The KnowledgeIQ Blog

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 […]

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 […]

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 […]

KnowledgeIQ helped create a single source of truth knowledge repository for Best Practice Software

By Steph S on August 9, 2021

Best Practice Software, a medical software company based in Australia and New Zealand, was seeking a knowledge base for the development of a global Service Desk to enhance the flexibility and capability of each product support branch. KnowledgeIQ has become an integral part of how Best Practice Software provides support to its users and has […]

How KM Supports Great Agent Experience

By Toby Milner on July 29, 2021

Human experiences have resulted in a plethora of phrases to describe them for example employee experience [EX], customer experience [CX] and user experience [UX]. An experience can be defined in multiple ways; to observe certain events; undergo a certain feeling or process; or perform certain actions that may alter one or contribute to one's knowledge, […]

What Is Knowledge Management And Why Should You Care?

By Steph S on July 28, 2021

Using knowledge to make informed decisions is at the heart of the most successful businesses. It can mean the difference between expansion and stagnation, between growth and failure. Whether it be a particular business unit or the company as a whole.

A round of applause for the knowledge keepers

By Steph S on July 27, 2021

Everyone is trying to make sense of a forever changed world. People are confused, lost, desperate, anxious, scared, hopeful and just hanging on.

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