Knowledge about your customers and how to solve their problems has always driven competitive advantage. Sales and customer service teams interacted with customers, conferring with databases and each other to deliver excellence. What is different today is customers have increasing expectations around what they can do through digital channels. It is now necessary to bring that organizational knowledge directly to the customer through their digital interactions. IT executives must lead the way in this new paradigm by building the information structures that power digital business.
You have no shortage of knowledge. The challenge is assembling it and making it seamlessly accessible. In fact, your internal teams have been clamoring for easy access to this same information for some time now. In the past, you may have struggled to show sufficient ROI on traditional “knowledge management” projects. That’s changed. Now that your organization’s future is depending on it, it is time to architect your organizational knowledge to serve as a foundation for next generation tools and technologies such as semantic search, chatbots, and conversational commerce.
It is exciting stuff—and we’re here to help.
A digital information access strategy is the first step toward accelerating the processes that are essential to your business. You must eliminate silos that get in the way of the free flow of information. You need to make it easy for people to get answers to their questions and collaborate with colleagues.
No doubt there is a robot in your customer’s future. Virtual assistants, chat bots, robotic process automation systems all demand curated, well structured content and information architecture. To be ready for tomorrow you must start getting ready today. Actually, yesterday would have been better but there is no time like the present.
Every digital interaction throughout your operation is dependent upon the information framework you have built to support it. Enterprises—especially complex ones—need a common language for information and data. Without it processes, people, and systems don’t talk. Keep the lines of communication open with a robust information architecture strategy.
Defining and implementing a knowledge engineering strategy will enable your organization to achieve significant process innovation, cost efficiencies, and user satisfaction.
Leverage information to find new efficiencies and competitive advantage.
Leap ahead of competition through increased visibility to business drivers and pitfalls.
Create a unique user experience through a balance of information findability and process efficiency.
Simplify the business while reducing risk and providing improved alignment to objectives.
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