Why is knowledge management (KM) so important to the customer experience (CX) journey?

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In our digitally-driven business world, the rise of the customer has led to organisations looking for new ways to innovate and enhance the customer experience (CX). Today’s customers demand immediate, accurate and responsive answers to their questions – and organisations need the right technologies and processes in place to deliver this.

In our digitally-driven business world, the rise of the customer has led to organisations looking for new ways to innovate and enhance the customer … Read More

Face-to-face with the evolving customer experience

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How enterprise knowledge management systems can help deliver engaging brands

A report released by Frost & Sullivan, in conjunction with Verint, highlights the need to service the customer experience across all channels, from digital and face-to-face interactions, through enterprise Knowledge Management systems that can address complex customer queries.

The report indicates that over 82% of organisations regard customer service as a competitive differentiator [1]. However, many struggle to meet the rising customer demand … Read More