The past two years have witnessed rapid digital development of customer service at many organisations - McKinsey estimates that the digitisation of customer interactions has leapt forward by several years, such was its pace.
However, many of these digital transformation efforts have failed to achieve the customer experience improvements expected considering the investment involved. The main reason for this is that many organisations have focused on installing the pipes - the customer channels - rather than what flows through the pipes - knowledge/answers/advice/content.
In light of this, Gartner has predicted that 2022 will see a rising number of organisations upgrading their knowledge management systems to enable more productive agents and improve customer experiences.
So what do organisations need to know about knowledge management systems to ensure that their investments are more effective this time around?
Watch the replay of our virtual discussion exploring this vital topic, featurng MyC editor Neil Davey and guests Peter Massey of Budd and Stephen Kennedy of eGain.
The session covered questions such as:
- How does knowledge management drive CX improvements?
- What is KM's role in empowering remote customer support?
- How can we improve knowledge delivery for customers?
- How can the automation of knowledge capture and creation assist with self-service?
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