KMWorld NewsLinks - September 14, 2021

Features

Modern customer service— More social, more intelligent

Efficiency has been a big motivator for the use of RPA; in customer support applications, a goal has been to use bots to help agents reduce handle time for customer calls.

News

eGain creates Knowledge Hub to bolster digital transformation of customer engagement

eGain Knowledge Hub fills a gap in digital customer engagement while eliminating chaos from islands of knowledge and customer context

Acquia advances digital experience platform with acquisition of Widen

Widen cloud-based DAM and PIM software enables brands to manage marketing workflows

InMoment completes acquisition of Lexalytics  

The combination of technologies offers flexibility to organizations that require private, public, or hybrid cloud text analytics infrastructures

KM In Practice

Oracle Cloud is on the menu for Burger King franchise operator

Corporativo GES can see where it can improve operations down to the individual franchise location

ViewPoints

Analytics in action: Where do you land on the data maturity curve?

These five stages can help define priorities and smart steps for long-term business impact