... Knowledge plays a foundational role in the successful delivery of both self-service and assisted service and is now more critical than ever for AI, automation and human agent success. Customer service and support leaders should use this template to build a business case for knowledge management investment ...
Analyst(s): John Quaglietta | Jennifer MacIntosh
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... •Understand the six pillars of modern knowledge management (KM). •Identify features of mature KM programs and what it takes to implement them. •Review common mistakes that derail KM modernization efforts. More than 90% of service and support leaders feel pressure from executives to implement AI, driving ...
... Knowledge management has become a critical challenge as organizations work to equip AI agents and assistants with AI-ready knowledge and information. Heads of enterprise applications deploying AI must use an operating model to align KM strategies with business objectives and foster a culture of knowledge ...
Analyst(s): Jed Cawthorne | Darin Stewart | Stephen Emmott | Tim Nelms | Jennifer MacIntosh
... Multiple platforms — ranging from CRMs to specialized KM systems — offer a wide range of capabilities that could support KM. This assessment helps customer service and support leaders prioritize what they need KM technology to do and communicate those requirements to vendors and IT partners. When to ...
... AI-powered taxonomy automation, knowledge capture, creation, and curation are making knowledge more fluid and responsive to business needs, rendering conventional KM practices obsolete. This research helps customer service and support technology leaders identify KM innovations that enable the transformation ...
Analyst(s): Jennifer MacIntosh | Pri Rathnayake | Patrick Quinlan | Drew Kraus
... Eleven members of Gartner Research Board’s Global CISO community share inputs on various aspects of issue tracking and knowledge management platforms, including their satisfaction with these platforms; the key challenges to the platform experience; and plans for retaining, replacing, or evaluating alternative ...
... analysis indicates that while Google Workspace is effective for capturing knowledge, it lacks native capabilities to comprehensively govern, retrieve, or connect knowledge across silos. To enable effective knowledge management, application leaders must evaluate additional products targeting these curation ...
... Microsoft 365 effectively captures knowledge but lacks native capabilities to comprehensively share, retrieve or curate it. To enable effective knowledge management, application leaders must evaluate — from Microsoft and elsewhere — additional products targeting these curation gaps. Insights at a Glance ...
... Access Insights Already a Gartner client? Knowledge management systems vendors are building AI into their products to reduce the effort needed to capture, create and maintain knowledge, and to help content creators ensure that knowledge is ready for consumption by other AI systems. Use this research ...
Analyst(s): Patrick Quinlan | Jennifer MacIntosh | Pri Rathnayake | Drew Kraus