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Customer Relationship Management News from KMWorld Magazine
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You can find the latest Customer Knowledge Management intelligence news, trends, and solutions right here. </div> </div> <div class="marketing_menu"> <div style="color: #000000; font-size: 18px;" span=""><!--SHOW PROMO--> <h3 style="text-align: center;"><span>NEXT WEEK! KM & AI Summit 2025, March 17 - 19 in beautiful Scottsdale, Arizona. </span><span><a href="https://www.kmworld.com/KMAISummit/2025/Default.aspx">Register Now!</a> </span></h3> <!--MAGAZINE PROMO--> <!--<h3 style="text-align: center;">Keep up with all of the essential KM news with a FREE subscription to <em>KMWorld</em> magazine. <a href="https://www.kmworld.com/Subscribe/Magazine" target="_blank" rel="noopener">Find out more and subscribe today</a>!</h3>--></div> </div> <div class="wrapper"> <div class="topics"> <div class="section_title"> Features <div class="more_btn"> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkMoreArticles" href="https://www.kmworld.com/Articles/MoreNews.aspx?ContextSubtypeID=74&CategoryID=52">More<span><i class="fa fa-chevron-circle-right" aria-hidden="true"></i></span></a> </div> </div> <section class="article_grid"> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_0" href="https://www.kmworld.com/Articles/Editorial/Features/GenAI-for-Customer-Service-Pitfalls-and-Prescriptions-for-Success---eGain---168000.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/167949-VFT2025.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_0" href="https://www.kmworld.com/Articles/Editorial/Features/GenAI-for-Customer-Service-Pitfalls-and-Prescriptions-for-Success---eGain---168000.aspx">GenAI for Customer Service: Pitfalls and Prescriptions for Success - eGain </a></h3> <p> Successful customer service automation with GenAI requires a strong foundation of integrated knowledge management. Investing in a modern knowledge hub to power GenAI projects will help you meet aggressive operational cost reduction and CX goals. </p> <div class="article_meta"> <span class="article_author">Anand Subramaniam</span> // <span class="article_date"> 10 Mar 2025</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_1" href="https://www.kmworld.com/Articles/Editorial/Features/The-ability-to-transform-complex-data-into-actionable-intelligence---Mindbreeze---168125.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/167956-VFT2025Mindbreeze.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.kmworld.com/Articles/Editorial/Features/The-ability-to-transform-complex-data-into-actionable-intelligence---Mindbreeze---168125.aspx">The ability to transform complex data into actionable intelligence - Mindbreeze </a></h3> <p> By breaking down traditional information silos and offering a unified, intuitive platform where employees can access, share, and leverage critical knowledge effortlessly, we empower users with insights tailored to their specific roles and tasks. This ensures that the right information reaches the right people at the right time. </p> <div class="article_meta"> <span class="article_author">Daniel Fallmann</span> // <span class="article_date"> 10 Mar 2025</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_2" href="https://www.kmworld.com/Articles/Editorial/Features/AI-Powered-Contact-Center-Excellence---Upland-Knowledge-168131.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/167961-Upland2025VFT.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.kmworld.com/Articles/Editorial/Features/AI-Powered-Contact-Center-Excellence---Upland-Knowledge-168131.aspx">AI-Powered Contact Center Excellence - Upland Knowledge</a></h3> <p> Upland Knowledge offers two AI-powered knowledge management solutions, RightAnswers and Panviva, that are designed to empower organizations across diverse industries. Leveraging generative answers and AI-powered search, we help overcome these challenges by centralizing information, ensuring its accuracy, and making it readily accessible to agents. </p> <div class="article_meta"> <span class="article_author">Sean Coleman</span> // <span class="article_date"> 10 Mar 2025</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_3" href="https://www.kmworld.com/Articles/Editorial/Features/-Semantic-Search-A-Deeper-Meaning-168195.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/168009-jl325.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.kmworld.com/Articles/Editorial/Features/-Semantic-Search-A-Deeper-Meaning-168195.aspx"> Semantic Search: A Deeper Meaning</a></h3> <p> Search has proved to be a conundrum for many organizations, but the advent of new techniques and better integration into KM platforms will prove to be a driver for greater adoption. </p> <div class="article_meta"> <span class="article_author">Judith Lamont, Ph.D.</span> // <span class="article_date"> 10 Mar 2025</span> </div> </div> </section> <div class="section_title"> ViewPoints <div class="more_btn"> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkMoreArticles" href="https://www.kmworld.com/Articles/MoreNews.aspx?ContextSubtypeID=595&CategoryID=52">More<span><i class="fa fa-chevron-circle-right" aria-hidden="true"></i></span></a> </div> </div> <section class="article_grid"> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkImageLink_0" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Bridging-the-Knowledge-Gap-in-Manufacturing-Securing-Institutional-Expertise-for-the-Future-168244.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/168046-325VP.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkArticleTitle_0" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Bridging-the-Knowledge-Gap-in-Manufacturing-Securing-Institutional-Expertise-for-the-Future-168244.aspx">Bridging the Knowledge Gap in Manufacturing: Securing Institutional Expertise for the Future</a></h3> <p> The manufacturing sector is at a crossroads. While investments in new technologies and infrastructure are essential, they must also be utilized to preserve and share institutional knowledge. By adopting a comprehensive KM strategy that includes centralized data management, digital innovation, and a culture of knowledge sharing, manufacturers can safeguard their expertise and secure long-term success. </p> <div class="article_meta"> <span class="article_author">Yushiro Kato</span> // <span class="article_date"> 10 Mar 2025</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkImageLink_1" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Experts-predict-AI-will-continue-impacting-KM-in-2025-167168.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/130605-520jh.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Experts-predict-AI-will-continue-impacting-KM-in-2025-167168.aspx">Experts predict AI will continue impacting KM in 2025</a></h3> <p> AI continues to disrupt the knowledge management space and experts in the field predict that it's a trend that still hasn't reached its full potential, yet. In 2025 there's more room for improvement. </p> <div class="article_meta"> <span class="article_author">Stephanie Simone</span> // <span class="article_date"> 06 Dec 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkImageLink_2" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Why-ubiquitous-AI-will-mean-more-not-fewer-white-collar-jobs-166664.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/161126-JH11_23.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Why-ubiquitous-AI-will-mean-more-not-fewer-white-collar-jobs-166664.aspx">Why ubiquitous AI will mean more, not fewer, white-collar jobs</a></h3> <p> One thing is clear: The widespread adoption of GenAI will not lead to fewer knowledge jobs, but rather, it will pave the way for their growth and evolution. </p> <div class="article_meta"> <span class="article_author">Egor Kraev</span> // <span class="article_date"> 04 Nov 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkImageLink_3" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Integration-impasse-Why-organizations-cant-wait-for-data-integration-before-deploying-AI-165620.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/165861-924VP.jpg-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_ViewPoints_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.kmworld.com/Articles/Editorial/ViewPoints/Integration-impasse-Why-organizations-cant-wait-for-data-integration-before-deploying-AI-165620.aspx">Integration impasse: Why organizations can’t wait for data integration before deploying AI</a></h3> <p> The need for comprehensive data management will always be important, and there are many other benefits of digital transformation, but CIOs don't need to delay GenAI projects until the completion of a giant data centralization effort. By adopting a more flexible approach that incorporates GenAI and next-generation BI tools, businesses can navigate the complexities of modern data ecosystems while driving innovation and maintaining a competitive edge in an AI-driven world. </p> <div class="article_meta"> <span class="article_author">Saurabh Abhyankar</span> // <span class="article_date"> 09 Sep 2024</span> </div> </div> </section> <div class="advertisement ad_leaderboard"> <div id="div-gpt-ad-1569613097353-0"> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1569613097353-0'); }); </script> </div> </div> <div class="breakoutSection"> <div class="leftSide"> <div class="highlight_item features"> <div class="section_title"> News </div> <ul> <li> <div id="MainContentPlaceHolder_News_ctl00_rptArticles_pnlContextSubType_0" class="category_tag"> <a id="MainContentPlaceHolder_News_ctl00_rptArticles_lnkContextSubType_0"></a> </div> <a 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class="article_grid"> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_0" href="https://www.kmworld.com/Articles/Columns/The-Future-of-the-Future/252-Million-Walas-167394.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/140046-1200-BY-630-ANALYTICS-IN-ACTION-1792397845-ORG.jpg" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_0" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_0" href="https://www.kmworld.com/Articles/MoreNews.aspx?ContextSubtypeID=110">The Future of the Future</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_0" href="https://www.kmworld.com/Articles/Columns/The-Future-of-the-Future/252-Million-Walas-167394.aspx">252 Million Walas</a></h3> <p> There are 195 countries in the world. How many more entrepreneurial innovation hotspots are out there, waiting to be tapped and awakened? In our high-tech, virtual world, all of the steps Pakistan has taken can be replicated virtually anywhere, regardless of your country's size, GDP, or location. Imagine the possibilities ... </p> <div class="article_meta"> <span class="article_author">Art Murray, D.Sc.</span> // <span class="article_date"> 06 Jan 2025</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_1" href="https://www.kmworld.com/Articles/Columns/The-Future-of-the-Future/Inefficient-at-the-speed-of-light-165545.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/140046-1200-BY-630-ANALYTICS-IN-ACTION-1792397845-ORG.jpg" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_1" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_1" href="https://www.kmworld.com/Articles/MoreNews.aspx?ContextSubtypeID=110">The Future of the Future</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.kmworld.com/Articles/Columns/The-Future-of-the-Future/Inefficient-at-the-speed-of-light-165545.aspx">Inefficient at the speed of light</a></h3> <p> While process mining started years ago as a mainly data-driven exercise, its stated goal is to be knowledge-driven. Given KM's multidisciplinary scope, we can play a major role in achieving that goal. Any process, no matter how simple, has the potential to reach across an entire business ecosystem, including all stakeholders. This seems like a perfect match for collaborative workflow, AI/ML, knowledge graphs, human sensemaking, and many of the other arrows in our KM quiver. </p> <div class="article_meta"> <span class="article_author">Art Murray, D.Sc.</span> // <span class="article_date"> 09 Sep 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_2" href="https://www.kmworld.com/Articles/Columns/Ethical-innovation/The-third-place-of-knowledge-management-163800.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/143486-ethical.jpg-ORG.jpg" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_2" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_2" href="https://www.kmworld.com/Articles/MoreNews.aspx?ContextSubtypeID=797">Ethical innovation</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.kmworld.com/Articles/Columns/Ethical-innovation/The-third-place-of-knowledge-management-163800.aspx">The third place of knowledge management</a></h3> <p> The third place I alluded to goes far beyond mechanistic KM or curated knowledge and takes us into the actual world of tacit knowledge. Here, knowledge comes from and often remains as personal experience, impressions, and intuition; it's undocumented and often hidden and elusive. </p> <div class="article_meta"> <span class="article_author">Alan Pelz-Sharpe</span> // <span class="article_date"> 02 May 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_3" href="https://www.kmworld.com/Articles/Columns/Ethical-innovation/When-is-good-enough-enough-161113.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImage/130547-520APS.jpg-ORG.jpg" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_3" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_3" href="https://www.kmworld.com/Articles/MoreNews.aspx?ContextSubtypeID=797">Ethical innovation</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.kmworld.com/Articles/Columns/Ethical-innovation/When-is-good-enough-enough-161113.aspx">When is good enough enough?</a></h3> <p> Our goal should be to improve the quality of knowledge assets and their accuracy and relevance in use. 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