Optimizing Customer Experience With Modern KM

Optimizing Customer Experience With Modern KM

It goes without saying that good customer experiences are central to companies’ success. If it goes without saying, why say it? Because each customer judges the customer experience differently. One diner thinks that the Mexican restaurant down the street is superb while another can’t stand how it makes its burritos. One airline passenger has one of those dreadful flights, marked by delays and cancellations, and swears never to fly that airline again...

Improve CX and Slash Operational Costs: Have Your Cake and Eat it Too!

You got the directive from the C-suite: Cut operational costs yesterday but CX better not drop! How do you walk and chew this gum at the same time? Premier IT analyst firm Gartner has the answer. According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree...