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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 […]

Leveraging a Knowledge Management System to Deliver Total Experience

By Toby Milner on January 24, 2022

What Is Total Experience (TX)? Total experience (TX) is the holistic experience that brings together user experience (UX), customer experience (CX), and employee experience (EX), into one combined experience that is unified across an organisation. When these pieces intersect, the goal is to improve the overall experience. Gartner predicts that by 2026, 60% of large enterprises will […]

Why a CRM knowledgebase is not recommended for enterprise knowledge management

By Toby Milner on November 22, 2021

Customer focused companies will understand the value of a knowledge management system [KMS] beyond the more simplified experience they may get with a knowledgebase [KB] provided by a customer relationship management system [CRM]. Enterprise knowledge management is about extending knowledge to the wider organization and invited third parties who may not have access to the […]

8 reasons to integrate Salesforce and KnowledgeIQ

By Toby Milner on September 23, 2021

With KnowledgeIQ and Salesforce together, your sales, support and service teams can help customers with speed, accuracy and confidence. Salesforce CRM and Service Cloud provides the window to customer information and queries, whilst KnowledgeIQ augments agent interactions with intuitive knowledge delivered within the Salesforce interface. Why augment Salesforce with an external knowledge management solution? Faster […]

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Recent Posts

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July 5, 2022

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July 5, 2022

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

March 28, 2022

What is knowledge?

March 28, 2022

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

March 28, 2022

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