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Effective knowledge management in the financial services sector is a necessity.

By Toby Milner on July 5, 2022

The financial services industry and its interactions with its customers are endlessly changing and evolving, for example: Industry regulations updates, everything from ethical conduct to sustainability. Advances in technology, ultimately benefiting customers. Security of data remains imperative. Safe systems are necessary to ensure customer trust. Social implications, e.g. rising customer expectations and the ascendency of […]

What is the Experience Economy?

By Toby Milner on July 5, 2022

The experience economy is defined as “an economy in which many goods or services are sold by emphasizing the effect they can have on people’s lives” The last decade has seen a dramatic rise in the importance of customer experience and the experience economy. People are no longer seeking out products and services, instead choosing […]

How Knowledge Management will improve the operational efficiency of your contact center

By Toby Milner on July 5, 2022

Contact centers across every industry are changing radically, moving from a single channel call center to multichannel contact center at such a fast pace. Maintaining the desired levels of efficiency is still challenging - below are a few ways a Knowledge Management System [KMS] will increase your effectiveness levels. Learn from Customers A full picture […]

Omnichannel customer experience and service is a must have for any modern business.

By Toby Milner on March 28, 2022

In this context what does Omnichannel mean? An omnichannel customer experience is made up of individual customer touch points, over a number of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another. Why is it important for customer experience? Consumers want multiple […]

What is knowledge?

By Toby Milner on March 28, 2022

- Is knowledge information? Hmm…No it isn’t - Is knowledge wisdom? Hmm...No it isn’t Knowledge is the ‘glue’ between information and wisdom according to the well-known hierarchy above, knowledge fills the gap between what we know and what we do Information is organized data, which has been processed in such a way that it has […]

Why this watershed moment in the nature of work is the ideal time to revisit your knowledge management requirements.

By Toby Milner on March 28, 2022

Before 2020 good knowledge management [KM] simply didn’t exist for many organizations. In most cases, people turned to the ‘office encyclopaedia” - the colleague who always has the answers on various topics or at least knew who, where (and in which system) to find them. Then the world changed. As we all worked from home […]

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Recent Posts

Time to stop hoarding knowledge and start sharing it

August 9, 2022

Effective knowledge management in the financial services sector is a necessity.

July 5, 2022

What is the Experience Economy?

July 5, 2022

How Knowledge Management will improve the operational efficiency of your contact center

July 5, 2022

Omnichannel customer experience and service is a must have for any modern business.

March 28, 2022

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