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, ...

Two-day conference features keynotes, customer showcases, hands-on masterclasses, and industry tracks for Healthcare and for ...

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 ...

An effective knowledge management strategy can improve many business functions, especially customer service. In an age where organizations have access to massive amounts of customer data and ...

Ashok, CEO of UnfoldLabs, is an innovation veteran who believes in making the world a better place with futuristic technology products. The global market for knowledge management (KM) was worth $381.5 ...

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, ...

How to use knowledge graphs to improve customer experience — digging into the healthcare example. Knowledge graphs are well known to the Pharma industry, and their power has been utilized for many ...

Companies have high-value customers and low-value ones, but they all matter for businesses that want to make the most out of them, according to a new book by Wharton’s Peter Fader and Sarah Toms.

Companies with non-contractual business models have a tough time predicting future customer activity, and subsequently using it as a measure of firm value. New Wharton research aims to determine what ...

COMPANY NEWS: Sydney-headquartered customer experience and digital transformation company, Customer Science, has announced the launch of Knowledge Quest, an AI-powered knowledge management solution ...

Are your customer service staff spending too much time answering repetitive questions? Do you want to improve customer satisfaction and reduce your support team’s workload? Then, it’s time to consider ...