4 KM predictions for CX, content management, and analytics in 2022

The pandemic has accelerated digital transformation and, as a result, much has changed in the last 2 years in terms of customer service and content management, and the best approaches to best meet customer expectations and do more with information.  Here 4 industry leaders share their predictions for managing information and meeting customer expectations in 2022:

• Find the right balance between automation and personalization - Companies are turning to AI-powered, cloud-based contact center software to become the new hub of customer intelligence, as well as a facilitator of more personalized, in-the-moment, and profitable customer experiences. In 2022, having an understanding of when human agents should take the lead and when AI can supplement excellent service will make all the difference. —Shannon Colquhoun, VP of Global Industry Strategy, Talkdesk
• Knowledge graph-enabled data fabrics will become the connective tissue for maximizing analytics value: Gartner indicates that data fabric is the foundation of the modern data management platform with capabilities for data governance, storage, analytics, and more. Relying on traditional integration paradigms involving moving data and manually writing code is no longer acceptable as data scientists and data engineers spend almost 80% of their time wrangling data before any analytics are performed. Shrewd organizations looking to adopt this approach are realizing that the centerpiece of a properly implemented data fabric is an enterprise knowledge graph, which compounds data fabric’s value for better, faster, lower cost analytics while hurdling the data engineering challenges obstructing them. 2022 will be the year organizations adopt enterprise knowledge graph platforms to support their data fabrics that use a combination of graph data models, data virtualization, and query federation—along with intelligent inferencing and AI—to eliminate this friction by simplifying data integration, reducing data preparation costs, and improving the cross-domain insights generated from downstream analytics. —Kendall Clark, Founder and CEO at Stardog
• Digital transformation will become “generation-less”: There is no doubt the pandemic accelerated digital adoption. In almost 2 years, non-digital natives have become more digitally fluent and, as such, demand for more digital customer service touchpoints that help these consumers and address their specific needs has increased. As we look to 2022, digital transformation will become “generation-less” as brands continue on this new trajectory. With more digital-savvy consumers within all generational groupings, brands will be able to usher in a much larger digital component with both mobile and self-service finally able to take precedence. —Chris Bauserman, Vice President of Marketing, NICE CXone
• Content management will be about more than just making content accessible and shareable: 2022 will be the year companies will start realizing that it’s not enough to organize all of their content, make it available in a convenient place, and allow real-time collaborative access to it. Most vendors paint a picture of magic happening if you bring everything together, but that’s at best a prerequisite. If you want digital transformation, you have to put that content to work, and that means business processes management and automation. Content is potential—process is productivity. —Mike Fitzmaurice, VP of North America and Chief Evangelist, WEBCON