One of the most important aspects of customer engagement is self-service. Customers are willing to pay more for a positive customer experience, according to 86% of customers. Therefore, along with ...

When an organization first decides to invest in better knowledge management, the team in charge often struggles to prioritize knowledge needs and select the right combination of tools and approaches ...

Managers are bombarded with an almost constant stream of data every day. According to David Derbyshire, “Scientists have worked out exactly how much data is sent to a typical person in the course of a ...

This year’s list of 100 companies that matter in KM reflects both the evolving landscape in which KM operates and the enduring value of knowledge sharing. The KMWorld team thoroughly enjoys putting ...

Every now and then, an idea or concept takes the productivity nerds of the internet by storm. We get so obsessed that it breaks through to the mainstream, and you can’t seem to go anywhere online ...

The following four case studies look in depth at the challenges faced by knowledge management officers (KMOs) across various headquarters. In each case, the KMOs exercised exceptional staff officer ...