When projects conclude, much of the most valuable learning disappears with them. In this hands-on workshop, led by Victoria Koestner, an approach is introduced for uncovering tacit knowledge, converting it into meaningful stories (with AI support, not replacement), and embedding these methods into organisational learning and Communities of Practice.

The session begins with a concise theoretical framing that places tacit knowledge, narrative practice, and AI-assisted storytelling within knowledge ecosystems. Participants will awaken their intangible knowledge through a guided “thought journey.” Utilising pairwise interviews, they reflect on past experiences and craft story prototypes supported by generative AI. They will also reflect on the dynamics of speaking and listening during the interview process.

The second half features breakout sessions (in a World Café format) to share stories, reflect on “aha” moments, and surface practical lessons. After the introduction of the Tacit Knowledge Canvas, participants identify concrete first steps they can bring into their organisations to improve their KM practices. Attendees will leave with story prototypes, useful templates (e.g., the Canvas, Interview Guide), and a clear plan to integrate narrative-based learning into their knowledge management work.

The adoption of AI in the enterprise presents unique and significant challenges, moving beyond basic productivity improvements in developing textual content. Organisational complexity includes content in multiple languages, inconsistent "copies," important information embedded in trade names and numeric data, and the critical need to maintain security trimming. Furthermore, a major challenge across all sectors is identifying and managing the ad hoc use of workarounds by individuals, often referred to as "Shadow AI.”

This focused workshop aims to address these critical issues by concentrating on the development of effective governance frameworks for AI, rather than discussions about technological advancements. Facilitated by two experienced consultants with a wide range of experience in information and knowledge management applications across Europe, the USA, and Asia, this session enables attendees to share their ambitions, objectives, successes, and concerns with peers. Held under the Chatham House rule, participants will engage in vital discussions to tackle the complexities of AI adoption in modern enterprise ecosystems.

The rise of AI has sparked intense speculation, but the evidence shows there has never been a better time to invest in knowledge management as a career or a company. Current generative AI frameworks suffer from "hallucinatory limitations" that can only be fixed through well-structured, human-guided knowledge and high-quality information. Join Ben Clinch, CDO & Partner at Ortecha, for this engaging and thought-provoking keynote as he demonstrates why KM and metadata are the cornerstone of the next wave of advanced systems, specifically Neuro-Symbolic AI—the hottest topic in the field. Drawing on extensive research, Clinch will share the opportunities and risks facing organisations and provide clear navigation strategies to bring increased value to your company and the industry. He will show why mastering knowledge management is the only way for AI to live up to its hype.

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AI hallucinations pose serious risks to organisations, including compliance issues, reputational damage, and poor decision making. In this session, Gower explains why hallucinations occur and how strong knowledge management can reduce them. Attendees will learn how AI behaves in real-world settings, why accuracy breaks down, and how governed, high-quality knowledge transforms AI into reliable, enterprise-grade intelligence.

Dave Clarke explores new use cases that emerge when LLM-based classification and information extraction are combined with taxonomies, ontologies, and AI. Taxonomies and ontologies define decision points, criteria, triggers, dependencies, and outcomes for business processes. AI agents can reference this structured knowledge to execute processes consistently. Agentic ontologies are process-oriented semantic graphs that enable AI agents to perceive, reason, decide, and act using enterprise domain knowledge, managing complex interactions with humans and other systems.

In this session, Taylor invites attendees to acknowledge the value of playbooks, road maps, repositories, and monthly meetings as helpful tools and attributes while at the same time remembering the core elements that truly power Communities of Practice (CoPs): belonging, trust, and shared purpose. The focus is on strengthening CoPs through authentic human relationships and environments where individuals with shared interests can connect, learn, and grow together. It’s a call to unlock the full potential of these communities by keeping human connection at their heart.

Join Huston, Tanriverdi and Bridge to explore the enduring importance of Communities of Practice (CoPs) amidst the rise of AI. While AI transforms how explicit knowledge is managed, CoPs remain vital for sharing tacit insight, building essential human relationships, and navigating complexity—functions technology cannot replace. Drawing on real-world examples from Buro Happold and the London KMers meetup, the speakers will introduce the fundamentals of CoPs. Attendees will learn practical strategies for establishing and sustaining these communities, including lessons derived from both technical and grassroots initiatives. The session will also cover approaches to strengthen participation, encourage knowledge sharing, and understand the community’s impact.

Line Holmung Andersen presents the Network for Uniformed Women Peacekeepers, detailing how this primarily online community acts as a pivotal knowledge management engine for the United Nations. Piloted in 2023, the Network connects over 1,100 female military, police, justice, and corrections officers across diverse global missions, creating a global learning network. The community employs storytelling, interviews, focus groups, and cross-mission exchanges to capture operational experiences, which directly contribute to organisational learning. These shared insights help the UN identify policy gaps, refine policies, and enhance the effectiveness and participation of uniformed women in peacekeeping. The Network serves as a vital KM mechanism, bridging communication between missions and UN headquarters, strengthening integration, and informing leadership decisions. By elevating lived expertise, the Network supports more effective, inclusive, and adaptive peace operations, and is exploring AI tools to analyse feedback.

This session showcases practical approaches for leveraging human perspectives to drive business impact and collaboration. Jonathan Norman and Donnie MacNicol begin by demonstrating how to capture and share Human-Centric Data (HCD)—focusing on anonymous, real-time perceptions, emotions, and beliefs—to reveal the crucial ‘shadow view’ of projects. This data, utilising AI and behavioural science, strengthens psychological safety, inclusion, and serves as an early warning indicator for problems in collaborative work. Following this, Rebecka Isaksson and Lukas Wünsch move the discussion to Communities of Practice (CoPs), demonstrating how they evolve beyond simple “social clubs” to become engines of strategic value. Their presentation outlines the basics of effective CoPs, showing how they enhance innovation, creativity, employee wellbeing, and, ultimately, organisational productivity and profitability.

This session highlights complementary strategies for strengthening organisational knowledge infrastructures, covering both AI-driven platforms and structured content systems. Helmut Nagy presents the Graphwise Knowledge Hub, an internal AI-powered platform built on knowledge graphs that unifies diverse data sources, from CRM to technical documentation. By deploying intelligent agents, the Hub accelerates access to crucial information, enhancing employee workflows and enablement. Mark Pepper follows with an exploration of best practices for managing formal knowledge within a component content management system (CCMS). Pepper explains that a CCMS is optimal for formal materials like policies and procedures because it uses structured content, ensuring higher quality, faster updates, and stricter workflows compared to traditional management systems. Together, these presentations illustrate how AI hubs and structured CCMS practices can simultaneously improve efficiency and reliability of organisational knowledge

Katya Linossi, John Bazley & Richard Teahan present a case study detailing how the Royal College of Psychiatrists (RCPsych) utilised knowledge management and AI to significantly enhance mental health care support. The session focuses on RCPsych's Clinical Assessment of Skills and Competencies (CASC) feedback process, where AI is now leveraged to deliver personalised and highly accurate feedback to examination candidates. This application resulted in a dramatic enhancement in efficiency, reducing the processing time for feedback from 12 hours to just 105 seconds. Furthermore, the overall feedback cycle was shortened substantially, moving from 10 weeks down to only 2 weeks. Attendees will also gain insights into this transformation, illustrating how AI can accelerate critical processes while maintaining quality and personalisation.

This session explores both the cultural and technical pathways to successful knowledge management implementation within professional services firms. Alanna McAuley begins by detailing Alvarez & Marsal’s journey in establishing a KM foundation in a decentralised firm where top-down mandates are intentionally rare. She shares lessons learned on successfully building a regional KM repository, automating project capture, and defining KM roles in 3 years without executive sponsorship. Following this, Siglinde Gockel and Kerstin Schoene introduce WeKnow, an automated knowledge capturing system designed to transform fragmented organisational data into structured, accessible knowledge. WeKnow uses intelligent tagging and semantic search to redefine effective KM, shifting the mindset from managing “information overload” to enabling continuous “knowledge flow” through automation and metadata.

This session explores how organisations can move beyond fragmented repositories to deliver trustworthy, context-aware AI at scale. Houghton shows how strong KM foundations—metadata, taxonomies, governance, and document management—bridge systems of record and systems of work, enabling AI assistants like Microsoft 365 Copilot to deliver permission-aware, business-relevant answers. Cohen-Dumani then demonstrates how knowledge graphs and enterprise ontologies evolve traditional KM into living knowledge models, grounding AI in provenance, reducing hallucinations, and enabling accurate, auditable reasoning. Together, the session presents a practical roadmap for reliable human–AI collaboration.

AI depends on data patterns, but knowledge management depends on shared understanding and meaning. In most organisations, meaning is buried in unstructured formats, legacy silos, and inconsistent tagging or in traditional databases, where true data understanding or flexibility is limited by rigid, incomplete structures. In this keynote, Urbina shows how to design scalable knowledge architectures, based on proven technologies and methodologies, that prepare knowledge for the future of combined human consumption and AI-driven discovery and leverage. When the “shape” of information matches the way people think and work, everything flows better: engineers resolve issues faster, support teams get clearer insights, and AI systems behave in ways that feel explainable rather than opaque.

This session explores how strong knowledge management foundations are essential for building reliable, AI-ready organisations. Linossi focuses on grounding AI assistants such as Copilot in authoritative knowledge, sharing practical, customer-led approaches for automating the knowledge lifecycle and addressing fragmented, outdated content. Rhem then presents a strategic road map showing how KM disciplines such as information architecture, ontologies, knowledge graphs, and lessons-learned repositories form the backbone of ethical, explainable AI. Linking KM practice to global standards such as NIST and ISO/IEC 42001, the speakers demonstrate how knowledge becomes intelligence when it is governed, contextualised, and trusted.

This session focuses on the critical need to embed ethics, transparency, and professional standards into AI-augmented knowledge management. Kristian Bainey explores the concept of "Trust by Design," detailing how to build knowledge ecosystems where AI amplifies human responsibility rather than replacing it. Drawing on real-world frameworks, he explains strategies to increase explainability, mitigate bias, and implement governance models that safeguard against misuse while enhancing efficiency and decision quality in hybrid work settings. Following this, Sonia Ramdhian presents the CILIP Professional Knowledge and Skills Base (PKSB). She demonstrates how the PKSB, which aligns with the international standard BSI ISO 30401 Knowledge Management, provides a robust framework anchored by ethical principles that ensure the responsible deployment of AI in knowledge workflows.

Rachad Najjar and Carlo Nicora guide attendees beyond content generation to explore the future of work, where AI functions as a strategic partner to amplify human expertise. The session details how AI-augmented knowledge workers accelerate learning, enhance critical decision making, and drive organisational transformation. Using actionable insights and real-world examples, the speakers demonstrate that AI should serve to enhance, not replace, human judgement, facilitating smarter collaboration and faster problem-solving. They introduce a new paradigm focused on unlocking unprecedented levels of creativity, expertise, and organisational impact through the seamless integration of human and AI capabilities.

This session explores how AI can strengthen human judgement while supporting ethical, people-centred change. Tucker examines responsible intelligence in practice, showing how AI-driven knowledge operations surface risks such as outdated, contradictory, or ungoverned content and route them through human-owned, auditable workflows. This ensures AI outputs remain explainable, compliant, and trustworthy. Teague explores the human side of AI adoption, focusing on human-centric design, empathetic change leadership, and knowledge as a shared responsibility.

Rachel Teague explores the synthesis of human-centric AI, change management, and knowledge management to create systems that are not only effective, but also equitable and responsible. The session operates at the crossroads where ethics, innovation, and people-centred design meet, inviting participants to discuss key topics such as designing fair AI, leading change with empathy, and acknowledging knowledge as both a resource and a responsibility. During an interactive segment, attendees will collaboratively tackle real-world dilemmas and co-create practical solutions on the spot. Participants will leave with concrete strategies for strengthening trust, ensuring compliance, sparking innovation, and uplifting team morale, all while keeping core human values

This combined session examines how organisations can govern AI responsibly while addressing real-world adoption behaviours. Fallmann focuses on enterprise AI governance: balancing innovation with risk through effective frameworks, risk assessment methods, transparency models, and compliance with emerging regulations across the U.S., EU, and Asia. Then White explores the impact of “shadow AI” on information and knowledge management, drawing on global research to reveal how hidden AI use undermines governance and value. The aim of the session is to highlight practical principles for managing risk, improving visibility, and maximising AI’s benefits without stifling innovation.

Bishop-Castro and Monu share Stanford Health Care’s journey to overcome siloed systems and fragmented knowledge by building a unified knowledge ecosystem. This transformation involved two key initiatives. The first unified over eight disparate service and knowledge portals into a single, intelligent ecosystem using ServiceNow and Knowledge-Centered Service (KCS) principles, which standardised content and eliminated duplication. The second initiative embedded this curated knowledge directly into the Epic electronic health record (EHR), allowing over 20,000 clinicians and staff to access trusted answers without leaving their workflow. These efforts significantly improved self-service adoption, reduced redundant requests, and delivered a connected enterprise experience. Bishop-Castro details how bridging the human and technological layers of KM laid the necessary foundation for future AI integration through structured metadata and scalable governance models.

Bruno Sophia details how AECOM’s Global Programme Management business developed a comprehensive knowledge management framework to transform scattered expertise into the collective intelligence necessary for delivering complex infrastructure programmes. Recognising that crucial knowledge was often fragmented across teams and systems, AECOM designed the framework as an ecosystem that helps people connect, learn, and share what they know. The framework brings together multiple initiatives, such as Communities of Practice and digital platforms, all aligned around the core purpose of making knowledge accessible and usable when and where it is needed. Sophia shares the evolution of this system, including the adoption of AI, demonstrating how the integration of human collaboration and structured systems turns project experience into shared capability, and actionable lessons. Attendees will gain practical insight into how culture, collaboration, and technology can work together to make organisations truly smarter together

Hank Malik will focus on the tangible value that can be achieved by successfully implementing a knowledge management-led lessons learned approach across projects and programmes. The session begins with a primer on the key principles of lessons learned and learning from experience, positioning them within an accompanying KM framework. Malik will share details of the symbiotic relationship achieved when integrating the oil and gas lessons learned cycle directly into the standard project management framework. The second portion of the session will present a successful case study story drawn from the energy fields of the Middle East, specifically highlighting where this integrated approach resulted in demonstrable, real-world benefits for the organisation.

Ron Young will address the critical need for integrating knowledge, innovation, and AI management systems to foster thought leadership in the realm of human–AI collaboration. He will share the work achieved to produce an integrated management system created for the Mohammed bin Rashid Al Maktoum Knowledge Foundation (MBRF) in Dubai. This pioneering system is world-leading and provides the foundation for MBRF to advise and assist a wide range of organisations, spanning from large government agencies to SMEs and startups. The system facilitates the necessary transformation driven by knowledge and AI, ensuring these organisations can effectively engage in and benefit from the future of collaborative intelligence.

Join our panellists for a discussion centred on the critical theme of future professional development in knowledge management and the effective transfer of knowledge to newer practitioners. This will be an exciting discussion about KM skills, education, certification, and knowledge transfer within the profession.