the knowledge-sharing interactions in organizations, the communication and facilitation technologies used as a catalyst of the knowledge-sharing process, and the use and adoption of innovation and social technologies that support knowledge managers in coordinating and boosting the knowledge-sharing process, as well as the challenges and solutions implemented in each organizational environment.

What happens when you mix the age-old problem of enterprise knowledge overabundance with tech’s agile spirit of rapid iteration and autonomous teams? This is the fascinating intersection in which our first speakers, the KM team for technology at Liberty Mutual, have operated. The team's goal was to provide a platform that served as the single starting point for teams to find the trusted knowledge they need and share what they know with the community. They began with a documentation app created out of the organization’s need for disseminating information, then employed UX methods and reframed the problem space and platform in terms of what tech teams at Liberty needed. Hear how they are building a platform that empowers knowledge providers and consumers to do their work effectively by enabling knowledge sharing across enterprise tech teams, as well as the victories and challenges encountered along the way. Miksch discusses how Wipfli upgraded its KM system to Bloomfire and focused on its functionality under the name Wipfli Knowledge Search. The technology enhancements that Bloomfire brought increased not only the adoption of Wipfli Knowledge Search, but also broke down silos and increased the visibility of knowledge sharing as a practice at Wipfli. She shares the pathway to selecting Bloomfire, the wins and challenges post-implementation, and the overarching shift in perspective around knowledge at Wipfli, a traditional accounting firm growing into the 21st century by expanding into a wider breadth of business consulting.

In the tailspin caused by AI, managing knowledge becomes “crisis KM.” Agile? No, on steroids! Speakers discuss what technologies they use to connect people to people and people to content and share how PwC navigates through the challenges of having multiple technologies through the PwC network of firms. They share what the company is doing in the AI space particularly in the area of KM (particularly on the exclusive alliance between PwC globally with AI startup Harvey as well as the integration of OpenAI/ChatGPT in EMEA countries) and the importance of content management. Hear firsthand stories on “crisis knowledge management” and how KM helps the business to coordinate efforts around AI by creating an agile and dynamic content management system that captures knowledge shared in chatrooms and monitors news, use cases, and initiatives around this hot topic in 60 countries in EMEA. Learn how PwC is looking to redefine the job profile of the KM worker 2.0: In a tech-driven environment, what new skills are needed in the AI era, and how do we manage the transfer of tacit knowledge in the era of chat GPT?

Two impending federal mandates are coming down the line that carry a major impact for federal agencies and related organizations in those ecosystems: National Archives and Records Administration (NARA) will no longer accept transfers of permanent or temporary records in analog formats and will accept records only in electronic format with appropriate metadata, and agencies must manage all permanent and temporary records in an electronic format or store them in commercial records storage facilities. KM is the foundation for successfully adhering to these mandates, and content structure and information architecture are the key tactics that support this digital transformation. Agencies must put in place solutions to manage records electronically as well as digitize physical records in an electronic format accepted by NARA. For the Office of Science and Technology, simply having information in a digital format, such as a Word file or an image-based PDF, is not enough. Structured content and data management are core principles that shift the focus to managing data instead of managing documents. This presentation discusses how federal agencies can transform large amounts of documents at scale to comply with these executive orders as well as manage electronic records and develop and implement workflows that facilitate the frictionless flow of data and content.

Since our first speakers believe that successful KM capabilities focus on people, not technology, and therefore should be “platform-agnostic” as much as possible, they describe their experience at Johnson & Johnson, where they utilized Microsoft products to design and build a knowledge network consisting of multiple knowledge centers. This scalable approach allowed them to build a culture of knowledge sharing on a familiar platform, resulting in easier adoption. Nordin discusses PETRONAS, which has a complex operating landscape across its integrated value chain and operates in more than 50 countries globally. With vast enterprise knowledge being created every day, employees face difficulty in navigating the ever-growing wealth of knowledge within the enterprise platform, making content findability an evergreen KM pain point. PETRONAS has implemented a digital transformation journey to enhance the capability of SKILL, its enterprise knowledge platform. The platform acts as a repository to share and access knowledge such as best practices and lessons learned from various domains. One of the solutions implemented is the in-house-built search engine, EKIH, which uses a two-pronged approach to improve content findability by integrating data sources and breaking data siloes to eliminate blind spots. Based on PETRONAS’ asset ontology and taxonomy, it allows for accurate search results and, through its new crowdsharing module, enables knowledge sharing and content contribution, encouraging employees to share their individual tacit knowledge. Get ideas and insights from our speakers and possible practices and strategies to use.

As organizations strive to harness employee expertise and optimize business processes, the role of KM has risen in importance. However, managing and leveraging vast amounts of data can be daunting. This is where generative AI can play a vital role in improving the effectiveness of KM initiatives. This session explores the benefits and challenges of incorporating generative AI into KM initiatives and how to leverage it to automate knowledge capture, optimize knowledge retrieval, and generate new insights from existing data. It looks at the latest trends and technologies in generative AI and their implications for KM. McCullagh discusses practical considerations and challenges of incorporating generative AI into KM initiatives, including data privacy and ethics, and provides actionable insights and best practices for addressing these challenges and optimizing the use of generative AI in KM. 

What are the best ways to apply generative models inside the enterprise? Generative language models like GPT show an astonishing ability to summarize, digest, and explain information faster than any of us can, but are also known to lack the knowledge to answer questions that matter to the work inside your company and can be prone to hallucinate when lacking knowledge. This knowledge and expertise can only be found inside your own documents, but how can we effectively leverage existing resources? Zavrel reviews the core concepts of retrieval in augmented generative AI, including neural and vector search, prompting frameworks like LangChain, tips and tricks for prompt engineering, and proprietary and open source large language models. High-quality search has been a bottleneck to enterprise knowledge management for years, but new developments in AI have led to a much better language understanding, especially for complex natural language discovery queries, allowing enterprise search functionality beyond keyword search, without the efforts in named entity recognition and linking, without domain specific ML models, and without expensive ontologies or knowledge graphs. 

KM has become the critical player in leveraging tools such as GPT within the enterprise setting. Hook explores Novartis' journey to implement GPT-like solutions and how proper KM principles are essential to making it work. He shares the practical tips and tricks learned along the way and helps participants plan their journey to do the same.

AI provides the mechanisms to enable machines to learn. Incorporating AI in the delivery of knowledge will facilitate fast, efficient, and accurate decision making. AI provides the capabilities to expand, use, and create knowledge in ways we have not yet imagined. It uses machine learning to detect patterns in enormous volumes of data and model complex, interdependent systems to generate outcomes that improve the efficiency of decision making. The use of AI (machine learning) in delivering knowledge is based on the data that is used to train the machine learning algorithms and large language models such as Google's BERT, OpenAI's GPT-3, and Microsoft's Transformer, as well as AI applications such as Lucy.ai and other AI-powered search applications. When AI is utilized to drive decisions that the knowledge is without bias, the decisions made with the knowledge are accurate and ethical. This presentation examines AI’s ethical impact on the delivery of knowledge, including an examination of new paradigms, Knowledge-as-a-Service, large language model AI applications, and AI-powered search engines.

Our industry leaders share case studies of how knowledge graphs are revolutionizing KM programs. Popov discusses organizing and classifying information through a knowledge graph and how generative AI and ChatGPT might integrate into your organization to create taxonomies to classify data, ensuring that you are getting access to the right data in the right format; turning buzzwords into action; and unleashing the power of your data and its insights. He shares case studies to illustrate how to link diverse data, index it for semantic search, and enrich it with text analysis to build and scale large knowledge graphs across any industry. Hayden discusses supporting green strategies with enterprise knowledge graphs, an ideal platform to use in the environmental, social and governance (ESG) domain. Linking all the data for the enterprise makes it easier, starting with the domain model and building it with NLP and machine learning. He shares how one organization is using this technique for an enterprise recommender system.

Communities of Practice (CoPs) can be invaluable for connecting people with common goals and interests and facilitating the sharing of knowledge, resources, and more. Sharing best practices and knowledge can result in better ideas, innovation, and improved culture. Join this session to learn more about what a community of practice is, considerations for designing and growing your CoP, and strategies for success in maintaining a CoP. Speakers discuss the use of CoPs in internal organizations; the most recent research about how CoPs can be used to support KM project successes; external communities of practice, including examples of a software product user community; and the Taxonomy Talk community hosted on Discord. 

Whether launching a Community of Practice (CoP) or building an existing group, there can be dips in engagement for various reasons. Despite all factors, there are strategies available that may help boost engagement in your CoPs. Join our speaker to hear what the Pfizer Pharmaceutical Sciences unit did to recruit new members to its digital CoP, boost members’ passion for the CoP’s focus area, and perpetuate the momentum. Our second speakers share the journey of lastminute.com as it transformed its global KM system. As an online travel and leisure retailer, and one of the first dot-com successes, lastminute.com places a high value on employee expertise, which directly contributes to the unique experiences that define its company culture. Have a look behind the scenes to find out how lastminute.com implemented a solution that met the complex needs and suited the dynamic environment of a travel retailer. Hear how collaboration was integrated at every stage of the implementation process and how the KM system was used to make communication an integral part of the user’s experience.

Do you like artificial? When considering anything artificial, it depends on what it is that determines how we react to it, right? What do you think about artificial sweeteners, or artificial flowers, or artificial Christmas trees? Some would prefer raw sugar, the smell of real roses, and the look of a natural tree. What are your thoughts on AI? As AI and multiple new applications and technologies emerge, Technip Energies is learning rapidly and preparing to adapt its KM strategy and all aspects of the business to the upcoming realities. Although this is the case, it is laser-focused on the “natural” human element and the benefits of connecting in-person, understanding that, in general, AI depends on human-generated data and knowledge. Personal connections are important, and the human element is what drives culture, and no matter how powerful technology can be, it is people and culture that make it all work. In 2022, an extremely successful event was organized that brought a somewhat unexpected high level of engagement and learning to the global organization, perhaps like never before, at least since the start of the pandemic. Expertise Day was celebrated throughout the globe and was the ultimate avenue for exchanging “natural” intelligence via in-person and virtual events. Come join Technip Energies’ KM team as they share stories and detail all aspects of the event, including the planning and results with a focus on the benefits of investing in this type of knowledge-sharing event.

Our first speakers discuss strategies for Agrilinks, a U.S. government-funded site whose mission is to share knowledge on agriculture-led growth to improve food security outcomes around the world. The site is managed by the Feed the Future Knowledge, Data, Learning, and Training contract implemented by Bixal and its consortium. As managers of the Agrilinks website, they use a theme-based KM strategy, each month highlighting a different food security-related theme critical to international development. Themes, such as nutrition, gender, and climate, allow for in-depth knowledge sharing by the community on a variety of food security and agriculture-led economic growth issues while keeping content fresh. Each month, information is shared on the respective theme in a variety of ways, including blogs, webinars, social media, newsletters, and videos. This approach of varied content aligned with theme months caters to a diverse audience with differing levels of technical expertise. Partnering with USAID subject matter experts to gather content on each theme ensures a trustworthy flow of information to the site. Analytics and user interviews have validated this approach: Site sessions doubled in the first 2 years, and users have confirmed through interviews that they value the technical content and government expertise. Hear how they created and manage this approach, engage government experts, build knowledge flows, and allow agriculture and food-security knowledge and learning to thrive on the international stage. At Jacobs, Willey’s team is continually challenging today to reinvent tomorrow. They believe that knowledge is a valuable business asset that their clients buy and they use to run Jacobs; this collective experience enables them to achieve the company's strategic goals. Learn how their KM program increases participation and engagement across Jacobs by leveraging AI and other digital solutions and supports knowledge-capture processes that are part of how they work and how their culture of learning and sharing is bringing trusted content to employees when they need it to help them do their jobs effectively and efficiently.

Speakers discuss people-focused interventions and share several case studies. Young discusses how organizational silos in the marketing department at AT&T led to fragmented governance of Insights, no single source of truth, and limited access to subject matter expertise across the enterprise. The goal was to establish an Insights management ecosystem that would improve the communication, sharing, and discoverability of Insights across the enterprise. The design of the program was structured into four main components: Information (“organize it”), with surface insights of value and relevance that included both internal and external sources to inform the enterprise and reduce redundant efforts; Process (“share it”), which streamlined the flow of insights across the enterprise through a cohesive strategy, governance structure, and process set that spans across business units; People (“support it”), who could nurture a consistent culture of collaboration and sharing that engages key stakeholders and subject matter experts across the enterprise; and Technology (“enable it”) to develop a centralized marketplace that makes accurate, relevant, and timely insights accessible enterprise-wide. Hear about the “strategy to execution” components utilized to roll out a successful KM program, how to design a champion program to support change management, and leading practices on tool selection and implementation as well as how to engage senior stakeholders to solidify executive support, key learnings, practices, and practical tips to help other KM practitioners improve their KM implementations. Our second speakers look at case studies from various development organizations (e.g., World Bank, United Nations) that illustrate how a focus on people in KM by way of behavioral design and change management makes the biggest difference despite advances in technology, for example, when the power goes out!

This year’s fun networking event follows rousing discussions about AI and KM as well as search, data analytics, taxonomies, and more. Join your colleagues for a casual evening and stimulating conversations! Share your experiences and challenges while having fun.

AI and the internet are transforming our understanding of how the future happens, enabling us to acknowledge the chaotic unknowability of our everyday world. Back when we humans were the only ones writing programs, data looked like the oil fueling those programs. But now that machines are programming themselves, data looks more like the engine than its fuel. This is changing how we think about the world from which data arises, and that data is now shaping as never before. We’ve accepted that the intelligence of machine intelligence resides in its data, not just its algorithms—particularly in the countless, complex, contingent, and multidimensional interrelationships of data. But where does the intelligence of data come from? It comes from the world that the data reflects. That's why machine learning models can be so complex, we can't always understand them. The world is the ultimate black box. Weinberger looks at the implications of this for people who work with data, those who share knowledge and insights inside and outside the enterprise, and those looking for ways AI can assist their organizations in future success.

How do companies deliver AI capabilities across their organization? How can an organization build and leverage AI tools without having to develop multiple intelligent technologies for different applications? What’s the best way for organizations to build and evolve the large datasets needed to drive the most powerful, emerging AI tools? Centralizing AI capabilities into an enterprise data hub with reporting tools and advanced integration capabilities allows companies to leverage their investments more fully, bringing new and evolving AI capabilities into play quickly by leveraging a common data hub to build rich machine learning models. For KM, this means organizations can build powerful new capabilities. Hear how organizations are doing this today!

Hoeffel delves into the realm of KM and explores how generative AI can revolutionize the way organizations capture, organize, and utilize information. Discover how LLMs and AI can enhance knowledge discovery, automate content generation, and improve decision-making processes. Through compelling demos and practical guidance, gain insights into leveraging generative AI to unleash the full potential of search and KM efforts. Discover how this powerful combination can drive innovation and propel your business forward.

Meet your fellow participants! Take part in our popular interactive knowledge café, where you can share your KM challenges with colleagues and KM practitioners. Each table has a KM industry mentor and topic; you will have time to visit four different tables during the café. Meet and learn in this intimate networking atmosphere with thought leaders and practitioners of the KM industry.

To have an impact KM needs to be part of the way we do things around the enterprise, nothing special, nothing that takes much time. This hands-on learning experience uses and teaches complex facilitation techniques to generate lots of ways to make KM part of the organizational fabric. Our longtime KM practitioner, thought leader, and developer of the Cynefin method, provides an entertaining learning environment and shares techniques you can use in your enterprise. In an open space type format, he uses a range of methods developed by the Cynefin Co over the years. The goal of the methods is to remove as far as possible the influence of the facilitator to allow the group’s own voice to come through without influence. Join, learn, and practice techniques for conflict resolution (the triopticon method), silent listening, ritual dissent, and archetype/personal creation, as well as techniques for disruptive innovation.

Check back soon for updates.

KMWorld magazine is proud to sponsor the 2023 KM Awards, KM Promise and KM Reality, which are designed to celebrate the success stories of knowledge management. The awards will be presented along with Step Two’s Digital Awards.

Hear the story of how Noom redefined learning and KM in response to an enterprise inflection point. Merging and mirroring team structure and operating model and enabling technologies to deliver on learning and development (L&D) and KM goals were the keys to staying agile and following business objectives. As the TechnipFMC team so accurately described it at KMWorld 2022, L&D and KM are like “peanut butter and jelly.” Inspired and validated by the complementary relationships budding across industries, the KM function nestled into technical learning and development at Noom. Beyond the anticipated strategy alignment and knowledge sharing across practices, the team discovered opportunities to save time and money while advancing operational excellence. Speakers share the decision-making matrix and software procurement process utilized to select, pilot, and implement Glean as the enterprise solution for KM … and learning!

USAID has just put out a new KM and organizational learning policy for public comment. The final policy is expected to be cleared and released by the end of the year. This will change how the agency approaches its knowledge management work across the world. Speakers share how they created their KM and learning strategy and tips for dealing with the evolution of KM across a globally decentralized U.S. agency and its implementation. Bingham discusses KM supporting people development and reskilling the organizational workforce. She shares how they transformed from a traditional training platform to a modern skills base utilizing KM as a key driver. Hear insights from reskilling the workforce throughout the pandemic to ensure people in the enterprise had the right capabilities while going through a transformation.

Intel’s Digital Resource Center (DRC) is the learning portal supporting Intel’s digital content operations. Hear how this impactful project leveraged best practices in instructional design and KM to transform the instructional strategy and instructional content for the learning portal and to maximize learning outcomes. Learn how sound instructional design pedagogy informed information architecture and content type design, as well as the collaborative content transformation strategy and content governance framework.

ADB has invested in KM for decades and has used multiple knowledge audit instruments over the years. The different KM audits and assessments have served different functions to keep nudging the bank toward greater improvement to keep it aligned with global good practice. The corporate KM evaluation that informed the banks’ new Knowledge Management Action Plan 2021–2025 was pivotal in driving the participatory consultative process for that plan; the APQC KMCAT helped focus leadership attention on key action areas; and the ISO 30401 audit helps leadership take stock of progress and identify how KM should be governed in the new organization structure. The preparations for the ISO audit fell together with ADB’s largest ever re-organization and transformation to launch a new operating model and leverage its digital transformation. The audit findings are instrumental in mobilizing leadership ambition; accelerating collaboration with partners in HR, communications, and IT; defining a governance and accountability framework; linking KM with data and information management; advancing use cases for AI-driven digital KM for organizing KM activities around the core business; and client service delivery. Our panel describes ADB's KM journey, the contributions of the different audit approaches, and the “capstone” role of the ISO 30401 audit at a critical inflection point in ADB's history.

Speakers discuss a framework and methodology for building an index to measure the impact of knowledge produced and disseminated by the Inter-American Development Bank, known as the knowledge influence score. This index seeks to measure what happens after the product reaches the target audience and how it contributes to larger IDB business goals through three dimensions: reputation, policy landscape, and operations. The framework contains proposals for possible metrics that could make up the index, as well as a proof of concept and an outline for possible actions to build a more robust measurement.

Speakers define common types of personalities that are often present when building a KM program. They help attendees thinking through the root causes of various behaviors and the approaches for taking these into account when driving KM forward by describing the importance of focusing on the unique culture of an organization when building and iterating on a KM program, recognizing organizational archetypes and know-how to adapt a KM program, and conducting a cultural assessment of the organization to ensure KM programs meet the needs.

This session highlights the experiences of KM practitioners who share their tips and techniques for using storytelling to connect with people within the organization.

Young discusses how KM in many different parts of the organization can strengthen the business of the enterprise. Get insights and ideas from our practitioner and author.

Remember when supply chains were boring? In those pre-pandemic golden years, we counted on products’ availability when and where we needed them—no matter where on the globe they were sourced. When the pandemic of 2020 hit, suppliers shut down unexpectedly, interrupting the global flow of goods—causing bottlenecks, shortages, long waits, and price hikes. The flow of data, information, knowledge, and intelligence, an epistemic supply chain, is also taken for granted—until it breaks down. Generative AI has been in use for several years, but recently got a massive boost when ChatGPT became a viral sensation. It has a role to play as companies are being called on to increase transparency about their physical supply chains—the conditions under which their products are produced and sourced. Powell discusses what makes our knowledge true and worthy of being acted upon, governance, threats and opportunities—cybersecurity, data privacy, ethical AI, and more.

Our speaker explores how generative AI has the potential to seamlessly revolutionize the customer service landscape. However, without up-to-date and trusted knowledge, generative AI can produce inaccurate responses, foster hallucinations, and subject organizations to unforeseen compliance risks. Sedarius Perrotta illustrates how organizations can securely incorporate LLMs to transform their knowledge into a robust infrastructure that strategically positions them for successful AI adoption.

Join members of the KMWorld community as they provide insights, inspiration, key ideas, and innovations shared at this year’s KMWorld as well as what our panelists are seeing within the rapidly changing field of KM.