• Fri. Aug 12th, 2022

Preparing your organization for HX

You’ve run the surveys, focus groups; you’ve collected the data and run the analysis. However, the process of transformation to a customer-centric organization is just starting. How can you prepare…

KM for Omnichannel Customer Engagement: 6 Keys to Success

“Superior customer engagement remains one of the few differentiators that businesses can sustain over time. The winners in today’s omnichannel environment are the companies that leverage knowledge to empower customers…

AI and Knowledge: Bread and Butter for Digital Experience Transformation

Digital experiences (DX) apply to customers (CX), customer service agents (AX), and a variety of business “audiences (BX)—executives, managers, knowledge authors, and systems administrators, to name a few. Businesses have…

“Knowledge and AI Augmentation: The Essential Complement to Agent Training in the Modern Contact Center”

“The answer lies in a modern knowledge management (KM) system, infused with AI, that can guide agents (and customers in the case of self-service) to the answer needle in a…

Knowledge- Enabling Microsoft Sharepoint For Superior Customer Experiences

“In the words of a leading analyst I talked to recently, content management is a bit like an organized information closet. It provides a way to create and store documents,…