Erickson, a professor in the Department of Marketing at Ithaca College, attended the European Conference on Knowledge ...

One of the most important aspects of customer engagement is self-service. Customers are willing to pay more for a positive customer experience, according to 86% of customers. Therefore, along with ...

Every now and then, an idea or concept takes the productivity nerds of the internet by storm. We get so obsessed that it breaks through to the mainstream, and you can’t seem to go anywhere online ...

Managers are bombarded with an almost constant stream of data every day. According to David Derbyshire, “Scientists have worked out exactly how much data is sent to a typical person in the course of a ...

If you’ve been around a while as I have, you may remember the excitement about knowledge management (affectionately known as KM). One frequently-cited story from those days—mostly in the 1990s—came ...

The following four case studies look in depth at the challenges faced by knowledge management officers (KMOs) across various headquarters. In each case, the KMOs exercised exceptional staff officer ...

For IT and support teams, a well-maintained knowledge base is the foundation of efficient service management. An extensive knowledge repository enables employees to quickly find answers to issues, ...

Effective knowledge management is crucial for successful AI. Here’s how organizations can optimize to improve AI-enabled customer service interactions. Organizations everywhere are understandably ...

According to the Ark Invest Big Ideas 2025 report, agents will increase enterprise productivity via software. Companies that deploy agents should be able to increase unit volume with the same ...