Articles
Tag: knowledge management
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Let's Make 'Deflection' a Dirty Word in World of Customer Experience
Deflection is a defensive strategy. Using this as the goal, you automatically put your organization in a mindset of defending yourself from the customer.
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Understanding Customer Insights Through Knowledge Graphs
How to use knowledge graphs to improve customer experience — digging into the healthcare example.
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CX + EX Alignment: One Simple Thing Knowledge Management Leaders Must Get Right
What's the formula for a customer-obsessed culture? It starts with consistent knowledge management practices.
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What Is Knowledge-Centered Service, and Why Should Customer Service Leaders Care?
Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention.
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PwC Bets $2.4B on Employee Experience, LumApps Makes Good on HeyAxel Buy, More News
This week, PwC bets big on employee experience, LumApps introduces a personalized employee journey solution, and more news from Lynk, Logseq and Slack.
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It’s High Time Knowledge Management Went Omnichannel
The knowledge management infrastructure used by businesses needs to be omnichannel, but far too often, it still isn’t.
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Are These Misconceptions Dragging Down Your Digital Workplace Strategy?
A clear understanding of your employees' needs is the primary ingredient for any digital workplace project.
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Knowledge Management Is the Foundation of Good Customer Experience
A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why.
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What Does It Mean to Manage Knowledge?
Simply storing knowledge isn't managing it. Let's take a look at what managing knowledge really involves.
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CMSWire's Top 10 Information Management Articles of 2021
A look at CMSWire's top 10 information management posts of 2021.
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Does Your Digital Workplace Design Help Employees Get Work Done?
By asking yourself a few key questions, you'll quickly see if your digital workplace is helping or hurting the chances of people accomplishing their work.
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Where Information Management Professionals Should Focus Their Energy
Information management professionals have been expending energy in fruitless pursuits for too long now. A look at what's next.
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8 Strategies for Effective Knowledge Management in the Workplace
Knowledge management goes well beyond technology in the digital workplace. Here are some ways to embed the practice into your workplace.
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Is Your Knowledge Management Strategy Fit for Today?
Your KM strategy should help you make the most of your tech investments to help your employees — whether working in the office, at home or on a mountain.
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