I have long been interested in how companies can capture, structure, and apply the knowledge and insights embedded in customer support transactions. Watching the progress in this area has been a long, ...

A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why. To state the obvious: A good knowledge experience is one that is efficient, ...

Cliches about customer knowledge abound. Know your customer. Fire your worst customers. Have a relationship with your customer. Market one-to-one. Virtually every manager would agree that more and ...

The report emphasizes the importance of customer knowledge sharing in today’s competitive market, where customers demand instant, personalized, and relevant information. Traditional methods of ...

Product knowledge is a competency and customer service is a job role or function. While some customer service jobs don't require product knowledge, service employees in manufacturing, wholesale or ...

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More The internet has put the whole of human knowledge at our fingertips.

For many, knowledge management (KM) and customer experience (CX) are two remotely related terms. KM is concerned with data handling, while CX latter is about customer satisfaction, as the popular ...

3. Timeliness and currency: Outdated information undermines AI performance. In fast-changing fields, models that rely on ...

Most of us have experienced the acute embarrassment of forgetting someone’s name. It can be awkward, uncomfortable and downright offensive. For a business, being unable to recognize a customer goes ...