KM specialists give their predictions for knowledge management in 2021

From the growth of cloud computing and mobile workers to the rise of new collaboration tools and intelligent search technologies, the world of knowledge management continues to evolve and, along with it, come new challenges and opportunities.

KMWorld held a roundtable webinar featuring Stéphan Donzé, CEO, AODocs; Mark Hammer, CEO, Bloomfire; and David Karandish, founder and CEO, Capacity, who discussed emerging trends for 2021.

With a large move to remote work, 83% of employers now say the shift to remote work has been successful, according to a PwC survey Donzé referenced. Because of this, cloud collaboration has been a game-changer and will continue to be moving forward.

According to Gartner, by 2022, 20% of organizations will deploy content services evolved from a content collaboration platform (CCP) for digital business requirements, rather than a content services platform (CSP).

Donzé predicts content services this year will consist of true SaaS, be secure, collaborative, and smart.

Organizations must shift from static knowledge management to dynamic knowledge engagement, Hammer said. Knowledge engagement is the practice of proactively harnessing and building upon a core set of knowledge, empowering teams to tap into a collective source of intellect so that the value and the utility of knowledge constantly grows.

A knowledge engagement culture drives innovation with collaboration and cross-organization engagement, preserves and grows knowledge, makes knowledge actionable, increases revenue with improved productivity and performance, and increases customer satisfaction and loyalty through more effective customer experiences.

In 2021, knowledge management is making major strides toward the perfect experience. The best organizations are working with vendors to borrow a lot of concepts from Amazon, Karandish said.

He outlined the SAASIE principles, which include:

• Self-service-A perfect experience is a frictionless, self-service experience. Think one click checkout.
• Anticipation-It knows what you want ahead of time. People who buy this, buy that.
• Automation-The behind the scenes work is automated, from website split tests to warehouse robots.
• Speed-Amazon prioritizes speed above everything, from the page load time to delivering your package.
• Integration-They are an “everything” store where you can buy anything through an integrated experience.
• Escalation-You can drill down, drill up, filter, etc. to find just what you need

An archived on-demand replay of this webinar is available here.