Biographical Information

Articles by Phil Britt

In financial services, KM is a plus

The use of knowledge management tools for financial services firms continues to grow and change with the industry itself.

Applications provide critical KM for retail marketing, business reporting

Knowledge management in financial services: Collecting and sharing information and analyzing data and social media content are among the benefits.

Financial services firms are using knowledge management solutions for data sharing across the organization, to permit authorized access to sensitive information while blocking unauthorized access and to analyze potential investments.

Targeting opportunities to ensure marketing and sales success

Large and small companies alike are increasingly relying on knowledge management to develop better automated marketing campaigns. Knowledge management is essential to deliver the right message at the right time to the right people with the right frequency.

Finding security in a file sync and share solution

Private and public entities need the ability to quickly and securely share knowledge among different stakeholders, so they are looking at new enterprise file sync and share (EFSS) solutions.

Tools to ramp up the customer experience

Sometimes customers don't give their feedback directly, but indirectly by how they engage with a company's content. If they click off a video too quickly, for example, it's a good indication that their experience was subpar at best.

Entrusting KM to improve communications for banks and their customers

KM EARNS “STAR RATING” in travel, transportation markets

By the time the information was analyzed, the data itself was stale.

Mobile and multichannel solutions help businesses succeed

BPM clears a path through workflow hurdles

E-commerce solutions gain insights that boost sales

"When we reached a point where we were spending more time manipulating the data than using it to make decisions, we knew that we needed a new solution."....

It’s not just about money in financial services
Information is imperative!

Financial services companies are using a variety of knowledge management solutions to locate documents and disseminate information across the enterprise, for improved contact center performance and to mine data from employee feedback surveys.

Meeting customer demand for mobile and multichannel solutions

As companies look to embrace mobile and multichannel options to serve customers on their own terms, they rely on knowledge management to implement such processes as bill payment and insurance claims.

Revitalizing the Web experience

Companies are relying on knowledge management to better handle the Web experience of external and internal customers.... "People are going to mobile now more than to our brick-and-mortar locations...

Creating a more knowledgeable, nimble organization

"Our employees knew there was information on the intranet that they needed, but they had trouble finding it."

Finding and sharing salient information amidst a multitude of records

The company produced 600,000 relevant documents to the FTC within days. That would have been impossible with other kinds of technology

KM for e-commerce growth

"Our business is based on discovering new to market products, launching them into the marketplace and amplifying them to a large audience. A big part of this process is how our community lifts up our products and shares them with their own networks."

Financial service firms tap a wealth of KM features

Click-through rates for mobile site visitors have increased from 15 percent to 50 percent, and the mobile traffic has increased by 8 percent.

BPM fosters responsiveness, growth and compliance

Organizations reap benefits from a knowledge-enhancing Web experience

Companies are using knowledge management to improve the Web experience of customers in life sciences, professional services, mortgage lending and a host of other industries.

E-commerce buys into KM

"If you're handling 100,000 orders a year, even 10 cents an order can make a huge difference."

To stay on top of their game, financial firms embrace technology

"When you have an online presence, a system that is three to four years old seems more like it's 20 years old."

Enterprises turn toward the cloud and reap clear benefits

"We've been able to cut our deployment time from three months down to one month. It's a great empowering technology for users."

RM: tackling the volume and persistence of paper

"Despite all the discussion of movement to electronic records, the volume of paper records is increasing in 42 percent of organizations and decreasing in 34 percent..."

Improving the web experience

Essential in providing customers with an excellent Web experience is knowledgebase support when the user needs additional information

Social networking, analytics are boon to financial industry

"Within the first six months, more than 85,000 users were participating in IBM Connections-driven social networking activity, making more than 1 million connections and forming 3,000 different communities"...

Optimizing the value of data in life sciences

"We save about $12,000 a year in postage ... We are saving another $100,000 a year in supply costs, and we were able to downgrade our copier leases, saving us another $5,400 a year."...

KM facilitates workload for insurers

By storing and sharing claims electronically, the company has reduced turnaround times by 47 percent...

Data centers, power distribution companies and construction firms all try to conserve energy
Following a greener path

"Our challenge when we built our new data center was overall energy efficiency." Data centers, power distribution companies and construction firms all try to conserve energy...

KM to the rescue—Helping companies help their customers

What do your customers really think about you?

Web marketing—Chart a winning course with social media

In downturn, KM uplifts travel industry

Faced with a deep recession, increased security concerns and a growing propensity by travelers to cut back on their vacation and other discretionary spending, firms in the travel industry have discovered knowledge management solutions help them handle the downturn while some of their competitors close their doors...

Enriching Web sites to engage customers better

Insurers improve productivity with KM

"We wanted to be able to process more business with the same number of staff ... Being able to reuse information saves a tremendous amount of time..."

Pharmaceutical firms treat inefficiencies with KM

Pharmaceutical companies are using knowledge management solutions to meet regulatory guidelines, analyze legal bills and track drugs from manufacture to sale...

The expanding scope of records management

Law firms discover the value of KM

Law firms are using knowledge management tools to improve customer service, to ease the discovery process and to better manage client billing and communications when working remotely...

Retailers look to KM to drive business

In this difficult economic climate, retailers face more daunting challenges than ever. Many are using knowledge management solutions to help improve sales and their bottom line. The tools help retailers in such areas as managing inventories, driving marketing programs, targeting and retaining customers, and providing superior customer service...

Records management: BEWARE, PREPARE

Increases in data breaches and the development of electronic discovery (e-discovery) are prompting firms to closely re-examine their records retention and management policies. New breaches seem to be reported monthly, if not weekly. In August alone, data breaches were announced at Countrywide Financial , Bank of New York Mellon, and Best Western, potentially affecting millions of customers...

KM reaps benefits worldwide for insurers

Knowledge management solutions are being used globally in the insurance industry—in both large companies and small—to simplify research for customer information, to better manage files and to ensure coverage for claims...

Banks invest in KM

Banks and other financial services firms (mortgage lenders, brokerages, etc.) are using knowledge management to monitor the competition and are starting to share knowledge throughout the enterprise, although they still have a way to go, according to analysts.

Knowledge management: a multifaceted remedy

Pharmaceutical companies are employing knowledge management (KM) to enhance strategic performance across the enterprise, to help with long-term development of new products and to build more comprehensive knowledgebases, among other uses.

Employers & educators embrace e-learning

Organizations are counting on e-learning solutions to facilitate in-house training, to stay abreast of security issues, and to locate and consolidate knowledge.

KM makes inroads into retail

Retailers are incorporating knowledge management into their processes to gain advantage over their competitors, enabling executives and lower level managers to quickly run reports on sales and other performance measures, to handle inventory better and to gain a clearer understanding of their products.

A safety net for insurers

Insurance companies are depending on knowledge management (KM) to determine risk, price policies, control costs and improve customer service.

Calling on KM to keep telecoms prosperous

As the telecommunications industry has evolved to include data, video and Internet communications, as well as voice, the provider landscape has become more complex.

Whether by air, rail or highway, transportation gets a boost from KM

Transportation companies are relying on knowledge management to track fleets, maximize revenues and reduce operating costs, as well as to gain other benefits.

Pharmaceutical firms discover the therapeutic value of KM

A bright prognosis for EMRs

Although electronic records management has been around for a number of years, it’s still in its early stages in the medical community...

BI: core to the enterprise

“The evolution of BI will continue to be driven by the business need to incorporate BI-style analytics directly into business process management,”...

GOVERNMENT gets a GRIP on KNOWLEDGE SHARING

Government offices are starting to take advantage of enterprisewide knowledge management systems to share information across widely dispersed offices that handle everything from criminal arrests to land management to taxation. Although many of the technologies that enable that sharing, like enterprise content management systems, have been around for several years, numerous state, county and local governments are still in the beginning stages of their programs.

ECM...no slowdown in sight

The disparate nature of content and the desire to share it companywide, as well as with business partners and customers, are challenges facing vendors and users of enterprise content management (ECM) systems.

Service-oriented architecture

When a telecommunications company renews a calling card, the process has historically involved knowledge workers in billing, customer service and several other departments within the company each updating their records, a cumbersome process for a renewal that might be very small in revenue and therefore in profitability.

The new competitive intelligence: Raising the confidence quotient

Competitive intelligence (CI) has attracted plenty of attention recently because of the explosion of information publicly available now through blogs, wikis, text messages, e-mail and other electronic communications...