Articles
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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How to use knowledge graphs to improve customer experience — digging into the healthcare example.
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What's the formula for a customer-obsessed culture? It starts with consistent knowledge management practices.
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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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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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The knowledge management infrastructure used by businesses needs to be omnichannel, but far too often, it still isn’t.
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A clear understanding of your employees' needs is the primary ingredient for any digital workplace project.
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A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why.
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Simply storing knowledge isn't managing it. Let's take a look at what managing knowledge really involves.
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A look at CMSWire's top 10 information management posts of 2021.
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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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Information management professionals have been expending energy in fruitless pursuits for too long now. A look at what's next.
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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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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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